Provider FAQs

Eligible private healthcare professionals, clinics and healthcare organisations, working as sole traders or through a limited company. Providers must complete the relevant verification before accepting bookings.

Some services need a particular professional register: dentistry the GDC, eye care the GOC (or the GMC for an eye doctor), osteopathy the GOsC, chiropractic the GCC, podiatry and dietetics the HCPC. Sports massage is not listed as a service of its own. SQEDULE does not list complementary, alternative, beauty or general wellness services on their own.

Yes. When you set up your clinic you say whether you are a sole trader or a limited company. A sole trader gives their legal name, the name they trade under, a business address and photo identity. A limited company gives its Companies House number, which SQEDULE checks on the register, and the name and role of its authorised representative and beneficial owners.

Yes. Patients see how to complain to you on your clinic page. If you do not have a written procedure, the complaints step of verification offers a template filled in with your clinic name and contact details: fill in the parts marked to complete it, or download it to adapt.

It depends on your profession and services. You may be asked for professional registration, qualifications and credentials, insurance, regulatory information, identity details and business information. See provider verification.

Yes. Each practitioner who needs professional verification completes the relevant checks before their services are available.

Yes, from your provider booking calendar.

Yes. The SQEDULE booking widget lets patients see your availability and book from your own website. It is included on the Widget and Complete plans, and bookings through it carry no commission.

Choose the Website or Complete plan for a simple SQEDULE website, connected to your provider profile, services and booking calendar. Bookings through it carry no commission. You don't need one to be listed on the marketplace.

Yes. New availability you publish is visible to patients straight away, and patients who saved your practice and chose last-minute availability alerts are emailed about it.

Only those who opted in. A favourite does not give permission for marketing. Patients can save your practice only after booking with you, and on the favourite choose separately whether to get your offers and news and your last-minute availability alerts.

On the Connect and Complete plans you can email the patients who saved your practice and opted in, from SQEDULE's templates. A new service, practitioner, location or opening hours, a provider update and offers go to patients who chose offers and news; last-minute and new availability go to those who chose last-minute availability alerts. You add one optional line of your own. You never see who the patients are. A patient who found you on the SQEDULE marketplace pays for that once: a booking from your messages carries no commission while commission on an earlier booking of theirs with you stands.

Each month includes 4 campaigns, 20 last-minute alerts and 2,000 email deliveries across all your locations, shown on your Connect page before you send. Unused allowance does not carry over. You can buy prepaid top-ups: each lasts 30 days from when it is paid and does not renew. You are never charged automatically for going over.

Pay as you go has no monthly fee. Widget is £5.99 a month, Website £12.99, Connect £18.99 and Complete £29.99, or about two months less paid yearly. Your first paid plan starts with 30 days free. Each plan also has its own marketplace commission rate. Prices are subject to any applicable taxes; the pricing page says whether SQEDULE charges VAT. See pricing.

Only on bookings SQEDULE's marketplace brings you, from 10% (at least £5 on a completed booking) on Pay as you go down to 2% on Complete, with a cap on each booking. Commission on what the patient pays when booking goes on the statement for the month it was paid. After the appointment it is worked out on what the treatment actually cost, at the plan you are on when the appointment starts, and the difference is added or credited. Bookings through your own link, widget, SQEDULE website or payment links carry no commission. A patient who found you on SQEDULE pays for that once: bookings through their favourites or your Connect messages carry none while commission on an earlier booking of theirs with you stands.

Nothing is taken from the patient’s payment: you receive it in full, less Stripe’s fee. Commission goes on a monthly statement, issued on the 1st for the month before: commission on deposits and full payments made that month, and the difference once each appointment’s commission is final. Save a Bacs Direct Debit or a card in Plan and billing and SQEDULE collects each statement on the 14th, or the next working day, trying again on the 15th, 18th and 21st if a payment fails. If it is still unpaid on the 22nd, new bookings through the SQEDULE marketplace pause until it is paid; your listing, your own booking routes and your appointments carry on, and there is no late fee. Plan subscriptions are invoiced separately.

If SQEDULE brought you a patient for a consultation that took place, and their first related treatment (in the same service) is booked within 6 months of it, through SQEDULE or directly with you, the two share one cap. Declare a treatment booked directly in Plan and billing when it is booked, with any deposit received, and report what happened afterwards. In the cap, the rate of your plan when the treatment starts applies to the treatment, up to that plan's cap less the commission the consultation already carried, with no second minimum and never below zero. If the consultation carried more than that cap, nothing is refunded. The treatment itself can be later than 6 months, and moving it keeps its original booking date.

Patients pay for paid services when they book, through Stripe into your own payment account: a deposit or the full price, as you choose on the Payments tab. Free services take no payment.

Stripe charges a fee for processing online payments, directly to you as the provider. It is separate from SQEDULE's plans and commission, and SQEDULE does not receive it. Stripe currently charges 1.5% + 20p for a standard UK card payment; other rates can apply depending on the payment method, card type and currency.

SQEDULE takes no commission when a patient cancels, even late, whatever you keep under your policy. Commission already invoiced on their deposit is credited on your next statement. If you cancel, the commission on the deposit is collected with its statement and credited back on the following one; moving an appointment is not a cancellation, and its commission carries over. If you refund a patient, the commission is reduced to match. The details are in the Provider Terms.

