Teladoc Cancellation Policy
What to know when you can’t make it to your visit
If you need to cancel your Teladoc visit, we ask that you do it as soon as possible. When you cancel in a timely manner, we can offer your visit time to someone else. But if you wait too long or miss your appointment, your care provider can’t help another member who needs care. You may also be charged a fee.
Rescheduling your visit
Unless you no longer need care, rescheduling is our recommended option. You can reschedule a visit until 24 hours before. Just sign in to your account and select Reschedule under the upcoming visit displayed on your home screen. You may have to scroll down to see it, if using the mobile app.
Canceling your visit
A $50 fee will be charged for:
- Cancellations within 24 hours of a Mental Health visit
- No-shows (missing your Mental Health visit)
This fee does not apply if you have Medicare, Medicaid or Federal Employee Health Plan coverage or live outside the United States.
When scheduling a Mental Health visit, you will be asked to save a debit or credit card to your account for this purpose. Teladoc can’t charge fees to a health savings account (HSA) or flexible spending account (FSA) card. Penalty fees aren’t HSA- or FSA-eligible expenses.
We know that sometimes it isn’t possible to make it to your appointment on time. So, the first late-cancellation or no-show fee will be waived.
Will I be charged a fee if my care provider cancels or doesn’t show up for a visit?
No, a fee will not apply.
Why am I being prompted to add a card if I don’t owe a copay?
A credit or debit card is required to cover potential late-cancellation and no-show fees. It will only be charged if a late cancellation or no-show occurs.
Why was I asked if my card is for an HSA or FSA?
Penalty fees aren’t HSA- or FSA-eligible expenses. If a late cancellation or no-show fee is charged to an HSA or FSA card, you could have to pay tax or a fee to the Internal Revenue Service (IRS). We want to help make sure this doesn’t happen. If your card is for an HSA or FSA, you must add a secondary credit or debit card to cover potential fees.
Can I use my HSA or FSA card to pay for late-cancellation and no-show fees?
Penalty fees aren’t HSA- or FSA-eligible expenses. If you add an HSA or FSA card to your account, you must add a secondary credit or debit card to cover potential fees.
Can I still use my HSA or FSA card for copays?
Yes, you will have the option to choose which card to use for your healthcare. We will only charge your secondary card for late cancellations and no-shows, unless you select it for a copay.
How do I know if my card is for an HSA or FSA?
Most cards associated with a health savings account or flexible spending account are marked. Check the front and back of your card for words like “health savings account” or “flexible spending account.” It may also mention HSA or FSA in the fine print.
What if I have other questions about this cancellation policy?
Call Teladoc at 1-800-835-2362.