Visit Cancellation & Fee Waiver

Care Professionals (CP) are discouraged from cancelling visits. When an assigned care visit is cancelled, a care recipient is deprived of the care he/she requires. 

CPs who cancel an assigned visit without a valid reason will be subjected to cancellation fees. A cancellation fee, inclusive of GST, will be deducted from your future service fees in the following scenarios, with effect from 1 August 2023:

Cancellation Policy

Scenarios	Fee (per visit)
CP cancels within 48 hours before scheduled visit	$54.50 ($50 + $4.50 GST) cancellation fee
CP cancels between 48 hours and 14 days before scheduled visit	$27.25 ($25 + $2.25 GST) cancellation fee
CP does not turn up for a scheduled visit	$54.50 ($50 + $4.50 GST) no show fee
CP is late for the scheduled visit (clock-in 10 minutes or more after the visit start time)	$16.35 ($15 + $1.35 GST) late clock-in fee

Fee Waiver

Scenarios	Waiver Criteria
CP cancels more than 14 days before scheduled visit	Do not require waivers as this is not subjected to any cancellation fee.
CP cancels within 48 hours before scheduled visit	Fees will be waived when a waiver with valid documented proof* is submitted within 48 hours upon notice of cancellation or no-show. There is no limit on the number of cancellation and no-show fee waivers as long as valid documentation is provided.
CP cancels between 48 hours and 14 days before scheduled visit
CP does not turn up for a scheduled visit
CP is late for the scheduled visit (clock-in 15 minutes or more after the visit start time)	Fees will be waived when documented proof* with a valid reason for the delay is submitted within 48 hours of the late clock-in. Each Care Pro will be entitled to only one late fee waiver per month.

*Documented proof must be submitted to qualify for a successful waiver. Examples include medical certificates, photographs of positive COVID test kits with written dates, hospitalisation letters, or death certificates.

• Fee waiver requests have to be submitted within 48 hours from the visit cancellation notice or late clock-in.
• Fee waiver requests will be reviewed and approved on a case-by-case basis.

To submit a late clock-in fee waiver, proceed to "Late Clock-in & Fee Waiver" article.