Care Pros are discouraged from cancelling visits as when an assigned care visit is cancelled, a care recipient is deprived of the care he/she requires.
Cancellation & No Show Fees
Care Pros who cancel a scheduled visit or do not turn up for a scheduled visit without valid reason and documentation proof will be subjected to cancellation and no show fees respectively. It will be deducted from your future service fees in the following scenarios:
| Scenario | Fee (per visit) |
| CP cancels more than 14 days before scheduled visit | No cancellation fees will be charged |
| CP cancels between 48 hours and 14 days before scheduled visit | $27.25 ($25 + $2.25 GST) cancellation fee |
| CP cancels within 48 hours before scheduled visit | $54.50 ($50 + $4.50 GST) cancellation fee |
| CP does not turn up for a scheduled visit | $54.50 ($50 + $4.50 GST) no-show fee |
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 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.
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Fee waiver requests have to be submitted within 48 hours from the visit cancellation notice or late clock-in
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Fee waiver requests will be reviewed and approved on a case-by-case basis
For more information, please refer to the following articles:
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