No-Show / Cancellation Policy

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At Nourish, patients who fail to attend a session without notice (No Show) or cancel or reschedule their appointment within 24 hours of the session start time (Late Cancellation / Late Reschedule) are subject to a $75 fee.

We recommend discussing this policy with patients during their initial session to establish clear expectations and foster a positive, transparent relationship throughout care.

This fee is automatically charged when the appointment status is updated to No-Show/late cancellation, unless the RD chooses to waive it.

RD compensation is based on whether the no-show fee was attempted, not whether it was successfully collected. Even if a patient does not have a card on file to charge, the RD will still be compensated.

• Patient No Show

• Patient Cancellation

• Patient Reschedule

• No-Show / Cancellation Fees

• Waiving or Refunding Fees

• Provider Emergency or Illness

5 Minutes After Start Time

• Contact the patient via email and/or phone

• Use *67 if calling to hide your personal number

• Leave a voicemail encouraging the patient to respond via email

15 Minutes After Start Time

• End the video session

• Continue monitoring email for a response

• Update the appointment status to No Show

Important Rule:
Any session missed without notice or canceled within 24 hours must be marked as No Show.

Include communication attempts in the appointment note.

Example:

“Provider called patient at 5:05 PM EST and left a voicemail. Provider remained in the session until 5:15 PM EST. Patient did not attend.”

If a patient cancels more than 24 hours in advance:

• The patient is not charged

• The RD is not compensated

Patients are encouraged to cancel appointments through the Nourish Patient Portal.

If needed, the RD may cancel by:

• Updating the appointment status to Cancelled

• Adding a note explaining the reason

Status Rule:
Cancellations made more than 24 hours in advance should always be marked as Cancelled, never as No Show.

If a patient:

• Cancels within 24 hours of the appointment, or

• Fails to attend without notice

→ The appointment must be marked as No Show

Important Clarification:

• There is one status only for late cancellations and no-shows: No Show

• A cancellation is considered “late” only if the patient contacts the RD within 24 hours, but the status remains No Show

Appointments should only be deleted in the following scenarios:

• A patient cannot attend one session in a recurring series (e.g., travel)

• A patient cancels and reschedules within the same week

• A patient cancels all future appointments:

  • Cancel the next appointment

  • Delete all remaining future appointments

If a patient no-shows or cancels without follow-up:

• Cancel the next recurring appointment

• Delete remaining future appointments

• Notify the patient via email that all upcoming sessions have been canceled until further notice

Patients should reschedule through the Nourish Patient Portal whenever possible.

If a patient reschedules more than 24 hours in advance:

• The patient is not charged

• The RD is not compensated

How RDs Reschedule Appointments

• Use the edit (pencil) icon in the calendar to change the date/time
  (Drag-and-drop functionality coming soon)

If a patient requests to reschedule within 24 hours:

• The session is subject to the $75 no-show fee

If the RD chooses to waive the fee and accommodate the request:

• Move the appointment to the new date/time

• Do not mark the appointment as No Show

This accommodation is entirely at the RD’s discretion.

If the patient does not respond by the end of the day:

• Mark the appointment as No Show

• The patient will be charged the fee unless it is waived

• Standard no-show / late cancellation fee: $75

• RDs are paid their full session rate

• RDs are not compensated

Reminder:
Compensation is based on whether the fee was attempted, not whether it was successfully collected.

1. Go to the Appointments tab in the patient’s profile

2. Click the pop-out icon on the appointment

3. Select the appointment status

4. Indicate whether to charge or waive the no-show fee

Note:
Patients are not made aware that no-show fees can be waived. This flexibility is intentionally reserved for RDs to apply professional judgment.

• Medical emergency or ER visit

• Death of a close family member

• Traffic accident or urgent, unavoidable event

• Nourish-initiated cancellations (e.g., referral issues)
  (RDs are still compensated at full rate)

Reminder:
RDs always have full discretion, regardless of the reason provided.

Tip:
Encourage patients to confirm upcoming appointments and adjust reminder settings in the Nourish Patient Portal.

If you decide to waive a fee after it has already been charged:

1. Go to the Appointments section of the patient’s profile

2. Select the Didn’t Occur tab for the session

3. Choose the appointment status

4. Submit a request using the refund request form

Refunds typically process within 5–10 business days.

If you cannot attend a session unexpectedly:

• Mark the appointment as Cancelled as soon as possible
  (This automatically notifies the patient)

If the cancellation occurs within 24 hours:

• Still mark the appointment as Cancelled, not No Show

Message the patient to:

• Ask them to reschedule, or

• Let them know you will follow up to reschedule

• Do not use the “Rescheduled” status in the Nourish Calendar
  → Simply move the appointment to the new date/time

If you will be out of the office:

• Turn new patient scheduling off in your Provider Portal

In extreme emergencies where you cannot access your device:

• Contact Support via support@usenourish.com or the chatbot button (in the bottom right corner of the Help Center) for urgent assistance