🗓️Patient No-Show/Late Cancellation Policy & Templates
This section outlines Berry Street’s policies for documenting and managing no-shows and late cancellations, including communication steps and fee guidelines.
Berry Street offers a 24-hour booking flow—you’ll never be scheduled with a patient on less than 24 hours’ notice.
👉 This section covers:
Patient No Show and Late Cancellation Policies
All Berry Street patients are required to review and sign Berry Street’s Terms and Conditions:
HIPAA Notice of Privacy Practices: Explains how Berry Street uses and protects your health information, your privacy rights, and how to exercise them.
Cancellations & Reschedules: Outlines Berry Street’s 24-hour cancellation policy and associated $75.00 late change and no-show fees.
If you are 15+ minutes late without notice, it will be considered a no-show and you will be charged the full visit fee. Your provider may choose to hold a shorter session at their discretion.
Telehealth Services: Describes the use of secure transcription for telehealth sessions to support accurate care and recordkeeping.
Payment Authorization: Authorizes Berry Street to charge your card on file for services and notifies you of any fee changes in advance.
Financial Responsibility: Details your obligation to verify insurance coverage, pay any costs not covered by insurance, and settle outstanding balances.
What to Do When a Patient No-Shows or Late Cancels
Berry Street maintains 24 hour and $75.00 late-cancellation/no-show policies for both Provider-Sourced insurance based and Berry Street-Sourced patients to support your practice growth. As the policy evolves we’ll provide ample notice of any changes.
When a Patient is late
At 5 minutes past start time: Send a quick reminder via call or text, or message through your professional email or Healthie chat.
At 15+ minutes late: You decide whether to
hold a shorter session, or
reschedule the appointment.
If a Patient Cancels or Reschedules
Direct them to self-serve: Encourage patients to use the reschedule/cancel links included in their appointment emails or texts.
Manual updates: You may also adjust the appointment on the patient’s behalf in the system.
Within 24 hours: If the change is made within the 24-hour policy window, you’ll receive an email from Berry Street asking whether the late cancellation or no-show should be waived or charged.
System confirmation: When you cancel or reschedule a session, our system will automatically email you to confirm who initiated the change and, if within 24 hours, whether the patient should be charged.
If a Patient No-Shows
Mark the appointment as “No-Show.” Berry Street will handle the rest of the process.
If you choose to waive the no-show fee, document this clearly in the appointment note.
Important: You will not be compensated if you choose to waive the fee.
Patient Issues or Complaints
Direct patients with billing or policy concerns to [email protected].
*Note: Providers are compensated their standard rate for Berry Street sourced no-show/late cancelation when the fee is not waived by the provider. See Refund and Waiver Guidelines.
Automated Charging Process
As part of our updated automated billing process, providers will no longer indicate charge or waiver decisions through notes in Healthie. Appointment notes are no longer monitored for billing actions.
Automated Charge Queue: Any patient who no-shows, cancels, or reschedules within 24 hours of their scheduled appointment will automatically move into our charge queue. Because these actions are now system-driven, fees will be processed unless Berry Street receives an approved exception (see Requesting a Fee Waiver for a Specific Situation below).
Provider-Initiated Appointment Changes: If you cancel, update, or otherwise change an appointment’s status within 24 hours of its scheduled start time, you will automatically receive an email from Berry Street. This message will confirm whether the appointment should be charged, waived, or treated as a courtesy waiver based on the scenario. Please review and follow the instructions contained in that email.
Requesting a Fee Waiver for a Specific Situation: If there is a unique circumstance that you believe warrants waiving a patient’s fee—and it is not already covered by the automated communication you receive—you must notify us directly.
Please email [email protected] with the appointment details and the waiver request. Our team will review and take the appropriate action on the backend.
This process ensures consistent handling of appointment fees while still allowing providers to communicate exceptional cases clearly and reliably.
Patient Repeat Late Cancellations / No-Shows
If a current Berry Street sourced patient repeatedly cancels late or no-shows and you prefer not to reschedule, email [email protected] with the patient ID.
For patients you haven’t met (initial appointments only), inform the team via email.
For patients you have met, address the issue directly with the patient and offer to continue care if they can commit. If you prefer not to, let the team know and we’ll contact the patient with you cc’d.
📧 Use the Email Template to address repeat no-shows or cancellations—feel free to personalize it.
Resource: Navigating Difficult Conversations
Refund and Waiver Guidelines
Refunds vs. Waiving Fees:
Berry Street–Sourced Patients: A one-time refund may be issued for no-show or late cancellation fees after the patient attends their rescheduled appointment.
Provider-Sourced Patients: Refunds are not managed by Berry Street. If you choose to refund, you will not be compensated.
No automatic waivers: Fees are not waived for rescheduling alone; patients must attend the new appointment and contact [email protected] to request a refund.
Provider Waivers: You may waive a fee, but you will not be paid for that appointment. Once waived, the fee cannot be reinstated if the patient does not reschedule.
Addressing Payment Disputes and Outstanding Balances
When a Provider-Sourced Patient Files a Chargeback
If Berry Street notifies you that a chargeback has been filed by a patient, you’ll receive a message similar to the following:
“A patient has filed a chargeback with their credit card company. The credit card company has reversed the payment, and Stripe has deducted $75.00 from your account. This is not something we can control, but we’re here to support you through the process.”
You typically have 7–14 days to respond. You can:
✅ Accept the chargeback
💬 Contact the patient to discuss and resolve the issue
📝 Submit evidence to dispute the chargeback
You may pause sessions with the patient until the issue is resolved.
Example email template here.
When a Patient Has Insufficient Funds
If a patient owes late-cancellation or no-show fees and hasn’t updated their billing information, you may decline to schedule further sessions until payment is received.
Example email template here.
Appointment Time Changes & Patient Consent
At Berry Street, we aim to create an experience that feels respectful, predictable, and supportive for every patient. Providers may not change or reschedule a patient’s appointment time without the patient’s clear verbal or written consent.If a patient books a time that does not work for you:
Contact the patient first (via approved communication channels) to agree on a new time
Do not move the appointment to a different time without their confirmation
Why this matters (patient perspective):
Patients rely on the time they selected and may have work, caregiving, or other appointments scheduled around it
Even small time changes can create significant disruptions
Patients can only reschedule within the availability you provide and may not be able to accommodate last-minute provider-driven changes
If you cannot accommodate the original time:
Cancel the appointment and coordinate with the patient to choose a new time that works for both of you
Avoid assigning a new time the patient has not agreed to
This approach helps maintain trust, reduces confusion, and supports a positive provider-patient relationship. Thank you for helping us uphold this standard.
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