Patient No-Show and Late Cancellation Policy

1. Purpose and Scope

SDKare LLC (“SDKare,” “Company,” “we,” “us,” or “our”) is committed to maintaining fair, transparent, and consistent appointment scheduling practices while supporting timely access to healthcare services.

This Patient No-Show and Late Cancellation Policy explains the rules governing missed appointments, late cancellations, complimentary rescheduling, applicable scheduling fees, and related patient responsibilities.

This Policy applies to initial and follow-up appointments scheduled through SDKare, unless a different service-specific arrangement has been clearly disclosed before booking and is legally permissible.

SDKare provides healthcare services on a self-pay basis. Patients are responsible for understanding the applicable appointment price and scheduling conditions before confirming their bookings.

This Policy should be read together with SDKare’s Terms & Conditions, Refund Policy, and Payment Policy for Clients.

Nothing in this Policy limits rights or remedies that cannot lawfully be waived under applicable federal or state law.

2. Important Definitions

For purposes of this Policy:

Scheduled Appointment: A confirmed healthcare consultation with a designated appointment date and start time.

Initial Appointment: The patient’s first scheduled consultation for the applicable service.

Follow-Up Appointment: A subsequent consultation scheduled after an initial appointment or previous healthcare visit.

Same-Day Initial Appointment: An initial consultation booked by a new patient for the same calendar day on which the consultation is scheduled to occur.

Timely Cancellation: A cancellation communicated at least 24 hours before the scheduled appointment start time.

Late Cancellation: A cancellation communicated less than 24 hours before the scheduled appointment start time.

No-Show: Failure to attend a scheduled appointment without providing notice of cancellation or rescheduling.

Complimentary Rescheduling: Permission to move an eligible appointment to another available time without paying an additional rescheduling or scheduling-event fee for the qualifying occurrence.

Appointment Credit: An amount previously paid for an appointment that is retained and applied toward a rescheduled appointment under the applicable policy.

Scheduling Fee: An additional $25 charge that may apply to qualifying subsequent no-shows or late cancellations.

3. General Appointment Attendance Requirements

Patients are expected to attend appointments at their scheduled dates and times.

Patients should:

• Review appointment confirmations.
• Verify the scheduled time and applicable time zone.
• Ensure they have suitable technology for their telehealth consultations.
• Provide accurate contact information.
• Notify SDKare promptly when they cannot attend.
• Follow the applicable cancellation or rescheduling procedure.
• Communicate relevant technical difficulties as soon as possible.

Patients should not assume an appointment has been canceled or rescheduled until the request has been received and processed through an authorized SDKare channel.

Appointment availability and the ability to reschedule depend on healthcare provider availability, applicable service requirements, and clinical considerations.

4. Cancellations With at Least 24 Hours’ Notice

Patients who cancel an appointment at least 24 hours before its scheduled start time are generally eligible for a refund of the applicable appointment fee.

4.1 Standard Cancellation Eligibility

A cancellation qualifies as timely when SDKare receives the request at least 24 hours before the scheduled appointment start time.

When the standard cancellation requirements are satisfied:

• The cancellation is not considered a late cancellation.
• No $25 late-cancellation fee applies.
• No no-show fee applies.
• The appointment fee is generally eligible for a refund under SDKare’s Refund Policy.

Any separately disclosed and legally permissible non-refundable booking conditions may apply.

4.2 Rescheduling Instead of Canceling

Patients may request a different appointment date rather than canceling entirely.

Rescheduling remains subject to provider availability and any applicable booking conditions.

When a patient reschedules with adequate notice, SDKare will handle the payment and scheduling change according to the applicable service terms.

4.3 Determining the Notice Period

The 24-hour notice requirement is calculated from the scheduled appointment start time.

For example, an appointment scheduled for 2:00 PM on Friday must be canceled no later than 2:00 PM on Thursday to satisfy the standard 24-hour notice requirement.

The time SDKare receives the cancellation through an authorized channel determines whether it is timely.

5. Late Cancellation Policy

A late cancellation occurs when a patient cancels an appointment less than 24 hours before its scheduled start time.

5.1 Original Appointment Payment

When a patient cancels within the 24-hour period:

• The original appointment fee is non-refundable.
• The original payment is retained and applied toward a rescheduled appointment.
• The patient may request rescheduling, subject to the terms of this Policy.

The retained appointment payment is not itself the additional $25 late-cancellation fee.

