If you arrive at a confirmed booking and the office is closed, you're turned away, or something else has gone wrong on-site, follow the steps below. You may be eligible for Turn Away Pay — see What is Turn Away Pay? for full eligibility, payment, and reporting details.
Office Is Closed
If you arrive and find the office closed despite having a confirmed booking, please wait for 30 minutes after the scheduled start of the assignment.
Attempt to contact the office directly through platform messaging and by phone. Proof of these attempts may be requested.
Document your presence — screenshot your location with a visible date/time stamp, and note your arrival/departure times along with any contact attempts.
If you're unable to enter after 30 minutes, report the office's absence to a Member Services agent via live chat or email at service@clouddentistry.com to request compensation. Include your documentation of attempts to contact the office and of your arrival.
Office Turned Me Away Upon Arrival
If the start time has not passed, ask the office to cancel the booking in the platform so that this is reflected accurately.
If the start time has passed, and the booking is still showing as confirmed, ask the office to sign a Cloud Direct Pay timesheet, write the arrival time, and note the reason for the canceled day (e.g., "turned away upon arrival").
If neither party has a Cloud Direct Pay timesheet, a written verification with date, practice name, arrival time, and notation of cancellation upon arrival, with office staff signature will be acceptable.
Do not upload the timesheet for Turn Away Pay requests — instead, contact Member Services via live chat with a photo of your timesheet to request compensation.
If the booking still shows as confirmed, and no signed documentation can be provided, our team will need verification from the office prior to issuing any compensation.
Office Canceled Less Than 1 Hour Before, or En Route to Booking
If the office cancels less than 1 hour before the start, or while you are en route, contact our Member Services team via live chat or email to request compensation.
Office Booked Me for the Wrong Location
If you arrive at the address listed in the booking and the address is incorrect:
Contact the office via messages and phone calls to confirm the address.
If you are asked to attend another location, this is your decision.
If you do attend, the office should compensate you for the scheduled time or your arrival time at the booked location, or you may be eligible for Guarantee Pay (hours booked, minus one).
If you decline the alternate location, you may still be eligible for Turn Away Pay.
Report your decision and circumstances to Member Services at your earliest convenience via the chat bubble.
Key reminders:
If you do gain entry, the office should compensate you for the wait time when you arrived on schedule. Guarantee Pay may also apply.
For Turn Away Pay eligibility, payment, and how to report, see What is Turn Away Pay?
Note: Only one type of compensation applies per booking: Turnaway, Late Cancellation, Guarantee Pay, or Hourly Rate.