Being able to configure your appointment cancellation policy is an excellent way reduce DNAs and last minute cancellation, whilst still empowering your patient to take control of their healthcare.

The cancellation policy is the window of time prior to an appointment that a patient can not cancel an appointment on their own online. You can configure the cancellation policy to match your practice's needs.

Edit your cancellation policy

1. Navigate to the settings using the ⚙️ icon in the top right hand side of the page to open the main settings page.

2. Open the Booking setting menu and click Cancellation policy

3. Define the number of hours/days you wish to set your cancellation policy.

4. Once you have configure the cancellation policy click Save to confirm the new policy.

In the event that patient wants to cancel an appointment during the no cancellation window they will need to contact your practice to confirm the cancellation.

Default cancellation window

By default all new practice groups in Hero have their cancellation policy set to 24 hours, once this cut off has been met patient will not be able to cancel the appointment online.