mobility has a strict cancellation policy to ensure fairness and reliability for everyone involved.
Why Reliability Matters:
Clients rely heavily on our services; they need dependable support to live their lives with dignity. Late cancellations or no-shows disrupt their care and well-being. To ensure your reliability, we encourage you to read related articles on arriving for your shift and viewing client and facility information.
Our smart tech includes a ranking system that evaluates workers’ reliability. Consistent cancellations can negatively impact a worker’s ranking, making them less likely to be chosen for future jobs.
An unreliable ranking score not only decreases job opportunities but can also lead to the suspension of a workers account if poor reliability continues. This system is designed to ensure that our marketplace maintains high standards of dependability and quality service.
Understanding Cancellations:
When a Worker Cancels a Shift:
More Than 24 Hours in Advance: You won’t receive a strike.
Less Than 24 Hours in Advance: You will receive a strike on your account unless you have a valid reason. Clients rely on you to provide crucial services, so reliability is vital.
When Clients or Providers Cancel:
More Than 24 Hours in Advance: No charges are applied.
Less Than 24 Hours But More Than 2 Hours: The first hour of the booked service will be charged, including the platform fee. Workers receive payment for one hour.
Less Than 2 Hours: A late cancellation fee will be charged up to a maximum amount of $125.00
Exception: There are no charges if cancelled within an hour of confirming the booking.
Cancellations FAQs
A valid reason includes emergencies or sudden illness. Documentation may be requested to verify the reason.
Yes, in cases of genuine emergencies, your situation will be reviewed. Please inform us immediately and provide any relevant documentation. See our 3-strike policy for more information.
Cancellation charges for clients or providers depend on how close to the booking start time the cancellation is made. If cancelled with less than 24 hours but more than 2 hours' notice, a charge for the first hour of service is applied. If the cancellation occurs less than 2 hours before the booking, a late cancellation fee is charged up to a maximum of $125.00. However, if a booking is cancelled within an hour of being made, no charges are applied.
Yes, you can dispute a strike by contacting support@moility.com.au with your explanation and any supporting documentation. Each case is reviewed individually.
If facing technical difficulties, contact our support team for assistance.
