When an office cancels a booking made through our booking request system on short notice, you may be eligible for compensation — either a late cancellation fee, Turn Away Pay or Guarantee Pay. The amount you receive (and which option applies) depends on the tie and date of cancellation. For comprehensive information about Turn Away Pay, or Guaranteed Pay please refer to links below.
Compensation by timing
When the office canceled | What you may be eligible for |
More than 24 hours before the booking start time | Nothing — but no Profile Score impact for you either |
Less than 24 hours, more than 1 hour before the booking start time | Late cancellation fee — based on your role rate |
Less than 1 hour before the booking start time, OR you were turned away on arrival | Turn Away Pay — half the booked hours, up to 4 hours - see What is Turn Away Pay? |
Within 4 hours of you accepting the booking | Nothing — this is a free-cancel window for offices |
After work has already started booking, or mid-shift | Guarantee Pay - See "What is Guarantee Pay?" |
Eligibility checklist
Your booking was made through the booking request system
Your payment terms are not W2-only (W2 bookings are paid by the office; we don't intermediate)
You report the cancellation within 30 days
You weren't able to secure another booking for this date
You did not late cancel or no-show prior to the office canceling
Turn Away Pay
If you cancel within 60 minutes of the start, or the professional arrives and is turned away, they're entitled to half of the booked hours, up to 4 hours.
If the professional arrives and the office is closed, they're asked to wait 30 minutes after the start time and try to reach office staff. If no one responds, they're eligible for Turn Away Pay. See What is Turn Away Pay? for details
Guarantee Pay
If the schedule falls apart mid-day. If the professional has already started and you no longer need them — patient cancellations, schedule changes, etc. — they may be eligible for Guarantee Pay. See What is Guarantee Pay? for details.
Late cancellation fee
When you are cancel less than 24 hours out, the fee is paid to the professional as compensation for holding the day:
$100 per specialist
$75 per hygienist
$40 per dental assistant or front office staff
How to report
The complaint button linked to the appointment, OR
Email service@clouddentistry.com, OR
The chat bubble on your dashboard (bottom right corner)
How you'll be paid
If you're eligible and your payment terms aren't W2-only, payment is processed via Cloud Direct Pay — funds go directly to your bank account. Make sure your bank info and W-9 are on file. We don't issue paper checks.
Does this affect my Profile Score?
No. When the office cancels, you don't lose Profile Score points.
A note on intent
Late cancellation fees are designed to supplement your day if you can't fill the gap with replacement work. If you do pick up another booking, the assignment may no longer be eligible for cancellation compensation.
Force Majeure / inclement weather
If the office cancels due to severe weather or another Force Majeure event, fees aren't issued, but late cancellations and no-show marks against your Profile Score can be excused. See Force Majeure & Inclement Weather Cancellations for the full process.
Cloud Dentistry reserves the right to determine eligibility for late cancellation fees, Guarantee Pay, and Turn Away Pay.