Video Visit Appointment Change Policies

The following policies apply to scheduled video visits with a Transcarent doctor or therapist.

Appointment cancellation

• Patients can cancel their appointment for free 2 or more hours before the appointment is set to begin.

• Patients who cancel their appointment within 2 hours of the appointment start time will be charged a $50 late cancellation fee and will not be charged the appointment price quoted at booking.

Appointment rescheduling

• Patients can reschedule their appointment for free 2 or more hours before the appointment is set to begin.

• Patients who reschedule their appointment within 2 hours of the appointment start time will be charged a $50 late rescheduling fee.

No-shows

Patients who will not be able to attend their appointment must cancel or reschedule the appointment, or contact Transcarent Support to cancel or reschedule the appointment. If the patient does not show up for their appointment, it will be considered a no-show and the patient will be charged a $50 no-show fee. The patient will not be charged with the appointment price quoted at booking.

EAP Program

Patients who are eligible for EAP visits who do not cancel their appointment within 2 hours of the scheduled visit time, or who do not show up for their appointment, will lose one 1 EAP visit from their visit counts.

Transcarent cancellation or rescheduling

In some cases, Transcarent may need to cancel or reschedule an appointment to ensure patients get the appropriate care they need. When Transcarent cancels or reschedules the appointment, the patient will not be charged a change fee. 

For questions, please email [email protected] or reach out to us in the app.