Cancellation Policy

A booked shift is a commitment on both sides, and somebody — usually a resident or patient — is depending on it.

• 2 hours or more before the start: cancel in the app. There is no charge, and the worker is told straight away.
• Less than 2 hours before the start, or after it has begun: the app will not cancel the shift; contact Fox Care. The provider is charged, and the worker paid, for the shift's minimum engagement or the rostered hours, whichever is less, unless the worker is offered and accepts suitable alternative work for the same time.

• As early as possible: withdraw in the app, and the shift goes straight back to the board for someone else.
• Late cancellations and no-shows are recorded against the account. A pattern of them leads to a conversation and may lead to suspension. We never deduct money from a worker's pay as a penalty.

Tell us as early as you can. Cancelling because you are unwell or have a genuine emergency is never held against you — attending a healthcare shift while infectious puts vulnerable people at risk. If you start a shift and become unwell, you are paid for the hours you worked.

We may cancel a shift if a worker's credential lapses, if there is a safety concern, or if a provider's account is suspended. We will tell both sides as soon as we can and, where the worker is not at fault, help find them other work.