Cancellations and rescheduling for clients

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This article contains information that is helpful for Headway clients. If you are a provider and have questions about cancellations and rescheduling, check out our article for providers "Cancellations and rescheduling for providers".



Why did I get charged a cancellation fee?

Each provider on Headway sets their own cancellation policy for their practice — it isn't determined by Headway. You received this charge because you cancelled an appointment within your provider’s predetermined cancellation window. Because no session took place, we cannot submit this charge through your insurance for reimbursement, so you are responsible for the entire fee.

Please discuss cancellation fees directly with your provider to see if there's any flexibility. If so, you can have them contact us and we’ll be more than happy to update it for you!


How do I cancel or reschedule an appointment?

Things happen! If you need to cancel or reschedule an appointment, you can do so in the Appointments section of your account.

Prior to your appointment, you may be charged a fee to compensate your therapist for their time. Each therapist has their own cancellation policy. You can find your therapists’ specific fees and required time window (24 hours or 48 hours notice) in your appointment reminder emails. Also, you can ask your therapist via the messaging portal or during your first session. If you can’t find it, we can always help.

If you have any questions about rescheduling and cancellations, this should first be directly communicated to your provider. Headway handles all of the billing, but you and your provider have complete control over your schedule working together. You can always message your provider from your Headway portal, here, or through whatever communication platform you both decide on. If you are not able to get in touch with them, you can always contact us and we can help!

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