5.2 First Late Cancellation

For a patient’s first qualifying late cancellation, SDKare waives the $25 late-cancellation fee.

Under this waiver:

• No additional $25 late-cancellation fee is charged.
• The original appointment fee remains non-refundable.
• The original payment is applied toward the rescheduled appointment.
• The patient may request an available replacement appointment.

The waiver does not convert the original payment into a refundable amount.

The exception described in Section 8.2 may override the standard first-occurrence waiver.

5.3 Subsequent Late Cancellations

After the qualifying first late cancellation, subsequent late cancellations are generally subject to a $25 fee.

The fee must be paid separately before another appointment is rescheduled, unless the fee has already been paid or an expressly stated exception applies.

The original appointment payment remains non-refundable and carries forward toward the rescheduled appointment.

The $25 fee is not deducted from any refund.

5.4 Late Cancellation of a Rescheduled Appointment

A rescheduled appointment remains subject to the same cancellation notice requirements.

When a rescheduled appointment is canceled less than 24 hours before its scheduled start time, the applicable late-cancellation fee may apply.

Previous complimentary rescheduling does not automatically provide an additional fee waiver.

6. Patient No-Show Policy

A no-show occurs when a patient does not attend a scheduled appointment and has not provided notice of cancellation or rescheduling.

6.1 First No-Show

SDKare provides one complimentary rescheduling opportunity for a patient’s first qualifying no-show.

For this first qualifying occurrence:

• The $25 no-show fee is waived.
• The original appointment payment is non-refundable.
• The payment is applied toward the rescheduled appointment.
• No additional scheduling-event fee is charged solely for this complimentary rescheduling.

This waiver applies only to the qualifying occurrence and does not provide unlimited fee-free rescheduling.

6.2 Subsequent No-Shows

A subsequent no-show is generally subject to a $25 no-show fee.

When the fee applies:

• The original appointment payment remains non-refundable.
• The original payment is carried forward to the rescheduled appointment.
• The $25 fee must be paid separately before another rescheduling request is completed, unless already paid.
• The $25 fee does not replace the original appointment payment.

An applicable exception, including the original same-day initial appointment exception described in Section 7, may alter whether an additional fee is assessed.

6.3 No-Show Records

SDKare may maintain appointment attendance, missed-visit, cancellation, and rescheduling records as necessary for healthcare administration.

These records may be used to determine whether an event qualifies for a first-occurrence waiver or subsequent scheduling fee.

Any such records will be maintained in accordance with applicable privacy, security, and recordkeeping requirements.

7. Same-Day Initial Appointments

SDKare may offer same-day initial consultations to eligible new patients, subject to availability.

Special booking conditions apply when a new patient schedules an initial appointment for the same calendar day.

7.1 Non-Refundable Same-Day Bookings

The original appointment fee for a same-day initial booking is non-refundable if the patient cancels or misses the appointment.

This condition applies regardless of the amount of time between booking and the scheduled consultation.

The condition must be disclosed before purchase and remains subject to applicable law.

7.2 One Complimentary Rescheduling Opportunity

A patient who cancels or misses an original same-day initial appointment may reschedule it once without an additional scheduling-event fee.

The original appointment payment is carried forward and applied toward the rescheduled appointment.

The complimentary opportunity does not provide a cash refund.

7.3 No Additional No-Show Fee for the Original Booking

If the patient misses the original same-day initial appointment and SDKare retains the appointment payment, no additional $25 no-show fee will be charged for that missed booking.

This rule applies specifically to the original same-day initial appointment.

7.4 Cancellation or No-Show After Rescheduling

Once the same-day initial appointment has been rescheduled, the replacement appointment is subject to the applicable cancellation and no-show rules.

A subsequent late cancellation or missed visit may result in the applicable $25 fee.

The special late-cancellation rule for an initial appointment rescheduled following a no-show is explained in Section 8.2.

7.5 Existing Patients

These special same-day initial booking provisions apply only to qualifying new patient initial appointments.

Existing patients are subject to the standard cancellation, late-cancellation, and no-show rules unless another lawfully disclosed condition applies.

8. First-Occurrence Waivers and Special Circumstances

SDKare ordinarily tracks late cancellations and no-shows as separate categories.

Patients generally receive a one-time first-occurrence fee waiver for each category, subject to the following exceptions.

8.1 No-Show and Late Cancellation Within 24 Hours of Each Other

If a patient has both a no-show and a late cancellation within 24 hours of one another, only the event that occurred first receives the applicable first-occurrence fee waiver.

