Statement on Cancellations

Introduction

It is important that all users and support workers are reliable and communicate effectively about changes to requirements or availability. We know that things can happen, people get sick or plans change. Hireup users must understand their rights and responsibilities when it comes to cancelling or changing bookings.

Principles

• Users must honour their booking obligations.
• Users must communicate effectively and in a timely manner about any changes to their obligations. 
• Users must take into account unexpected or unplanned changes when it comes to managing their working relationships and be flexible at those times. 

Key Features/Information

Cancellation process - Support Workers

Once a support worker confirms a booking, they have an obligation to complete that work. If the worker needs to change or cancel the booking they should:

1. Advise the person seeking support as soon as possible, preferably 48 hours prior to the start of the shift or at the very least two hours before the booking commences. 
2. Choose the best method of communication, e.g a phone call might be better than emailing. 
3. Discuss this with each client when they start working with them. 

If a support worker does not communicate about a cancellation, or if there is a continued pattern of cancellations, they may receive a warning, be suspended or have their employment terminated. 

Cancellation process - People Seeking Support 

Sending a booking request to a support worker creates an agreement between the person seeking support and the worker for that booking. If something changes and the booking is no longer needed, try to give as much notice as possible.

Cancelling 12 hours or more before the shift start time:

1. Advise the support worker as soon as possible, preferably 48 hours prior to the shift commencing. 
2. Cancel the booking in the Hireup platform.

Cancelling 2-12 hours before the shift start time:

For a shift cancelled 2-12 hours before the booking start time workers are entitled to 2 hours payment. If the booking cancelled was a one hour booking, support workers are only entitled to one hour of payment.

1. Advise the support worker as soon as possible, phoning may be better than emailing.
2. Ask the worker to edit the booking so that it becomes a 2-hour shift
3. Approve the shift.
4. Pay the invoice.
   

Cancelling less than 2 hours before the booking start time:

Workers are owed the full amount for shifts cancelled less than 2 hours before the booking start time. 

1. Advise the support worker as soon as possible, phoning may be better than emailing.
2. Ask the worker to submit the hours of the shift for your approval.
3. Approve the shift.
4. Pay the invoice.