If your clinic has enabled online appointment management, you can cancel your appointment directly through the Client Portal without needing to contact the practice.
You can also choose to leave a message explaining the reason for the cancellation.
Accessing the Client Portal
Appointment-specific access
To access the Client Portal, you must first authenticate yourself using the Manage Appointment link. This link may be included in your appointment confirmation email or SMS, for example, and allows you to manage that specific appointment only.
Example appointment confirmation email with the 'Manage appointment' link:
Full Client Portal Access
Alternatively, if your clinic has provided a full Client Portal link, you can use this to request a magic access link by entering your email address or mobile number. Once received, use the magic link sent to your inbox to authenticate yourself and view all eligible appointments linked to your account.
If you are unsure how to access the portal, please read:
How to authenticate via the Client Portal
How to Cancel your Appointment in the Client Portal
- Access the Client Portal using the magic link
- Authenticate your user using your Date of Birth and Postcode
- Under Upcoming Appointments, click View for the appointment you would like to cancel.
Important: if you are accessing the Client Portal via a magic link in an appointment confirmation, you will only have access to the related appointment. In this case, you will see at the top that you are only authenticated for that specific appointment:
- Alternatively, click View all appointments, and locate the appointment under Future Appointments (Note: to view all appointments, you must be logged into the full version of the Client Portal. Please contact your clinic if you require full access to your appointments)
- Click Cancel Appointment
- You will then see a modal asking you to confirm the cancellation. Enter an optional message to the clinician and click Cancel appointment to confirm
- You will see confirmation on screen that the appointment has been cancelled.
If you cannot see an option to cancel the appointment, this means the appointment is no longer eligible for online cancellation. You will need to contact the clinic directly if you wish to cancel your appointment.
Optional message to your clinician
Before confirming the cancellation, you will have the option to leave a message for the clinician explaining the reason for cancelling.
If provided, this message will be sent directly to the practice.
Some practices may disable online cancellation within a certain timeframe before your appointment.
For example, your clinic may only allow cancellations more than 24 or 48 hours before the appointment start time.
If online cancellation is no longer available, please contact the clinic directly to cancel.
Cancellation policy and refunds
Your clinic may have a cancellation policy in place.
If you paid for your appointment online, any refund will depend on the clinic’s refund and cancellation policies. In some cases:
- A full refund may be issued
- A partial refund may be issued
- No refund may be available for late cancellations
If applicable, refund information will usually be shown during the cancellation process.