Policies
Cancellation & No-Show Policy
Effective date: October 18, 2026
Cancel or reschedule at least 24 hours before your telehealth visit to avoid a fee. Late cancellations and missed visits are charged $50 for initial visits and $25 for follow-ups to the card on file. This policy applies to every service.
How to cancel or reschedule
- Use the link in your appointment confirmation or reminder, or
- Call or text 209.677.7747, or email [email protected].
The time we receive your request is the time we use for this policy.
Fees
Situation
Fee
Canceled or rescheduled 24 hours or more before the visit
No fee
Canceled less than 24 hours before the visit
$50 initial · $25 follow-up
No-show: not joined within 10 minutes of start time and no notice
$50 initial · $25 follow-up
Late arrival over 10 minutes
Visit may be shortened or rescheduled; treated as a late cancellation if rescheduled
We waive fees when
- You have a medical emergency, family emergency or severe weather event.
- Our video platform or your provider has a technical problem.
- Your provider cancels or is late.
- It is your first late cancellation or no-show in 12 months.
Before your visit
- Join from a private place with a stable internet connection.
- Be physically located in a state where we offer your service. We confirm your location at the start of every visit and cannot proceed if you are elsewhere. A visit that cannot happen for this reason counts as a late cancellation.
- Have your photo ID ready if requested.
Repeated missed visits
After 3 no-shows or late cancellations in 12 months, we may require prepayment to book, or end the provider-patient relationship with written notice. If we end care, we give at least 30 days’ notice, help you find another provider, and provide your records. Patients on testosterone or other prescribed medications will not be cut off without a safe plan from the provider.