After a member books a session (or you initiate one), you can cancel it directly on the Provider Portal without going through our Care Concierge team.
Go to the Bookings tab on the Provider Portal
Find the specific booking to cancel
Click the three vertical dots (⋮) to open the actions menu and then select Cancel session
On the panel that has opened up, select and describe the reason for cancelling
If the session is starting in more than 24 hours:
Cancelling the session will auto refund the member's credit and you will not be compensated
If the session is starting in less than 24 hours:
You can decide whether to refund the member's credit. You will not be compensated should you decide to refund
If you are the one initiating the cancellation, i.e. the member did not request to cancel, you are expected to refund the member's credit and you will not be compensated
Confirm the action by entering
Confirm(case-sensitive)Click on Cancel session
A confirmation pop-up will appear, and you can schedule a new booking. See Booking Sessions with Members for detailed steps
The member will be notified of the cancellation via email
Cancelling within 24 hours of the session
If you as the Provider need to cancel a session within 24 hours of the session, due to circumstances on your end, an elevated communication standard is required.
Cancel the session on the Provider Portal following the steps shown above. Make sure to refund the session to the member
Immediately send a direct, personalized message to the member via chat and/or email
Message must include:
A clear and professional explanation for the cancellation
A brief acknowledgment of the inconvenience caused
Optional: an offer to help reschedule (if appropriate)
This elevated communication ensures transparency and helps maintain member trust in time-sensitive situations.
📝 Notes:
You cannot cancel sessions that are ongoing or completed
When cancelling sessions it's important to communicate with members, preferably more than 24 hours in advance. You should also have valid reasons to cancel sessions. Failure to do so will be subject to the Accountability and Referral Thresholds in the Provider Policies. This is to maintain accountability and ensure the highest level of service for our members.