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What if a client cancels their appointment only hours before it starts?

If a client cancels less than 24 hours before their appointment, they owe a cancellation fee of 50% of the consultation fee. HealthBank collects it for you.

HealthBank has a 24-hour cancellation policy that protects your time, and collects any cancellation fee for you.

When clients are charged

HealthBank charges your client for their appointment 24 hours before it starts.

If your client cancels less than 24 hours before

Your client owes a cancellation fee of 50% of the consultation fee. A note is added to their file to pay it, and HealthBank collects it for you.

If your client doesn't attend

Your client has already been charged for the appointment, and the fee isn't refunded.

If a payment fails

If your client's card fails or they don't have one saved, the appointment still goes ahead and you get a note to collect the payment. HealthBank keeps trying to collect it in the app, or you can collect it yourself using a Pay now terminal.

When you're paid

You're paid for an appointment or cancellation fee once the payment has been collected. See HealthBank's payout process.

Read the full cancellation policy. If you need to cancel at short notice yourself, see What happens if I cancel a client's appointment at short notice?

Go to Clients in HealthBank →