If the dental office cancels your appointment with less than 24 hours' notice before the start of the booking and the booking was made through our booking request system, you might qualify for a cancellation fee or partial payment that we call "Turn Away Pay." The amount of this payment will be determined by the time of the cancellation of the assignment. Turn-away pay is only issued when the cancellation is less than 1 hour from the assignment start time or you have been turned away upon arrival. Cancellations in the 23 hours between the 24-hour mark and the 1-hour mark are only eligible for the late cancellation fee as outlined in our terms of use.
To be eligible for this compensation, report the cancellation within 30 days using the complaint button linked to your appointment, by contacting customer service at service@clouddentistry.com or by using the chat feature on your dashboard by clicking the chat bubble in the bottom right-hand corner of your screen.
If eligible, your compensation will be processed via our direct pay system, requiring your banking information and W-9 form to be uploaded to your account. Please note, that payments will not be issued by check.
Keep in mind with our new Profile Score system, if an office cancels the booking, the professional will not have points deducted.
Please note: The late cancellation fee is only meant to be used as a supplement if replacement work for the day is not received or accepted by the professional.
Inclement Weather Cancellations
For bookings that are impacted due to inclement weather (force majeure), the office and professional will need to cancel the booking(s) and contact Member Services immediately via email service@clouddentistry.com or via the chat icon. Both parties will need to cite the weather as the cause for cancellation. Late cancellation fees are waived due to extreme weather events, and late cancel/no-shows are excused for the professional in regards to their profile score. Inclement weather can include snow, ice, hurricanes, tornadoes, floods, and other serious situations.
*If an assignment is booked, confirmed, and then canceled by the office, all within 4 hours of your acceptance, no fee will be issued.