Last Updated: 02/02/2025
Cancellation and Rescheduling Policy
At Young Heroes, we strive to offer flexible and fair service to both families and support workers. The following Cancellation and Rescheduling Policy serves as a guideline. It is important to note that each support worker has the ability to determine their own cancellation terms, which will be explicitly outlined in their individual Service Agreement. Support workers are encouraged to communicate their terms clearly to families, and both parties should refer to these terms when scheduling, cancelling, or rescheduling sessions.
1. Support Worker Cancellation Policy
Each Support Worker will have their own cancellation policy that is outlined in their Service Agreement. The specific terms and conditions for cancellations and rescheduling will be determined by the individual support worker. Families and support workers are encouraged to refer to these terms when scheduling or cancelling sessions.
2. Family Cancellation Policy
- Cancellation within 2 hours of a Scheduled Session:
If a family cancels or does not attend a scheduled session (no show) within 2 hours of the session start time, they will be required to pay the full fee for that session. This policy is in place to compensate the support worker for their time and availability. - Cancellation outside of 2 hours:
If a family cancels a session outside the 2-hour window, the support worker may choose whether to charge for the session based on the terms outlined in their Service Agreement. Families should refer to the specific support worker’s cancellation terms for guidance. - Sufficient Time for Cancellation:
If a family provides sufficient notice (e.g., more than 2 hours) of cancellation, they will not be charged for the session. This applies when a cancellation is made with reasonable time to allow the support worker to adjust their schedule.
3. Support Worker Cancellation within 2 Hours
- If a support worker cancels a scheduled session within 2 hours of the session, the family will not be charged for that session. In such cases, the support worker will make every effort to reschedule the session at a mutually agreed-upon time.
- If rescheduling is not possible, the support worker and the family should discuss alternative solutions.
4. Rescheduling and Communication
- Both families and support workers are encouraged to communicate any cancellations as early as possible to avoid misunderstandings or unnecessary fees.
- If there is a need for rescheduling, both parties will work together to agree on an alternative session time. This may include, but is not limited to, rescheduling on the same day or finding another available time in the near future.
5. Special Circumstances
In certain circumstances, such as an emergency or other unforeseen events, cancellation fees may be waived. However, it is up to the individual support worker to determine if the reason for the cancellation qualifies as an emergency or acceptable excuse. Both parties should make every effort to communicate promptly and professionally regarding the situation.
- Emergencies: If the family or support worker is unable to attend due to an emergency, the other party may decide to waive cancellation fees at their discretion. However, this is not an automatic policy, and it is left up to the support worker to decide whether the situation justifies not charging.
6. Late Cancellations and No Shows
- If a support worker experiences more than two (2) late cancellations or no-shows from a family, they are required to contact Young Heroes. In such cases, Young Heroes will review the situation, and if necessary, may suspend or cancel the support worker’s membership based on the circumstances.
- This is to ensure the integrity and fairness of the services provided to families and support workers and maintain a professional standard for all parties involved.
7. Contacting Young Heroes for Disputes
If either party experiences ongoing issues with cancellations or rescheduling that are not addressed appropriately, or if they feel that the cancellation policy is being misapplied, they should reach out to Young Heroes for assistance. Our team will review the situation and work to resolve the matter in a fair and transparent manner.
Acknowledgment of Agreement
By scheduling or accepting a session with Young Heroes, both families and support workers acknowledge that they have read and understood the Cancellation and Rescheduling Policy outlined above. Both parties agree to abide by the terms and conditions specified within the individual Service Agreement of the support worker and the general guidelines presented here.
Contact Information
For further questions or concerns regarding cancellations, please contact us at:
Young Heroes
admin@youngheroes.com.au