Here are the four cancellation reasons* that we consider excusable, as long as we have proof or verification. That proof or verification can be, for example, a doctor’s note, hospital record, or police report. We’ll also take a COVID test result as long as you can prove that it’s yours (It must have your name and date on it), and that you tested positive on a date shortly before your scheduled shift.
- A contagious illness that would endanger others. Stay home and rest up. Thanks for keeping your patients and coworkers healthy! With proof, we won’t penalize you for this cancellation reason. (Remember: If you have three excused cancellations in a standard calendar quarter, we may place you on leave.)
- A serious catastrophic event. Sometimes, life goes full-on Godzilla—and as the movies would suggest, none of us can really plan for something like that. Simply give us proof or verification of the event, and our team will evaluate your case using FMLA guidelines. If we see that your excuse is valid, we won’t penalize you, and we’ll place your account in a leave of absence state. (We’ll also send you our best wishes!)
- An injury that prevents you from completing your assigned duties. Not today, Achilles. We get it if you don’t want to hobble around the workplace—and as long as we have proof, we won’t penalize you for it.
- A death in the family. Your loved ones always, always come first. It goes without saying, but we’ll never penalize you for needing to grieve—and we send our deepest sympathies and support. (This is one area where we won’t compound your grief by asking for proof. However, in very rare instances where we have reason to believe that a professional has used this excuse dishonestly, we may request documented proof or verification.)
*In some cases, you might have a valid cancellation reason that doesn’t fit neatly into the above. We’ll always provide space for you to reason with our highly empathetic Customer Success team.
Some special circumstances and exceptions to keep in mind:
- Canceling due to a “force of nature”-related event
We won’t penalize you for staying home in life-threatening weather conditions. In fact, if you cancel for this particular reason, we won’t even count it toward our three-cancellations rule. Chances are, we’ll already know about this “force of nature” event, so we won’t require proof—unless our team has good reason to believe that this excuse is being abused.
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How a leave of absence works
If you cancel three times in a quarter due to an injury or contagious illness, or if you cancel due to a serious catastrophic event, we’ll place your account in a “leave of absence” state. You won’t be able to book new shifts, and we’ll go ahead and cancel any future booked shifts so that you have time to recover. Consider it a mini-vacation of sorts—and we’ll set your account back to normal once a physician verifies your ability to return to work, or after our team has evaluated your case post-event. (For more information, see “Leave of Absence.”)
*When we say “quarter,” we mean a standard calendar quarter (January through March, April through June, July through September, and October through December).