The second event is subject to the applicable $25 scheduling fee unless another expressly stated exception applies.

For example:

A patient misses a scheduled appointment and receives the first no-show waiver. If the patient then late-cancels another appointment within 24 hours of that no-show, the second event is subject to a $25 late-cancellation fee.

The same principle applies if the late cancellation occurs first and the no-show occurs afterward.

The original payments for the affected appointments remain subject to the applicable non-refundable and rescheduling-credit provisions.

8.2 Late Cancellation After an Initial No-Show Reschedule

A special fee rule applies when a patient misses an initial appointment, receives complimentary rescheduling, and subsequently late-cancels that rescheduled initial visit.

In this circumstance:

• The original initial appointment was missed.
• The patient received a complimentary rescheduling opportunity.
• The rescheduled initial appointment is canceled less than 24 hours before its start time.
• A $25 late-cancellation fee applies.
• The fee applies even if the ordinary first late-cancellation waiver has not previously been used.
• The original appointment payment remains non-refundable and is applied toward a further rescheduled appointment.
• The applicable $25 fee must be paid separately before further rescheduling, unless already paid.

This provision is intended to address repeated short-notice changes involving the same initial appointment.

8.3 Application of Separate Waivers

Outside the special circumstances described above, first-occurrence no-show and late-cancellation waivers are tracked separately.

A waiver applies only to the relevant additional scheduling fee and does not automatically affect the refundability of the original appointment payment.

8.4 No Automatic Additional Waivers

Patients should not assume that a previous complimentary rescheduling opportunity entitles them to unlimited future scheduling changes without fees.

Subsequent events are evaluated according to this Policy.

9. Late Arrival and Missed Appointment Classification

Patients should be available and prepared to begin their consultation at the scheduled time.

9.1 Arrival More Than 15 Minutes Late

A patient who arrives more than 15 minutes after the scheduled appointment time may be unable to complete the consultation if the healthcare provider cannot reasonably accommodate the remaining appointment time.

Where the consultation cannot proceed, SDKare may classify the appointment as missed.

9.2 Provider Discretion and Clinical Circumstances

The provider or appropriate scheduling personnel may evaluate whether a late arrival can reasonably be accommodated.

Factors may include the remaining consultation time, patient safety considerations, and the provider’s subsequent appointments.

A late arrival will not automatically require a particular clinical decision.

9.3 Applicable Fees

If an appointment is properly classified as a no-show, the applicable first-occurrence waiver or subsequent $25 no-show fee may apply.

The specific circumstances will be reviewed before the relevant fee is assessed.

10. Technical Difficulties and Appointment Interruptions

Telehealth appointments depend on appropriate devices, internet access, and functioning communication systems.

10.1 Patient Responsibilities

Patients are encouraged to test their internet connection, device, camera, and microphone before the appointment.

If technical problems occur, patients should promptly notify SDKare using an available authorized support channel.

10.2 SDKare or Provider Technical Problems

An appointment that cannot proceed because of a technical failure attributable to SDKare or the provider will not automatically be recorded as a patient no-show.

The patient may be offered rescheduling or another appropriate resolution based on the circumstances and applicable law.

10.3 Patient-Side Technical Problems

Technical difficulties involving the patient’s equipment, connectivity, or environment will be reviewed individually.

Such difficulties do not automatically create eligibility for a refund or guarantee that the appointment can be completed.

10.4 Interrupted Consultations

Where an appointment begins but is materially interrupted, SDKare will consider the services already provided, the cause of the interruption, and applicable legal obligations in determining an appropriate resolution.

11. Three Consecutive Appointment Cancellations

SDKare may review a patient’s scheduling arrangements after three consecutive appointment cancellations.

This review may occur whether the cancellations were timely or late.

Depending on the circumstances, SDKare may:

• Request additional scheduling confirmation.
• Review available appointment options.
• Apply additional scheduling conditions where lawful and appropriately disclosed.
• Communicate applicable restrictions before confirming future appointments.

Any additional fee must be disclosed before it applies and must be legally permissible.

This section does not establish an automatic, undisclosed charge for three consecutive cancellations.

A scheduling review does not eliminate otherwise applicable refund rights or healthcare continuity obligations.

12. Provider-Initiated Cancellations and Rescheduling

SDKare recognizes that healthcare providers may occasionally need to cancel or reschedule appointments due to emergencies, unexpected unavailability, licensing requirements, or other circumstances.

