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
📝 Notes:
You cannot cancel sessions that are ongoing or completed
If you need to cancel a session, the member must be notified in advance. Cancelling without the member’s knowledge may result in penalties, especially for repeated occurrences. Please refer to the Provider Policies
Providers with TWO (2) or more initiated cancellations within 6 months without valid reasons will have their referrals paused. This threshold has been established to maintain accountability and ensure the highest level of service for our members