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 set 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 - Documentation is not provided or accepted in order to excuse the absence
Absences
Professionals have the right to provide documentation to excuse any adverse action taken on their account.
Illness
Death in the family
Accident
Inclement Weather
Other major incidents or disasters not mentioned
Documentation MUST be provided within 30 days of the offense
Documentation MUST be dated and or timestamped from the following sources:
Hospital / Dr Office letter
Car repair/insurance repair receipt
Police Report
Weather alerts
Funeral information
Unapproved Documentation:
Pictures of car accidents / flat tires
Pictures of medical issues provided by the professional
Fraudulent/forged documentation
Cloud Dentistry allows for a maximum of 7 excused absences each year.
Unexcused absences are tracked on a rolling 12-month (365-day) basis from the date of the first offense.
Example: If a professional only no-showed twice over three years, those would not count as multiple offenses under the policy—only the most recent incident within the past year would apply.
If a professional accumulates multiple unexcused absences within one year, the consequences escalate. The timing of the latest offense determines the penalty based on how many unexcused absences occurred within that 12-month window.
Example: If a professional has two unexcused absences in January 2025 and another in March 2025, that totals three within a year. This would be treated as a third offense, resulting in a 3-month suspension and cancellation of all upcoming 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 on 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 with less than 24 hours prior to the start of a booking is particularly hard on the office, so your score will decrease by 50 points when this occurs.
The most serious issue is not showing up at all. Patients could be waiting, and a no-show reflects poorly on the office and results in lost revenue. If this happens, your score will decrease by 100 points.
The impacts on 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.