We get it, life happens. To help make sure things run smoothly for everyone, here's what you need to know about missed visits.
If you miss a visit or join late, it may be marked as a no-show. Here's what that means based on the type of visit and your coverage.
No-show policy for general practitioner primary care visits
To avoid a no-show: Once you’re matched with a practitioner—either on-demand or at your scheduled time—you need to respond to their first message within 10 minutes. If they don't hear from you within that time, the visit will be marked as a no-show and closed.
If you miss your visit, here's what happens based on your coverage:
Unlimited access with a paid membership: The missed visit counts toward your daily visit limit. You can request a new visit the following day.
Pay-per-visit: You’ll be charged the full visit fee. A new payment is required to request another visit.
Limited sponsored access (e.g., through an employer, insurance or public provincial coverage): The missed visit will be deducted from your total visit limit. You can request another visit anytime until your limit is reached.
Unlimited sponsored access: No fees or penalties apply.
No-show policy for mental health therapist visits
To avoid a no-show: Once you’re matched with a mental health therapist—either on-demand or your scheduled time—they'll wait for a response to their initial greeting for one hour. After one hour, the therapist will message you again and wait an additional three hours. If there's still no response after three hours, the therapist will complete the visit.
If you miss your visit, here's what happens based on your coverage:
Pay-per-visit: You’ll be charged the full visit fee. A new payment is required to request another visit.
Limited sponsored access (e.g., through an employer, insurance or public provincial coverage): The missed visit will be deducted from your total visit limit. You can request another visit anytime until your limit is reached.
Unlimited sponsored access: No fees or penalties apply.
No-show policy for specialist visits
Specialist visits on Maple may vary in format depending on the type of service. Here are the no-show policies based on the visit type.
Naturopathic medicine, functional medicine, sleep therapy, oncology navigation, migraine treatment visits
To avoid a no-show: Once you’re matched with a practitioner—either on-demand or at your scheduled time—you must respond to their first message within 10 minutes. If they doesn’t hear from you within that time, the visit will be marked as a no-show and closed.
If you miss your visit: You’ll be charged the full visit fee. A new payment is required to request another visit.
Dermatology, endocrinology, respirology visits
These specialties use an asynchronous messaging model. That means you and your practitioner don’t need to be on Maple at the same time to connect. For example, when you request a dermatology visit, it may take 24 hours to hear back from the dermatologist.
To avoid delays:
Once you’re matched with a practitioner, they'll message you asynchronously to coordinate a mutually convenient time to connect. You're not expected to reply within 10 minutes, but timely communication helps keep your care on track.
As these visits are asynchronous, no-show fees generally don't apply. However, if you delay responding or don't reply at all, the visit may be marked as a no-show and the full visit fee will apply.
Mole mapping consultations
These consultations are facilitated through the Palmerston Mole Mapping Clinic in Toronto. Please refer directly to their cancellation policy for details regarding missed or rescheduled appointments.