How to manage your bookings - for Clients

In this article:

In this article you’ll find information on how to: 

• Create bookings
• Edit bookings
• Duplicate bookings
• Approve bookings
• Cancel bookings

Creating bookings

Once you’ve found a support worker that you’d like to book, you’ll need to create a booking request for them to accept. Here’s how to do this on the web platform, or iOS and Android apps:

Check out the following video for how to create a booking (web platform only):

1. 1. Select the ‘Create Booking’ or ‘Book’ button:
      1. On the ‘Bookings’ screen in the main menu (apps only)
      2. On the Support Worker’s profile
      3. On your conversation with a Support Worker
      4. On your job posts (apps only)
      5. Next to the Support Worker’s name in the ‘Applicants’ section on your jobs (web and iOS app only)
      6. Next to the Support Worker name in the 'Your team' section on the Dashboard. This will only be available if you’ve previously had a booking with the Support Worker (web only) 
      7. After tapping a Support Worker in the 'My Team' section in ‘My Account’. This will only be available if you’ve previously had a booking with the Support Worker (apps only)
   2. The Support Worker you want to book will already be showing if you have started to create the booking from a Support Worker’s profile, your conversation with a Support Worker, the ‘Applicants’ section on your jobs, or the 'Team' section.
   3. If needed, choose a Support Worker from your team (apps only). 
   4. Enter the start date, start time and finish time for the booking.
      1. For repeat/recurring bookings, enable ‘repeat this booking’, with the option to repeat every week or every fortnight. You will be prompted to add an end date.
   5. Enable ‘Support Worker Vehicle Allowance’, if the booking includes transport support.
   6. Add a location. At home, in the community, a combination of at home or in the community, or remote. 
   7. Add a service booking option, if relevant.
   8. Enter a brief description of the support required in this booking. 
   9. Review the breakdown of pricing.
   10. Select one of your open jobs to automatically close it when you request the booking (iOS app only).
   11. Submit the new booking request to the Support Worker. 

   This will notify the Support Worker of your booking request, and will wait for them to review and accept. Once a Support Worker has accepted the request, the booking will appear in your dashboard/Home screen and the ‘Bookings’ screen in the main menu. You will also receive an email when a worker accepts or declines your booking request.

   Editing bookings

   You can edit a booking up to 12 hours before the booking is scheduled to begin. If you need to edit the booking within 12 hours of the start time, please refer to the Cancellation Process. Here’s how to edit a booking on the web platform, or iOS and Android apps:

   Check out the video below for how to edit a booking (web platform):

1. Make sure you and your worker have already agreed to the changes so that it’s not a surprise for the worker. 
2. Navigate to the booking via the ‘Bookings’ screen in the main menu and select 'Edit'.
3. Update the booking start date, start time, finish time, location, and booking description where required. 
4. Enable or remove Vehicle Allowance where required. 
5. Save your changes to update the booking. 

When you have a series of recurring bookings, you are also able to edit just one without affecting the whole series. That one changed booking will then appear as a separate, standalone booking, and not be part of the original recurring bookings. Unfortunately you are not able to edit an entire series of bookings. If you need to do so, you’ll need to cancel the series and create a new recurring booking.

If the booking has already happened, the only edit you will be able to make is to enable vehicle allowance. When a booking is ‘Pending Submission’ (waiting on your worker to submit their hours) you can add vehicle allowance on the web platform with these steps: 

1. Navigate to the Dashboard, and select 'Edit team' next to the 'Your team' section.
2. Click the ellipsis (three dots) symbol next to the desired Support Worker.
3. Select 'Vehicle Allowance'.
4. Select 'Yes' to confirm.

Reviewing and approving bookings

After the booking has happened, your worker will submit their hours and kilometres for you to confirm. You’ll need to review and approve these bookings in order for your worker to be paid. Please be mindful to do this quickly so that your worker is paid on time! Here’s how to do this on the web platform, or iOS and Android apps: 

1. Navigate to the booking via the ‘Bookings’ screen in the main menu or the 'Booking management' section of the Dashboard on web.
2. Review the booking by checking the start and finish times are correct and Vehicle Allowance has been added (if required).
3. Select 'Approve' to approve the booking for invoicing and Support Worker payment.
4. Select ‘Request a change’ to send the booking back to the Support Worker, so they can edit their hours and any travel expenses, and resend to you for approval.

All Hireup clients and workers are responsible for submitting and approving shifts on time. In order for your worker to be paid on time, you’ll need to approve bookings by Sunday midnight. If this doesn’t happen, the fortnightly payroll will be automatically pushed to the following fortnight’s payroll once approved. 

To ensure timely payments for support workers and reduce administrative burden on clients, Hireup has implemented an auto-approval process for bookings. If you haven’t approved or rejected a booking within 15 days of submission, the system will automatically approve it on their behalf. Auto-approvals occur on the following Monday if the 15th day falls on a weekend. You will receive a reminder on Day 7 to review pending bookings, and both clients and support workers will be notified once a booking is auto-approved. 

Cancelling Bookings

If you need to cancel a booking, you can do so up to 12 hours before the booking is scheduled to occur. Here’s how to do this on the web platform, or iOS and Android apps:

Check out the video below for how to cancel your booking (web platform):

1. Ensure you and your worker have agreed to cancel the booking.
2. Navigate to the booking via the ‘Bookings’ screen in the main menu or the 'Booking management' section of the Dashboard on web.
3. Select 'Cancel' or ‘Cancel booking’ from the booking detail.
   1. If the booking is a repeat booking, you will need to confirm whether you want to cancel just this individual booking, or all repeated bookings in the series from this date forward.
4. Enter a reason for the cancellation and proceed with the cancellation. 
5. Ensure the affected Support Worker has been notified immediately through phone or messages or an agreed form of communication. 

If you need to cancel a booking that is scheduled within the next 12 hours, your worker is entitled to a payment. Please refer to the Statement on Cancellations for further details and what to do.

If the booking time has already occurred, you’ll need to ask your worker to cancel the booking. If the booking is waiting on approval, please contact our Community Support Team for assistance.