Reschedule or cancel an appointment
Self-serve rescheduling, cancellation policies, and how late-cancel fees are charged.
- Updated
- Updated
- Reading time
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- Tags
- cancelrescheduleno-show
You can move or cancel most appointments from your portal up to a clinic-defined cutoff (commonly 24 hours).
From the portal
TelehealthTue · Apr 23
Greyed slots are full or held for follow-ups only. The chosen slot highlights in primary.
Open My appointments → tap the appointment → choose Reschedule or Cancel. Rescheduling shows the same slot picker as new bookings; you keep your reason for visit unless you change it. The new confirmation sends to whatever channels you have enabled, and the old slot opens up for someone else within seconds.
When self-serve is no longer available
Inside the late-cancel window (commonly 24 hours before the appointment), the Reschedule and Cancel buttons are still visible but they route to a quick message to your care team instead of changing the slot directly. This protects providers from same-day chaos while still giving you a way to communicate. If you have a true emergency, call the clinic — the on-call line is listed on the appointment screen.
Late-cancel and no-show fees
If your clinic charges a late-cancel fee, the cutoff and the fee amount are shown clearly before you confirm. The fee posts to your account as an invoice and will not be auto-charged unless you have a card on file with auto-pay turned on. If a personal emergency caused the late cancel, you can write a one-line note when you cancel — many practices waive the fee on a case-by-case basis when they have context.