General FAQ

Question	Answer
I have cancelled my visit due to a valid reason. How do I submit my supporting document?	Go to: Account > Get Help > Late & Cancellations > Visit Cancellation & Fee Waiver/ Late Clock in & Fee Waiver Valid submissions must be submitted within 48 hours upon the visit cancellation notice. Add on : Homage reserves the right to review any waiver submissions made after the 48-hour deadline and may reject them if deemed necessary.
What are valid cancellations and late clock-ins?	Valid cancellations and late clock-ins are evaluated on a case-by-case basis. Acceptable justifications include a medical certificate (MC) for illness or proof of unforeseen circumstances or emergencies, in accordance with Homage’s policies.
What if I cancelled a visit that is starting in an hour’s time as I was feeling unwell?	If you believe you are unfit to work, please inform the Homage Operations team immediately so we can provide you with appropriate advice and support.
Can I still provide a MC for my cancellations if I have already cancelled twice within a month?	If you have submitted two valid waivers within the same month, any subsequent cancellations or late clock-ins may be subject to cancellation or late clock-in fees. Cases involving prolonged illness will be subject to review.
Will I see fewer visits after multiple cancellations?	If you cancel visits on the same day, you will not be eligible to apply for any other visits on that day or during the period covered by your medical certificate (MC).
Will I be suspended for cancelling too many times?	All Care Professionals are subject to the Care Pro Performance Review Policy. Failure to comply with this policy may result in removal from the platform.
What if my visit is cancelled beyond my control?	You may refer to the table under ‘Cancellations due to Care Owners’ for a breakdown of the cancellation and payout policy.