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What happens if the booked professional late cancels or no-shows their confirmed booking?

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Written by Cloud Dentistry
Updated yesterday

While it's uncommon for professionals to miss confirmed assignments, it can occasionally happen. In fact, less than 2% of confirmed bookings result in a no-show, with <1% of no shows being from RDHs.

To minimize this risk, consider booking professionals with a strong Profile Score, which reflects their reliability. Learn more about how Profile Scores impact office accounts here.

If a professional does not show up for their assignment, please follow these steps:

  1. Report the No-Show

    • Go to the assignment in question on the platform and click the “no show” button to notify our team.

  2. Impact on a Professional’s Profile Score

    • Professionals who miss an assignment without a valid reason will face a significant point deduction on their Profile Score.

    • If the professional can provide documented evidence for their absence (e.g., car accident), our Member Services team will review the situation to determine if the excuse is acceptable.

This process ensures accountability and helps maintain the reliability of our platform.

Understanding Impacts to Professionals for No-Shows and Cancellations

We stress the importance of attendance and punctuality for confirmed bookings with professionals; however, on the rare occasion a professional late cancels and/or no-show, please note the following process in place to help avoid future cancellations and no-shows based on repercussion to both their Profile Score and status on Cloud Dentistry.

Professionals’ Statuses as a Result of Cancellations and/or No-Shows

Suspension - Professional that is suspended from the platform for a 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 - Professional does not provide any documentation for missing their assigned job.

Process for Professional Absences

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

    • Weather alerts

    • Funeral information

  • Unapproved Documentation:

    • Pictures of car accidents / flat tires

    • Pictures of medical issues provided by the professional

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

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