🔁 How to cancel, reschedule, or rebook your child's therapy visit

Schedules change — we get it. This article walks you through how to cancel or reschedule your child's therapy visit, and how to rebook a therapy intake visit that was missed or canceled. If this is an emergency, call 911, or call or text 988.

First, good to know: there's no cancel button in the app

Your parent account doesn't have a cancel or reschedule button. Instead, you have three ways to make a change:

• Message your child's therapist through your account — the fastest way to reschedule.
• Reply to your appointment confirmation text — Hazel's automated assistant answers these texts and can help you cancel or reschedule.
• Call Hazel at 1-800-764-2935 (1-800-76-HAZEL) — for cancellations or rescheduling. The automated line can cancel a visit right away; for rescheduling, leave your request and your child's therapist will follow up to find a new time. You can also leave a voicemail for a callback any time.

Whichever you choose, we highly encourage you to give at least 24 hours' notice when you possibly can. It's not a penalty — it just gives your child's therapist time to offer the slot to another student and to get your child rebooked sooner.

To reschedule: message your child's therapist, or call us

Rescheduling is handled with your child's therapist, so the fastest path is a quick message:

1. Log in at my.hazel.co/patient. (Don't have an account yet? See Parent account creation.)
2. In the Children section, tap your child's name.
3. Choose the visit you'd like to change.
4. Use the chat to message the therapist and let them know you need a new time.

Your therapist will work with you to find a new time. Keep in mind that your preferred slot may not always be available, so care could be delayed a bit. For more on finding your visit chats, see How to view past visits / visit chats.

Prefer the phone? Call 1-800-764-2935 (1-800-76-HAZEL) and leave your reschedule request with the automated assistant, or as a voicemail — your child's therapist will follow up with new time options.

To cancel: call the scheduling line

Call 1-800-764-2935. The automated line can cancel one visit — or several — in a single call. Here's what to expect:

1. If you have more than one child enrolled, you'll be asked which child you're calling about.
2. You'll hear your child's upcoming visits and pick the specific one you want to cancel.
3. You'll get a short reminder about Hazel's attendance policy (see below).
4. Nothing is canceled until you confirm — once you do, it's done.

Your child's therapist is notified automatically when a visit is canceled, so there's nothing else you need to do. You won't receive a cancellation confirmation text or email, but the visit will show as canceled in your account.

What the phone line can't do

• Book brand-new visits — new appointments start from your parent account, where you can pick an intake time yourself. See Self-Scheduling an Intake Visit and Requesting online therapy for your child: the parent referral walkthrough.
• Cancel all of your child's upcoming visits — see "Withdrawing from the program" below.
• Handle physical health visits — see "Physical health visits work differently" below.

You can also reply to the appointment confirmation text

Hazel's appointment confirmation texts are answered by an automated assistant, so you can reply to one in your own words if you need to cancel or reschedule that visit — no phone call needed. (Reply STOP at any time to opt out of Hazel texts, or START to opt back in.)

Missed or canceled intake? You can rebook it by phone

There's one thing the phone line can book: if your child's therapy intake visit was missed or canceled within the past 7 days (or an upcoming intake was canceled), the line can rebook it for you. It will offer new times — searching up to 8 weeks out if needed — and once you confirm, you'll receive an email confirmation with a link to add the visit to your calendar.

Physical health visits work differently

Everything above is about therapy visits. The Hazel phone line does not schedule, cancel, or reschedule physical health visits. Those are arranged one of two ways:

• Your school nurse or health office schedules them — reach out to them directly for anything related to a physical health visit at school.
• You can request one from your Hazel account. Sign in at my.hazel.co/patient and use the Request Medical Care button — it sits right next to the Request Online Therapy button on your home screen.

Withdrawing from the program (canceling everything)

Canceling all of your child's upcoming visits means leaving the program, and a person handles that — not the automated line. Email [e-mail] or message your child's therapist through your account, and they'll take care of it for you. Your child is always welcome to re-enroll later.

A quick note on attendance

To make sure every child gets the most out of therapy, Hazel has an attendance policy: a child may be withdrawn from the program if they miss two intake visits or three ongoing therapy visits due to family-initiated cancellations, reschedules, or no-shows. If that happens, you can still re-enroll your child at a later date. Giving as much notice as you can — ideally 24 hours or more — helps keep your child's spot and their progress on track. The full policy is in Hazel's therapy attendance policy for families.

Still have questions? Email [e-mail], or call 1-800-764-2935 (1-800-76-HAZEL) — our automated assistant can help with many requests right away, and you can leave a voicemail for a callback.