Visit Cancellation & Fee Waiver

At Homage, we take Care Professionals (CP) visit cancellations seriously as they have a significant impact on care experience and causes severe stress to the families and care recipients we serve. 

CPs who cancel an assigned visit without a valid reason will incur a cancellation fee. This fee will be deducted from future service fees in the following situations, effective from 3 March 2025.

Cancellation Policy

Scenarios	Fee (per visit)
More than 14 days before visit start	SGD 0 (No GST)
14 days or less but more than 48 hours before visit start	SGD 27.25 ($25 + $2.25 GST)
Between 48 and 24 hours before visit start	SGD 54.50 ($50 + $4.50 GST)
Less than 24 hours before visit start	SGD 81.75 ($75 + $6.75 GST)
After visit start	SGD 81.75 ($75 + $6.75 GST)
No-show	SGD 81.75 ($75 + $6.75 GST)

Last-Minute Cancellation and No-Show effective 20 Aug 2025

What are the Key Changes? 

How Do You Incur a Strike?

• You may receive a strike in a rolling 12 week period if you:
  • Have 1 Last-Minute Cancellation or No-Show without valid documentation,
    OR
  • Accumulate 3 Last-Minute Cancellations or No-Shows with valid documentations

Last-Minute Cancellation or No-Show Strike Action 

Offence Count	Action Taken
Offence 1	Coaching Call + Email Notification
Offence 2	In-Person Coaching + Email Notification
Offence 3	Email Notification + Blacklist from the platform

**Note: In-person coaching must be completed within the same week of the offence.

These offences are assessed over a rolling 12-week period. 

To qualify for a waiver, documented proof must be provided, such as medical certificates, dated photographs of positive COVID test kits, hospitalisation letters, or death certificates.

What happens on the Strike System? 

1st Strike: You will be scheduled for a coaching call with our Care Pro Performance Management team and receive an email notification documenting the strike.

2nd Strike: You will be required to attend an in-person coaching session. The Care Pro Performance Management team will contact you to arrange the schedule, and you will receive an email notification documenting the second strike.

3rd Strike:  You will receive a final email notification, and your profile will be blacklisted from the Homage platform, restricting you from taking on any further care assignments on the Homage platform.

What does a Rolling 12-week period mean? 

• We review the most recent 12 weeks at any point in time to track repeated occurrences.

What is a Last Minute Cancellation and No Show? 

• Cancelling a visit within 48 hours of the scheduled start time

OR

• Failing to show up for a scheduled visit without prior notice.

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 14 days 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 is late for the scheduled visit (clock-in 15 minutes or more after the visit start time)	Late clock-in fees may be waived if valid reason, supported by document proof explaining the delay is submitted within 48 hours, and the details of arrival is confirmed by the Care Owner or Next of Kin. Each Care Pro will be entitled to only two late fee waiver per month.

To qualify for a waiver, documented proof must be provided and matched with the selected cancellation reason. All documents must be submitted within 48 hours of the cancellation notice or late clock-in. (Strict enforcement applies.)

Cancellation Reason	Document Proof	Subject to Homage’s review	Immediate rejection
Sick/Unwell	Medical Certificate Condition: CPs are encouraged to cancel their visits for the duration of their medical certificate (MC) if they are feeling unwell. Hospitalisation Letter Condition: CP profile will be suspended and remains in effect until a discharge memo is received  CP may only resume duties upon submission and verification of the discharge memo	Doctor's memo indicating unfit for work, dated with the current date. CP's account will be suspended until the end date stated in the memo. If the CP is able to resume work earlier, a 'fit to work' memo will be required.	Backdated MC Pictures of medicines/self medication Any form of visual evidence, such as a photo of a thermometer reading, bed-bound condition, or visible physical injuries
	Covid Test Kit Condition: Dated and time-stamped photos of positive COVID test kits with current date	Nil	Backdated COVID-19 test kits will not be accepted Reused test kits are strictly not allowed Test kits must display the current date and time visibly Kits without a valid timestamp will be considered invalid
Loved one passed away	Death certificate Cremation or funeral date and time notice	Any official documents or notices, if available (e.g., obituary, funeral service program)	Any form of visual evidence such as photo of the wake or memorial service, photo of the deceased
Need to care for sick/hospitalised loved one	Medical Certificate Hospitalisation letter  Doctor’s memo	Nil	Photo of the patient in the hospital Photo of a family member showing injuries, fall incidents, or medications related to the loved one
I have another appointment outside of Homage	School/Work Timetable or schedule Medical appointment Course Attendance Condition : SMS or email proof with date and time stamp required	Immediate Family emergency  Emergency Travel Work Event  Family Event **For work and family events, submitting a VTA or requesting rescheduling is encouraged.	Leisure travel  **Travel notices must be submitted at least 14 days in advance
Prefer not to work with CR	NOK/CO request to cancel via whatsapp Condition: Visual evidence or documentation of a previous incident is required.	No Evidence CP must provide a detailed explanation of why and what happened.	CP was requested by another CR within 14 days of visit start date.
Other reason	All other cancellation reasons are subject to review by Homage.	All other cancellation reasons are subject to review by Homage.	All other cancellation reasons are subject to review by Homage.

Waiver Submission Instruction

1. Open the Care Pro app.

2. Go to: Account > Get Help > Late & Cancellations > Visit Cancellation & Fee Waiver/ Late Clock in & Fee Waiver

3. Upload the required documentation within 48 hours for Homage’s review 

4. All reviews will be updated within 3 Business days. 

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

To review the Strike policy, proceed to "Care Pro Performance Management" article