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Every clinic sets its own online cancellation cutoff, 24 hours by default. Here is how to cancel before it, and what to do after.
Something comes up for everyone. As long as the cutoff set by the clinic has not passed, you cancel yourself from « Your appointments », in a few moves. Past that cutoff, cancelling online closes and the phone is what is left. A cancellation and an absence weigh the same on your account, but a cancellation hands the time slot back to the clinic.
Every clinic sets its own cancellation cutoff, counted in hours before the appointment time. It is 24 hours by default. A clinic can set it anywhere between 0 and 168 hours, that is up to seven days before the visit.
The number that applies to you is written on the « Your appointments » page, under the « Next appointment » card: « Cancelling online stays possible until 24 hours before the appointment time. » The figure shown is the one of the clinic where that appointment was booked.
The cutoff counts backwards from the time of the visit, never from the date you booked. Booking far ahead therefore gives you no extra time to cancel online.
Open « Your appointments »
The page gathers your appointments across all your clinics, sorted into « Upcoming » and « Past ». The appointment to cancel sits in the « Upcoming » group.
Press « Cancel »
The button sits at the end of the appointment row, after « Directions » when the clinic has published its location. It only appears on appointments still ahead of you.
Read the window that opens
Under the « Your appointment » heading, a summary names the clinic, the date, the time and the service. Check those four details: this is your last chance to see that you are aiming at the right row.
Right below it, « What this does to your account » recalls what the cancellation counts toward and how many you have left before a temporary pause.
Confirm, or keep the appointment
« Cancel for good » records the cancellation. « Keep the appointment » closes the window with nothing changed, and the Esc key does exactly the same.
A cancellation you make yourself counts toward the reliability record of your account, just as an absence does. The window tells you so before you confirm: « Every cancellation or absence counts toward a temporary pause on your booking. »
That counter is shared across all your clinics. It goes up by one at every cancellation and at every absence, and it drops back to zero as soon as you attend an appointment, at any clinic.
At the fifth, online booking pauses for 72 hours and the counter starts again from zero. If the threshold is reached a second time, the account itself goes on hold, and the clinic then has to be contacted to ask for it to be restored.
Cancelling also frees a place among your 12 active appointments, the limit that applies to your account across every clinic. The thresholds, the pauses and how they lift are set out in absences and limits.
The « Cancel » button stays on the row, but the window no longer offers anything to confirm. It shows « Too late to cancel online », then « Contact the clinic to cancel this appointment. », with a « Call the clinic » button and a « WhatsApp » button. Each one appears only if the clinic has published the matching number. If it has not, its number and its address are read on its listing, described in reading a clinic listing.
« Cancel » only shows on an appointment still ahead of you whose status is « Awaiting confirmation » or « Confirmed ». An appointment already marked « Cancelled », « Attended », « Did not attend » or « Expired » has nothing left to cancel: its row carries « Book again » instead. An appointment whose time has passed leaves the « Upcoming » group and loses its button, even when the clinic has not marked it yet.
The window can also answer with a message rather than a cancellation. It describes the state of the system or the rule at work, never a mistake on your side.
| What the screen says | What you can do |
|---|---|
| « Too late to cancel online. Contact the clinic. » | The cutoff passed while the window was open. Call the clinic. |
| « This appointment can no longer be cancelled. » | Its status changed since it was displayed. Reload the page to read the current one. |
| « This appointment could not be found. » | The row no longer exists as it was. Reload the page, then look in the « Past » group. |
| « The cancellation couldn't be completed. » | The record did not go through. Try again, then call the clinic if the message returns. |
The appointment moves to the « Cancelled » status and joins the « Past » group. Its row now carries « Book again », which takes you back to the clinic's booking page.
The time slot goes back to the clinic straight away and becomes bookable again. A place frees up at the same time among your active appointments.
A short message confirms « Appointment cancelled. » and recalls how many cancellations or absences you have left before a pause. If this cancellation is the one that triggers the pause, the sentence stays at the top of the page instead of leaving with the message.
The clinic is told right away. You receive no email for your own cancellation: the count reaches you as a notification inside your space, and you choose what you receive in managing your notifications.
An appointment booked for a family member is cancelled in exactly the same way, from the same list. To read the status of your appointments day to day, see following your appointments. To ask for another time rather than give the visit up, read moving an appointment. And to book afresh, the whole path is in booking an appointment.