Introduction
We understand that things come up from time to time, however, in line with Hireup’s commitment to ensure a high level of continuous care to our community, it is important that all bookings are either rescheduled or cancelled in advance and in accordance with Hireup’s Statement on Cancellations This includes communicating promptly and effectively about changes to availability or scheduled bookings.
Principles
We create an environment that fosters a shared responsibility between Support Workers, Clients, Account Managers and Hireup. This responsibility might look differently for each person, but at its core is a commitment to ensure that our Clients' needs are being looked after whilst also ensuring our Support Workers are able to fulfill their work obligations.
This shared responsibility includes:
- Being flexible when there are unplanned or unexpected changes that may come up from time to time.
- Ensuring all booking obligations are honoured.
- Providing adequate notice when there is a change to a confirmed booking, where it is reasonable to do so.
- Exploring rescheduling options as a first step and prior to cancelling a booking.
- Ensuring that the minimum notice period is provided if a booking needs to be cancelled, where it is reasonable to do so.
- Communicating all changes to bookings on the platform wherever reasonable, so that both your Client and Hireup have a record of such changes
Cancellation Process
Once a booking has been confirmed, there is an obligation on both parties to ensure the booking goes ahead. If either party needs to change or cancel the booking, they should:
- Make contact with the other party at least 48 hours prior to the start of the shift, unless exceptional circumstances arise (such as an emergency, illness or injury for example). This contact should be through the Hireup platform where reasonable.
- Ask if there is a mutually suitable time to reschedule the booking if appropriate. If there is a rescheduling option, update the booking on the platform as soon as the reschedule agreement is made. This can be done by updating the date and time of the booking.
- If there aren't any suitable rescheduling options, cancel the booking on the platform
Hireup may request reasonable additional information from Support Workers with respect to a cancellation, and Support Workers are required to provide it when requested.
Charges and payments for cancellations:
If a booking is cancelled by a Client through the platform, the following charges will be applicable:
| Notice of cancellation | Charge |
| 12+ hours before the shift | No charge |
| 2 - 12 hours before the shift | 2 hours at the price for the relevant shift |
| Less than 2 hours | The cost of the entire shift as if it had not been cancelled on the platform |
Support Workers will be entitled to the following payments for cancellations by Clients:
| Notice of cancellation | Charge |
| 12+ hours before the shift | No payment |
| 2 - 12 hours before the shift | 2 hours pay for the relevant shift |
| Less than 2 hours | Pay for the entire shift as if it had not been cancelled on the platform |
Any shift that is cancelled between 2 - 12 hours prior to the shift start time will need to be adjusted on the platform to a two hour booking to ensure that the Support Worker receives the minimum payment above. The adjustment to the booking can be done by:
- Asking the Support Worker to edit the booking so that it becomes a two hour shift.
- Approve the shift Pay the invoice.