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. 
4. If the booking does not occur, log into your profile under booking management and remove the shift by selecting review and cancel. 

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. 

Editing Bookings - 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, the date and time of the booking can be edited via the platform up to 12 hours before the shift start time. If you need to edit the booking within 12 hours of the shift start time, please refer to the below cancellation process. Please try to give as much notice as possible, preferably 48 hours prior to the shift commencing.

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:

Workers are owed (by the client) up to 2 hours payment for shifts cancelled two to twelve hours before the booking start time (unless the shift is only 1 hour). 

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 two hour shift.
3. Approve the shift.
4. Pay the invoice.
   

Cancelling less than 2 hours before the booking start time:

Workers are owed (by the client) the full amount for shifts cancelled less than two 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.