Reference

Fees, waivers, refunds, and what the patient sees

Updated Sep 10, 2026Verified Sep 10, 2026

Event	What happens and what the patient sees
Hold placed	Authorization for the visit price (flat) or rate × max increments (per increment), 3 days before the visit. The patient sees a pending amount on their card, not a charge.
Hold failed	Patient is emailed to update their card; we retry 24 hours before the visit. The visit row shows "hold failed, will retry".
Visit charged	Flat: at mutual join. Per increment: at call end, rounded up. Patient gets a receipt naming your practice.
Late cancellation	Inside your window: your fee is captured from the hold and the rest released. Patient gets a fee notice.
No-show	Your no-show fee is charged. Patient gets a missed-visit notice.
Waive fee	From the visit list. A charged fee is refunded, a pending one is released. Patient gets a refund notice.
Refund	From a completed visit row; any amount up to what was charged. Patient gets a refund notice.
Practice cancel or reschedule	Never a fee. Any hold is released or moved.

Each visit row shows its money state in green: held, charged, fee, waived, refunded. Every event is also written to your ledger and the audit trail.