ReachLink reserves time, clinical preparation, and clinician availability for every scheduled appointment. When an appointment is canceled or rescheduled on short notice, or missed entirely, that reserved time generally cannot be re-offered to another client. This Policy explains how cancellations, reschedules, and missed appointments are handled, when a fee may apply, and how these events may affect your continued care.
This applies specifically to cancellations, reschedules, and no-shows initiated by the client. Provider-initiated cancellations or reschedules are handled separately and are not subject to the fees or consequences outlined here.
1. Definitions
Appointment time — the scheduled start time of your session, in your local time zone as shown in the ReachLink app or website.
Standard notice — notice of cancellation or rescheduling given more than 24 hours before the Appointment time.
Short notice — a cancellation or reschedule made within 24 hours of the Appointment time. Short notice includes same-day cancellations and reschedules.
No-show — failing to join a scheduled session, or joining more than 10 minutes after the Appointment time so that the session cannot proceed, without prior notice.
Missed by client — the umbrella term for any Short-notice cancellation, Short-notice reschedule, or No-show. These are all recorded the same way and are treated identically under this Policy.
Commercial session — a session billed through commercial insurance or paid out of pocket (self-pay).
EAP session — a session delivered under an Employee Assistance Program (EAP) benefit sponsored by an employer or EAP vendor.
2. At a glance
When you notify us | Category | Commercial (insurance / self-pay) | EAP |
More than 24 hours before | Standard notice | No fee, no consequence | No consequence |
Within 24 hours (including same day) | Short notice → Missed by client | $30 fee | Immediate suspension + re-attestation (Section 4) |
No notice / no-show (or 10+ min late) | Missed by client | $30 fee | Immediate suspension + re-attestation (Section 4) |
Every "Missed by client" event also counts toward the pattern that can lead to termination of services (Section 5). The only way to avoid a fee or consequence is to cancel or reschedule more than 24 hours before your Appointment time through the ReachLink app, website, or automated SMS line.
3. Missed-appointment fee (Commercial sessions)
A single $30 missed-appointment fee applies to each appointment Missed by client for commercial sessions (insurance and self-pay). There is one fee, and it applies equally to Short-notice cancellations, Short-notice reschedules, and No-shows.
This fee:
- Is not a charge for clinical services and is not billed to your insurer;
- Is the client's personal responsibility, charged to the payment method on file;
- Does not apply toward your deductible or out-of-pocket maximum, because it is not a covered service.
Fee waivers. A waiver may be requested for exceptional circumstances only (for example, a documented emergency, illness, or a technical failure on ReachLink's side). Waivers are not guaranteed. To request one, you must submit an appeal with supporting documentation through ReachLink's appeal process; ReachLink will review and decide at its discretion.
4. EAP sessions: non-billable, suspension & re-attestation
Consistent with ReachLink's EAP contracts, missed sessions are not eligible for billing. ReachLink does not bill the EAP or the member for a Missed-by-client EAP session, and no $30 fee applies.
Because these sessions cannot be billed, every EAP Short-notice cancellation, Short-notice reschedule, or No-show results in an immediate suspension of the client's account. To restore access, the client must re-attest to this Cancellation Policy, confirming their understanding of the advance-notice requirement. Upon re-attestation, scheduling is reinstated and the client may continue booking sessions.
This suspend-and-re-attest step is a compliance safeguard, not a substitute for the termination rights in Section 5. ReachLink and the treating provider may terminate services at any time — including upon a first violation — regardless of whether the client re-attests. Specific attendance requirements may also vary by employer and EAP program.
5. Repeated events and termination of services
Reliable attendance is important to effective care and to fair access for all clients. Frequent, persistent, or habitual Missed-by-client events may result in changes to how ReachLink delivers your care, up to and including termination of services.
As a general guideline, ReachLink may allow up to three (3) Missed-by-client events within a rolling 30-to-90-day period before terminating. This is a guideline only — not a guarantee or entitlement. The treating clinician and ReachLink reserve the right, in their professional and business judgment, to pause, modify, or terminate services at any time, including upon the first event, where clinically or operationally appropriate.
If services are terminated, ReachLink will, consistent with clinical and ethical obligations, provide appropriate notice and, where indicated, referral information to support continuity of care. Termination does not waive any missed-appointment fees already incurred.
6. How to cancel or reschedule
You can cancel or reschedule at any time through:
- The ReachLink app — Appointments → select your session → Confirm, Reschedule, or Cancel
- The website — sign in at reachlink.com → Appointments
- Automated SMS — reply to reminders from 850-446-5483
If no suitable times are available, contact the Care Team at support@reachlink.com or 833-588-7992, or tap Get Help in the app.