Help center · Providers · Video visits
How-to

Set visit types, rates, and your cancellation policy

Updated Sep 10, 2026Verified Sep 10, 2026For owner, prescriber
  1. Open Video visits and click Rates & billing.
  2. If you have not yet, click Set up payouts and complete Stripe’s onboarding. Fees cannot be charged until payouts are enabled.
  3. Click Add visit type. Give it a name patients will recognize, a length in minutes, and choose Flat rate or Per time increment.
  4. Enter the rate. For per-increment types, choose the increment (5 to 30 minutes) and the maximum number of increments; the maximum sets how much is held on the card.
  5. Click Save visit type. Edit or remove it any time; visits already booked keep the price they were booked at.
  6. Under Cancellation policy, set the free-cancellation window in hours, the late-cancellation fee (a dollar amount, a percentage of the visit price, or both), the missed-visit fee, and your time zone. Click Save policy.
Rates & billing.
Rates & billing.
SettingWhat it does
Flat rateOne price for the visit, charged when both of you have joined.
Per incrementRate × increments used, rounded up, charged when the call ends. The hold equals rate × max increments.
Free cancellation untilCancellations and reschedules earlier than this are free.
Late cancel feeThe larger of the dollar amount and the percentage, capped at the visit price.
No-show feeCharged when the patient never joins. Default is 100% of the visit price.
Fees must apply to every patient the same way. Waive a fee for a specific visit from the visit list rather than changing the policy for one person. Government-program patients (Medicare, Medicaid) cannot be charged missed-visit fees.
Open Video visits