Headway Cancellation and No-Show Fees: How They Work
Last reviewed: October 30, 2026
Late cancellations and no-shows cost private practices real money. Headway lets each provider set their own cancellation policy and collects the fee for them. Here is how it works, according to Headway’s Help Center.
The basics
- You set the policy, not Headway. The cancellation policy is an agreement between you and your client.
- Cancellation window: choose 24 hours or 48 hours.
- Maximum fee: $200.
- Insurance never covers cancellation fees. No session took place, so there is nothing to bill the insurer. The client pays the full fee.
When a fee can be charged
A fee applies when the client:
- cancels inside your cancellation window, or
- misses the session without telling you beforehand (a no-show).
How to charge a fee in Sigmund
- Open the session in your calendar.
- Cancel it and choose the reason “Client did not show” or “Client canceled session”. Other cancellation reasons do not allow a fee.
- Headway pre-fills your standard fee. You can edit it.
- Save. Headway charges the client’s card on file.
Forgot to add a fee? Re-add the session to your calendar and cancel it again with the fee.
When do I get the money?
Fees are paid to you, not to Headway. They appear in your regular payout (the 15th or the last day of the month) after the client’s payment succeeds. Until then, the fee shows in the Pending tab of Payments. Keeping clients’ payment details current avoids delays. See Headway’s payment schedule.
Waiving or changing a fee
You can change a fee or waive it (set it to $0) until the next payment run. Headway then processes any charge or refund. Headway itself cannot reverse or waive a fee: clients who dispute a charge are directed back to their provider.
How clients learn about your policy
Clients can see your fee and cancellation window in session reminder emails. You can also explain it at the first session and send your policy through the Form library so it is signed with your informed consent.
Medicare Advantage and other plan rules
Some plans limit cancellation fees. Headway’s Medicare Advantage guidance says fee rules generally follow Medicare rules, and fees cannot be charged for Kaiser Permanente Northern California no-shows or cancellations. See our Medicare Advantage guide.
Tips for a fair policy
- Put the policy in writing and get it signed before session one.
- Use reminders so clients are rarely surprised.
- Be consistent, but consider waiving the fee for genuine emergencies; it protects the therapeutic relationship.
- Document no-shows in your notes.
FAQ
What is the maximum cancellation fee on Headway?
$200.
Can I bill insurance for a no-show?
No. Insurance cannot be billed for sessions that did not take place.
Can Headway waive a fee for my client?
No. Only the provider can change or waive a fee.
Source: Headway – Cancellations and rescheduling.
