When you (a professional) and an office agree to a booking, the office faces a financial penalty if they cancel within 1 hour of the booking's start time or if they turn the professional away upon arrival.
If you fail to show up for a confirmed booking, the office may suffer financial or reputational harm. However, Cloud Dentistry does not charge you a fee since we do not have a payment method on file for professionals, and we may not be able to withhold payment in future transactions.
Instead, we can suspend or remove you from the Cloud Dentistry platform. Some no-shows have reasonable explanations and can be forgiven. The no-show may be excused if you provide dated documentation for your absence that is accepted by our Account Resolutions department. Examples of acceptable documentation are items such as a doctor's note, tow receipts for vehicle issues, etc., that prove you had a true emergency that prevented you from canceling the assignment with more than 24 hours notice. Otherwise, our policy is to suspend or remove you from the platform.
Understanding Statuses for Cancellations and No-Shows
Suspension - Professional that is suspended from the platform for a period of time. The current minimum suspension time is one week.
PermaBan - Professional who is permanently banned from the platform. Access is completely revoked.
Excused Absence - Absence that is excused; no adverse action will be taken on their account, including Profile Score.
Unexcused Absence - Professional does not provide any documentation for missing their assigned job.
Absences
Professionals have the right to provide documentation to excuse any adverse action taken on their account.
Illness
Death in family
Accident
Inclement Weather
Other major incident or disaster not mentioned
Documentation MUST be provided within 30 days of offense
Documentation MUST be dated and or timestamped from the following sources:
Hospital / Dr Office letter
Car repair / insurance repair receipt
Weather alerts
Funeral information
Unapproved Documentation:
Pictures of car accidents / flat tires
Pictures of medical issues provided by the professional
These rules for unexcused absences accrued within one (1) year (365 days) of first offense.
If a professional has only no- showed twice in 3 years, the first offense rule would apply at the beginning of the year. If the professional has a late cancellation and no-showed within the year, the same number of weeks / months applies to the cancellation of the worst offense.
Example - Professional has 2 unexcused absences in January 2025 then one more in March 2025, this would be considered a third offense with a 3 month suspension and cancellation of future assignments.
No Show Rules - Unexcused
One no show - 2 weeks suspension
Two no shows - 4 weeks suspension
Three no shows - 3 months suspension - cancel future bookings
Four no shows - 6 months suspension - cancel future bookings
Five + - permaban - cancel future bookings
Late Cancel Rules - Unexcused
One late cancel - 1 week suspension
Two late cancels - 2 week suspension
Three late cancels - 1 month suspension - cancel future bookings
Four late cancels - 6 month suspension - cancel future bookings
Five + - permaban - cancel future bookings
Impact of Cancellations and No-Shows to Profile Score
Once a booking is agreed upon between the professional and the office, attendance and promptness are critical for Profile Score.
When you agree to a booking, the office will cancel the request to other professionals and decline any other applicants. If you cancel, the office has to start the process all over again. So if you cancel, your score will go down by 10 points.
Canceling within 24 hours prior to the start of a booking is particularly hard on the office, so your score will go down by 50 points when you cancel within 24 hours.
The worst of all is a no-show. Patients may be waiting for you and not showing up makes the office look bad and lose money. When this happens, your score goes down by 100 points
The impacts to Profile Score are in addition to the unexcused guidelines listed above.
If you can’t make a confirmed booking, it’s always in your best interest to cancel the booking right away. The longer you wait, the greater the penalty will be.