Cancel or Modify Appointments

Need to change your plans? Learn how to cancel or modify your RoadL appointments and understand our cancellation policy.

When You Can Cancel

You can cancel an appointment anytime before your provider begins the visit.

Available for these statuses:

• ✅ Request Raised
• ✅ Provider Assigned
• ✅ Scheduled
• ✅ On the Way (but charges may apply)
• ❌ In Progress (visit already started)
• ❌ Completed

How to Cancel an Appointment

From Appointment Details

1. Open the RoadL Patient App
2. Go to My Appointments
3. Tap the appointment you want to cancel
4. Scroll down and tap Cancel Appointment
5. Select a cancellation reason:
   • No longer need care
   • Scheduling conflict
   • Financial reasons
   • Going to another provider
   • Other
6. Add optional notes (helps us improve)
7. Tap Confirm Cancellation

You'll receive a confirmation message and email.

From Appointment List

Quick cancellation without opening details:

1. Go to My Appointments
2. Swipe left on the appointment
3. Tap the red Cancel button
4. Select reason and confirm

Via Phone Support

Call RoadL Operations Center:

• Phone: (833) 762-3555 (24/7)
• Have your appointment number ready
• Provide cancellation reason

Cancellation Policy

Understanding when fees apply:

Free Cancellation Period

✅ No charge when you cancel:

• More than 2 hours before scheduled time
• Before provider is en route
• While appointment is still "Request Raised"

Late Cancellation

⚠️ Fees may apply when you cancel:

• Less than 2 hours before scheduled time
• After provider is "On the Way"
• After provider has begun travel to your location

Late Cancellation Fee: $25-50 (depending on service type)

Emergency Situations

Medical emergencies or unforeseen circumstances may be reviewed for fee waiver:

• Call (833) 762-3555 immediately
• Explain your situation
• Our team will work with you

Modifying Appointments

Want to change your appointment instead of cancelling?

How to Modify

1. Open your appointment
2. Tap Modify Appointment
3. Choose what to change:
   • Date and time
   • Service address
   • Service type
   • Payment method
4. Make your changes
5. Tap Submit Modification Request

Modification Process

What happens next:

1. Your request goes to RoadL Operations
2. We'll check provider availability
3. You'll receive a confirmation within 1-2 hours
4. If approved, your appointment updates automatically
5. If not available, you'll get alternative options

Modification Limitations

Some changes require cancellation and rebooking:

• ❌ Switching from home visit to telehealth (or vice versa)
• ❌ Changing patient (self to family member)
• ❌ Major service type changes

For these changes:

1. Cancel current appointment (free if done early)
2. Schedule new visit with desired options

Rescheduling After Cancellation

Need to book another appointment?

Immediate Rebooking

After cancelling:

1. Tap Schedule a New Visit in the confirmation screen
2. Or return to home and tap Schedule a Visit
3. Your preferences and payment information are saved
4. Book your new appointment

No Rebooking Penalties

There's no limit on rescheduling, as long as you cancel within the free cancellation period.

Understanding "Re-Scheduling" Status

Sometimes you'll see a "Re-Scheduling" status:

This means:

• RoadL Operations is rescheduling your visit
• Usually due to provider unavailability
• No action needed from you
• You'll be notified when rescheduled

Common reasons:

• Provider illness or emergency
• Weather conditions
• Provider scheduling conflicts

You'll receive:

• Push notification about the change
• Email with new appointment details
• In-app notification

Cancellation Notifications

After cancelling, you'll receive:

Immediate Confirmation

• ✅ In-app confirmation message
• ✅ Push notification
• ✅ Email confirmation with details

What's Included

• Original appointment details
• Cancellation timestamp
• Reason for cancellation
• Any applicable fees
• Refund information (if applicable)

Refund Process

If you paid for your appointment:

Automatic Refunds

For appointments cancelled during free cancellation period:

• Insurance: No charge processed
• Credit Card: Full refund within 5-7 business days

Partial Refunds

For late cancellations with fees:

• Fee amount deducted
• Remaining balance refunded
• Detailed breakdown in email

Refund Timeline

• Stripe: 5-7 business days
• Insurance: No charge processed
• Check your payment method for refund

See our Request Refunds article for more details.

Modifying vs. Cancelling

Choose Modify when:

• ✅ Small changes (date, time, address)
• ✅ Same service type needed
• ✅ Same patient
• ✅ Within 24 hours of scheduled time

Choose Cancel when:

• ✅ No longer need care
• ✅ Major changes required
• ✅ Switching visit type
• ✅ Want to see different provider

Multiple Appointment Changes

Managing several appointments?

Bulk Actions (Coming Soon)

Currently, you must modify/cancel each appointment individually.

Family Appointments

• Each family member's appointments cancelled separately
• Payment methods may differ
• Cancellation policy applies to each appointment

Provider Communication

After cancelling:

Provider Notification

• Providers are automatically notified
• Removes appointment from their schedule
• Frees up time slot for other patients

No Direct Contact Needed

• RoadL handles all provider communication
• You don't need to call the provider
• Provider can't see your cancellation reason

Emergency Cancellations

If you have a medical emergency:

1. Call 911 first if life-threatening
2. Then call RoadL: (833) 762-3555
3. Or use in-app chat

We'll cancel your appointment and ensure no fees apply.

Frequently Asked Questions

How many times can I cancel?

• No limit, but excessive late cancellations may affect account status
• We understand plans change

Will I lose my provider preference?

• No, you can request the same provider when rebooking
• Availability not guaranteed

Can I cancel someone else's appointment?

• Yes, if they're a family member on your account
• No, for appointments you didn't schedule

What if I miss the cancellation window?

• Contact support immediately: (833) 762-3555
• Explain your situation
• We may waive fees for valid reasons

Can I cancel a recurring appointment?

• Currently, recurring appointments not available
• Each appointment cancelled individually

Cancellation History

Track your cancellations:

1. Go to My Appointments
2. Tap Filter
3. Select Cancelled status
4. View all past cancellations

Useful for:

• Insurance records
• Healthcare documentation
• Personal health tracking

Need Help?

Contact our support team:

• Phone: (833) 762-3555 (24/7)
• In-App Chat: Tap the chat icon
• Email: Through the Contact Us page

Our team can:

• Help you cancel or modify appointments
• Explain cancellation fees
• Process refunds
• Reschedule your care

Healthcare in Real-Time™ - Flexible scheduling that works with your life.