Each provider on Headway sets their own cancellation policy for their practice — it isn't determined by Headway. A cancellation policy is an agreement between you and your provider that outlines how much will be charged if you cancel within a certain window of time (typically 24 to 48 hours before the session).
You may have been charged a cancellation fee because:
* This is commonly referred to as a \"no-show\".
In the event of a cancellation during the cancellation window or a \"no-show\", we cannot submit the charge through your insurance for reimbursement – this is because a session did not take place.
\nYou are responsible for the entire fee, as insurance won't cover it.
\nYou can find your therapists’ specific fees and required cancellation window in your session reminder emails. You can also discuss this with your provider via the messaging portal or during your first session.
Cancellation fees are set and managed by your provider. Headway can't reverse or waive these charges. Please contact your provider directly to discuss your fee; if they agree to a waiver, they must initiate the adjustment on their end.
If you need to cancel or reschedule a session, you can do so in the Appointments section of your account.
To modify your session details, please navigate to the session you want to adjust, select the \"Cancel Session\" button, and from there, you'll have the option to:
If your provider cancels your appointment, you'll receive a notification letting you know. In some cases, you may also receive a follow-up message from Headway with options to help you continue your care.
Your options after a cancellation:
Rebook with your provider — If you'd like to continue with the same provider, you can visit their profile to see their available times and book a new session. You can also message them directly through your Headway portal.
Find a new provider — If you'd prefer to find someone new, you can search for available providers at headway.co, where you can filter by insurance, specialty, and availability. If you'd like help finding a match, our care navigator team is available at (833) 658-5982.
Receiving a follow-up message from Headway does not mean your provider ended your relationship or that you need to find someone new — it's simply meant to make sure you have easy options to keep your care moving forward.
Note: This follow-up message applies to first-time insurance-billed appointments only. It does not apply to EAP sessions, self-pay sessions, or appointments with providers you've previously had a confirmed session with.
In some cases, Headway may cancel a newly booked appointment if we're unable to confirm your provider is active and ready for your session. If this happens, you'll hear from us right away with two options:
We're sorry for the disruption. Reach out to our support team anytime if you have questions.
If you need to change a virtual visit to in-person, or an in-person visit to virtual, you'll need to contact your provider directly. You can do this by reaching out to your provider via Messages on Headway.
Your cancellation fee will apply when the cancellation is initiated by the client. If you're cancelling on their behalf, you'll be able to indicate this in your calendar.
In order to trigger a cancellation fee, you’ll have to select either “client did not show” or “client canceled session” from the drop down. If you select any other option, you will not be able to charge a fee.
Cancellation fees are paid in full to you, not to Headway. These payments will appear in your regularly scheduled payout after being successfully paid by your client.
Check out our article on getting paid for more information on how and when this happens. To ensure you are paid out for cancellation fees in a prompt manner, please make sure your client has up to date payment information on file.
To reschedule:
To cancel:
You can hide canceled sessions from your calendar by using the filter at the top of the calendar page (see below).
We receive a high number of inquiries from clients pertaining to cancellation fees. If you are canceling a session on their behalf due to a conflict / reschedule, and have agreed to waive the fee, be sure to update the amount charged prior to cancelling.
\nIf you haven't logged into Sigmund in 7 or more days and a new client books with you, Headway will send you a reminder — via Sigmund, email, and text — and ask you to log in within 48 hours to review your upcoming appointment.
If no Sigmund login is detected within that window, the appointment may be automatically cancelled so the patient can access timely care.
If this happens:
To avoid automatic cancellations, log into Sigmund regularly and especially after receiving a new client notification.
You can edit your policy within Settings in your Billing tab.
Please note: Cancellation fees may only be in whole dollar amounts. Our platform does not allow cancellation fees which include cents.
To set or update your policy:
As a note, cancellation fees cannot exceed $200.
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For any cancellations that you process on Headway, we'll automatically populate your set cancellation fee if it applies. You can then edit the fee if you'd like to waive it or adjust it up or down as needed.
You can edit the dollar amount or cancel out cancellation fees anytime before your next payment goes through (15th and last day of the month). We'll always show you how many days are left to edit in your calendar, and we'll take care of charging or refunding your client any difference.
To waive the fee:
To edit the dollar amount of the fee:
In the event that you've already canceled a session and did not add a cancellation fee, but would like to: