Appointment Scheduling, Cancellation, Rescheduling, and No-Show Policy
Last updated: January 14, 2026
Official time zone: Colombia (America/Bogota)
This policy applies to:
Appointments included in memberships scheduled within the BeFree app.
Individual appointments scheduled through BeFree’s official WhatsApp channel or the website www.befreehealth.ai.
Viewing this policy without logging in
On the BeFree login screen, a visible link titled “Scheduling and Cancellation Policy” will be displayed. This link will open this document in a web view (WebView).
Appointment duration
• Psychology: 60 minutes.
• Psychiatry: 30 minutes.
If the user joins the session late, within a maximum of 10 minutes after the scheduled start time, the appointment will still take place but will not be extended. It will end at the originally scheduled time.
Appointment statuses (in the BeFree app)
• Scheduled appointment: the user selected an available time slot and submitted the request.
• Pending appointment: the appointment request is awaiting professional acceptance.
• Confirmed appointment: the appointment has been accepted by the professional and is reserved.
• Completed appointment: the service was provided.
• User no-show: the user did not attend or did not connect within the allowed time.
• Professional no-show: the professional did not attend or did not connect within the allowed time.
• Late cancellation: cancellation or rescheduling performed after the allowed deadline (see section 5).
Punctuality and tolerance window (10 minutes)
BeFree establishes a 10-minute tolerance window from the scheduled appointment time for joining the session.
• If the user joins within the 10-minute window, the appointment will proceed and end at the originally scheduled time (it will not be extended).
• If the user does not join within the 10-minute window, it will be considered a User no-show.
• If the professional does not join within the 10-minute window, it will be considered a Professional no-show.
Cancellation and rescheduling (User with active membership)
5.1 Cancellation or rescheduling without penalty (48 hours)
The user may cancel or reschedule an appointment up to 48 hours before the scheduled time without penalty.
5.2 Late cancellation (less than 48 hours)
If the user cancels or reschedules with less than 48 hours’ notice:
• The appointment will be marked as Late cancellation.
• The consultation credit corresponding to the current billing cycle of the membership will be forfeited, as the clinical slot was reserved and could not be reassigned in time.
No-show policy
6.1 User no-show (active membership)
A User no-show is considered when:
• The user does not connect within 10 minutes after the scheduled time.
Consequence:
• The appointment status will be User no-show, and the consultation credit for the billing cycle will be considered used.
• Rescheduling of that appointment will not be enabled, as the clinical slot was reserved.
• If the user wishes to schedule a new appointment, they must do so through BeFree’s official WhatsApp channel or website and pay the applicable individual consultation fee.
6.2 Professional no-show
A Professional no-show is considered when:
• The professional does not connect within 10 minutes after the scheduled time.
Consequence:
• The appointment will be marked as Professional no-show.
• The user may reschedule through the app without losing their consultation credit.
Individual appointments scheduled through official channels (WhatsApp or website) — Pay-per-appointment
7.1 Cancellation or rescheduling (minimum 48 hours’ notice)
The user may cancel or reschedule an individual appointment with at least 48 hours’ notice before the scheduled time, through the same official channel used for booking (WhatsApp or website), subject to availability.
7.2 Late cancellation by the user (less than 48 hours)
If the user cancels or requests rescheduling with less than 48 hours’ notice:
• The appointment will be marked as Late cancellation, and
• The consultation will be forfeited, with no refund under any circumstances.
7.3 User no-show
A User no-show occurs when the user does not connect within the 10-minute tolerance window after the scheduled time.
Consequence:
• The appointment will be marked as User no-show.
• No refund will be issued under any circumstances.
• To receive care, the user must schedule a new appointment and pay the current individual consultation fee through the official channels (WhatsApp or website).
7.4 Professional no-show
A Professional no-show occurs when the professional does not connect within the 10-minute tolerance window after the scheduled time.
Consequence:
• The user may contact BeFree support to report the no-show via the WhatsApp channel available in the app or by emailing info@befreehealth.ai.
• BeFree will provide a response and resolution within the next 24 hours.
• The user will be entitled to reschedule the appointment at no additional cost, as soon as possible, subject to availability.
Repeated cancellations and 3-cancellation monthly block
To protect clinical availability and ensure fair access to appointments:
• If a user makes 3 cancellations within the same calendar month, BeFree will apply the following measures:
Appointment scheduling will be blocked for the remainder of that month (the user will not be able to schedule new appointments during that period).
Loss of the consultation credit for the current billing cycle (if the plan includes consultation credits).
The user must wait until the next billing cycle to schedule appointments again.
BeFree may implement additional control mechanisms in cases of misuse patterns (e.g., repeated cancellations to “hold” slots), always maintaining the clinical and operational objectives of the service.
Reminders and user responsibility
BeFree may send reminders (push notifications, email, SMS, or WhatsApp, depending on configuration and channel); however:
• BeFree does not guarantee reminder delivery (it depends on the device, permissions, connectivity, carrier, and/or filters).
• The user is responsible for verifying the date and time of their appointment and attending punctually.
Time zone (Colombia)
• All appointments and timeframes in this policy are interpreted according to Colombia time (America/Bogota).
• The user must ensure their device displays the correct local time.
Technical failures and exceptional cases
If a failure attributable to BeFree occurs (general outage, access error, invalid link provided by BeFree, platform issue), BeFree may:
• Restore the consultation credit, or
• Reschedule without penalty, as applicable.
If the issue is attributable to the user (unstable internet, missing permissions, device without battery, etc.), the 10-minute tolerance window remains in effect and User no-show rules apply.
Reports, support, and response times (24-hour SLA)
If you need assistance or wish to report a Professional no-show, you may contact us through:
• The WhatsApp channel available in the BeFree application, or
• Email: info@befreehealth.ai
BeFree will provide a response and resolution within 24 hours (counted from the time the report is received through official channels).
Policy updates
BeFree may update this policy for operational, clinical, or regulatory improvements. The current version will be the one published on the web/app, including its update date.
