Your billing cycle and the 7-day grace period

Billing happens monthly. Each billing period gathers up the new-patient bookings that attended during that period into a draft invoice. You then have a 7-day grace period to review and request any adjustments before the invoice is finalised and charged.

The cycle

1. Throughout the month, bookings stream in. The Billing → Bookings table updates with each one.
2. At the end of the period, a draft invoice is created summarising the upcoming charges.
3. The 7-day grace period begins. The portal shows an alert at the top of the draft invoice: "Draft Invoice — Grace Period. This invoice is a preview of your upcoming charges. You have a 7-day grace period from when the invoice is created (until {date}) to request any billing adjustments such as Failed to Attend / Did Not Attend, or Not a New Patient. After this period, the invoice will be finalised and automatically charged."
4. You review the draft, request adjustments where needed.
5. After 7 days, the invoice is finalised and charged to your default payment method.

What can change during the grace period

• Approved adjustments remove a booking from the invoice. The booking stays visible in the breakdown but is shown with a strikethrough and an "Adjusted" badge — and won't be billed.
• No new bookings are added to a draft invoice once it's been issued — they go onto the next period's invoice.

What to do during the grace period

1. Open the draft invoice (Billing → Invoices → click the row).
2. Expand the New Patients line to see every patient included.
3. For any booking you believe shouldn't be billed, click Request a billing adjustment in the alert at the top of the draft invoice (or go to Billing → Bookings for the same purpose).
4. Submit your adjustment with the reason and any supporting answers.

After the grace period

• The invoice's status changes from Draft to Due.
• We attempt to charge your default payment method on the due date.
• If the charge succeeds, status moves to Paid.
• If it fails, the status stays Due (or becomes Overdue) and the red "A recent payment has failed" banner appears at the top of the portal. See "A recent payment has failed" banner — what to do.

Tips & things to watch for

• Don't wait until the last day of the grace period to request adjustments. Submissions that need follow-up information may not be resolved before the invoice is finalised.
• Adjustments approved before finalisation reduce the final invoice. Approved adjustments after finalisation are credited differently — contact support if you missed the window.
• The 7 days run from when the invoice is created, not when you first looked at it. Check the alert text for the exact deadline.

Related articles

• Mark a patient as FTA, DNA or not a new patient (and other reasons to dispute a charge)
• Why your invoice is in Draft and what to do during the grace period
• Understand invoice statuses
• When you're charged and when you're not