How much would I be charged if I cancel or do not show up for a visit?

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.

Cancellation & No Show Fees

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 

No valid proof to justify the Last-Minute Cancellation or No-Show

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 offenses 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, hospitalization letters, or death certificates.

Fee Waivers

In the event of a visit cancellation or no-show, fees may be waived in the following scenarios:

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 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

For more information, please refer to the following articles:

• Late Fee Waiver
• Visit Cancellation & Fee Waiver