SQEDULE takes no commission when a patient does not attend, whatever you keep under your policy, and commission already invoiced on their deposit is credited on your next statement. If a treatment could not go ahead, there is commission only on a separate assessment that was delivered and charged for. When you record that a patient did not attend, SQEDULE emails them, so a patient who did come can tell SQEDULE support.

Within 24 hours of the end, record the outcome on the booking: completed, cancelled (with who cancelled: the patient is refunded under the booking’s terms, and there is no commission), did not attend, unable to proceed or disputed. If you record nothing, SQEDULE treats the appointment as completed at the booked price, unless a payment problem, complaint or dispute is flagged, and the patient has 7 days to raise an issue before the commission is final. If only part of the treatment was delivered, record it as completed and say what was delivered. For a booking with a deposit online and the rest paid at your clinic, also confirm the final amount and how it was paid. If a patient raises an issue, give your account on the booking. SQEDULE reminds you after 3 days and uses the booked price after 14 days; you can dispute that charge in Plan and billing.

SQEDULE tracks registration and document expiry dates. You may need to give updated information or documents to keep offering the services they cover.

Every six months you confirm that your services, descriptions and prices are still current, and every year you renew the provider declaration. Both are under Verification in your clinic workspace. SQEDULE reminds you by email and on your checklist before each is due. If one is more than 30 days overdue, your services are hidden from patients until it is done; existing appointments are kept.

Start at set up your clinic, then complete the four set-up stages in your workspace: clinic details, services, appointment times (or your diary connection) and verification, and submit them for review. A SQEDULE reviewer approves, asks for changes or declines, and you see the decision on your dashboard and by email. Services you marked ready go live when you are approved.

On the Services tab, paste or upload your price list (a CSV file or pasted rows) or add services one at a time. A new service, and a change to a service's name, description, duration, category, location, practitioner, restrictions or booking questions, needs approval before patients see it; your other approved services stay live meanwhile. Price changes do not need approval.

On the Availability tab, set the weekly times patients can book. Changes are a private draft until you review and apply them. Advanced availability editing adds one-off times, exceptions and pauses. Keep these times free in any other diary you use, and copy SQEDULE bookings across to it.

On the Team tab, choose Invite a colleague and set their role (owner, manager or staff), locations, permissions and an expiry of up to 7 days. SQEDULE does not email the invitation: copy it and send it to your colleague, who enters it on the invitation page.

Clinic workspaces hold patient bookings, so everyone who works in one confirms it is them with a 6-digit code from an authenticator app as well as their password.

On the Payments tab, choose how patients pay for paid services when they book (a fixed deposit, a percentage deposit or full payment; each service can set its own), then under Payment account choose Set up Stripe and complete Stripe's checks. You need the payments or finance permission for all locations. Paid services stay off SQEDULE until you have chosen and your Stripe account is ready; free services need no payment. Stripe pays out to your bank on its usual schedule.

Open the booking on the Bookings tab. Cancel appointment needs a reason; anything the patient paid is refunded in full and they are emailed. Propose a change offers the patient another time, practitioner or location, for clinics using SQEDULE's own diary: nothing changes until the patient accepts, and their price and terms stay the same. You can say you cannot keep the original, so that declining cancels it with a full refund. Only a different practitioner on a booking made for any available practitioner is changed straight away, and the patient is told.

Requests to move inside your cancellation window, and late cancellations awaiting your refund decision, are listed under Changes to answer. Answer a request within 24 hours (or before the appointment) and a refund decision within 48 hours; after that SQEDULE support follows it up.

On the Payments tab, open Transactions and choose Refund. You need the finance permission for all locations, the appointment must have started, and you can refund up to the amount not yet refunded. The refund comes from your Stripe balance and Stripe keeps its fee. Refunds are blocked while a dispute is open.

On the Website tab, check your pages and publish. Your clinic must be approved with at least one live service, and from 1 November 2026 a website needs the Website or Complete plan. Changes reach visitors within 5 minutes, and you can restore an earlier version.

Open Plan and billing in your workspace. Your plan is paid in advance on your billing date, the first payment when your free trial ends. Moving up to a higher plan starts once you pay the difference for the rest of the month or year you have paid for, and you see the amount before you confirm. Moving down, or cancelling, takes effect on your next billing date; nothing is refunded for unused time. If a payment fails, SQEDULE tries again on the 15th, 18th and 21st, and if it is still unpaid new marketplace bookings pause from the 22nd until it is paid; your plan, appointments and listing stay. You can dispute a charge there too. Your monthly statements and how you pay SQEDULE are there too. Seeing invoices needs the finance permission for all locations.

On the Notifications tab: disputes, payouts, invoices and replies to your feedback. Send SQEDULE feedback from the same tab; our replies arrive there as notifications.

On the Services tab, Booking settings sets your default cancellation window (any whole number of hours, up to 720) and when patients get their one reminder (2, 24, 48 or 72 hours before, or none; 48 hours to start). A service can set its own window instead. A change applies to new bookings only: confirmed bookings keep the terms the patient accepted.

Choose Help in your workspace to raise a request as your clinic: about the clinic, a marketplace booking, or team and sign-in access. Replies appear under Your requests on the help page. Each booking also has a link to contact support about it.