When SDKare or the provider initiates the cancellation:

• No patient late-cancellation fee applies.
• No patient no-show fee applies.
• SDKare may offer an alternative appointment.
• An appropriate refund will be provided where required by applicable law or the relevant booking conditions.

Patients will not be penalized under this Policy solely because a provider-initiated cancellation prevents the scheduled consultation from taking place.

13. Appointment Credits and Additional Fees

13.1 Carry-Forward of Original Appointment Payments

For qualifying late cancellations and no-shows, the original appointment payment is retained and applied toward the rescheduled appointment.

The payment is not automatically converted into a cash refund merely because the patient requests rescheduling.

13.2 Nature of the $25 Fee

The $25 fee is an additional scheduling charge applicable to specified qualifying late cancellations or no-shows.

It is separate from the original appointment fee.

13.3 No Fee Deduction from Refunds

SDKare does not deduct the $25 late-cancellation or no-show fee from an otherwise eligible appointment-fee refund.

Where the fee applies, it is assessed and paid separately.

13.4 Additional Service Charges

If a patient selects a different healthcare service or purchases an additional service, separate charges may apply based on the price disclosed before that transaction.

An appointment credit does not automatically cover a different service or an additional service purchase.

13.5 Disclosure of Conditions

Any applicable additional scheduling condition or service-specific charge must be clearly disclosed and legally permissible.

SDKare will not treat this Policy as authorization to impose an unspecified fee.

14. How to Cancel or Reschedule an Appointment

Patients should request cancellation or rescheduling through an authorized SDKare scheduling or Patient Support channel.

Email: contact.support@sdkare.com

Phone: (520) 800-6043

If an approved patient scheduling feature is available, patients may also use that feature according to its applicable instructions.

14.1 Information Required

Patients may be asked to provide:

• Full name.
• The email address or phone number used for booking.
• Appointment date and scheduled time.
• Requested cancellation or rescheduling information.
• Appointment reference, if available.

14.2 Timing of Requests

The timing of a cancellation or rescheduling request is determined by when it is received through an authorized channel.

Patients should submit requests sufficiently early to satisfy the applicable notice requirement.

14.3 Rescheduling Confirmation

A requested replacement appointment is not guaranteed until it has been confirmed.

Rescheduled appointments depend on provider availability, service eligibility, and applicable scheduling requirements.

15. Payment Disputes and Patient Rights

Patients who believe that a scheduling fee was assessed incorrectly or that an appointment was improperly classified as a no-show or late cancellation may contact SDKare for review.

SDKare may consider:

• Appointment records.
• Relevant cancellation or rescheduling communications.
• Booking terms disclosed before payment.
• Payment records.
• Relevant technical or provider availability information.

Patients retain rights available under applicable federal and state consumer protection laws.

Nothing in this Policy restricts eligible payment disputes, regulatory complaints, or legally protected refund rights.

16. Relationship to Other SDKare Policies

This Policy should be read together with SDKare’s:

• Terms & Conditions.
• Refund Policy.
• Payment Policy for Clients.

The Refund Policy explains refund eligibility, completed consultations, payment corrections, and refund processing.

The Payment Policy for Clients explains payment authorization, billing responsibilities, and other financial terms.

SDKare’s Refund Policy also describes eligible self-pay patients’ federal Good Faith Estimate rights.

Where applicable law conflicts with a provision of this Policy, the legal requirement controls.

Any lawful service-specific appointment condition must be appropriately disclosed before purchase.

17. Changes to This Policy

SDKare LLC may revise this Policy to reflect changes in scheduling procedures, payment practices, service availability, or legal requirements.

The Last Updated date at the beginning of this document identifies the most recent approved revision.

Where required, SDKare will provide appropriate notice of material changes.

Revisions will not retroactively impose previously undisclosed fees on completed transactions or eliminate accrued statutory rights.

For appointments already purchased, the applicable conditions will be determined according to the booking terms and governing law.

18. Contact SDKare

For questions about appointment cancellations, missed appointments, fee waivers, rescheduling, or this Policy, contact:

SDKare LLC

Website: https://sdkare.com/

Email: contact.support@sdkare.com

Phone: (520) 800-6043

Mailing address: 2810 N Church St, Wilmington, DE 19802, United States

Patients should contact SDKare as promptly as possible when they anticipate an inability to attend a scheduled appointment.

For medical emergencies, call 911 or visit the nearest emergency department. SDKare’s scheduling and Patient Support channels are not emergency medical services.