We understand that unexpected situations can arise. To help ensure a smooth experience for all patients and providers on Maple, we have a clear policy regarding missed or unattended consultations.
If you miss a consultation or join late, it may be classified as a no-show. The following policies apply based on the type of consultation you request and your coverage.
No-show policy for general practitioner primary care consultations
To avoid a no-show: Once you’re matched with a healthcare provider — either on-demand or at the time of your scheduled appointment — you must respond to their first message within 10 minutes. If the provider doesn’t hear from you within that time, the consultation will be marked as a no-show and will be closed.
If you miss your consultation, the following policies may apply based on your coverage:
Unlimited access with a paid membership: The missed consultation will count toward your daily visit limit. You can request a new consultation the following day.
Pay-per-consultation: You’ll be charged the full consultation fee. A new payment is required to request another visit.
Limited sponsored access (e.g., through a third party such as an employer): The missed visit will be deducted from your total consultation limit. You can request another consultation at any time until your limit is reached.
Unlimited sponsored access: No fees or penalties apply.
No-show policy for mental health therapist consultations
To avoid a no-show: Once you’re matched with a mental health therapist — either on-demand or at the time of your scheduled appointment — you must respond to their first message within 10 minutes. If the provider doesn’t hear from you within that time, the consultation will be marked as a no-show and will be closed.
If you miss your consultation, the following policies may apply based on your coverage:
Pay-per-consultation: You’ll be charged the full consultation fee. A new payment is required to request another visit.
Limited sponsored access (e.g., through a third party such as an employer): The missed visit will be deducted from your total consultation limit. You can request another consultation at any time until your limit is reached.
Unlimited sponsored access: No fees or penalties apply.
No-show policy for specialist consultations
Specialist consultations on Maple may vary in format depending on the type of service. Below are the no-show policies based on the consultation type.
Naturopathic Medicine, Functional Medicine, Sleep Therapy, Oncology Navigation, Migraine Treatment consultations
To avoid a no-show: Once you’re matched with a provider — either on-demand or at the time of your scheduled appointment — you must respond to their first message within 10 minutes. If the provider doesn’t hear from you within that time, the consultation will be marked as a no-show and will be closed.
If you miss your consultation: You’ll be charged the full consultation fee. A new payment is required to request another visit.
Dermatology, Endocrinology, Respirology consultations
These specialties use an asynchronous messaging model. That means you and your provider 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 provider, they will message you asynchronously to coordinate a mutually convenient time to connect.
You are not expected to reply within 10 minutes, but timely communication is still encouraged to keep your care on track.
As these visits are asynchronous, no-show fees generally do not apply. However, if you delay responding or fail to reply altogether, the consultation may be marked as a no-show, and the full consultation fee will apply.
OHIP Psychiatry consultations
Once you're matched with a provider for your scheduled appointment, they will remain available for the entire duration of the session. To prevent your visit from being marked as a no-show, be sure to join the appointment and communicate with the provider during the scheduled time. If the provider does not hear from you, the consultation will be closed and recorded as a no-show.
If you miss your consultation: You will be charged a $50 fee, even though the consultation itself is OHIP-covered. This fee helps account for the provider’s reserved time and lost availability for other patients.
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.