Visit Cancellation & Fee Waiver

Care Pros are discouraged from cancelling visits as when an assigned care visit is cancelled, a care recipient is deprived of the care he/she requires.

Visit Cancellation & No Show Fees

Care Pros who cancel a scheduled visit or do not turn up for a scheduled visit without valid reason and documentation proof will be subjected to cancellation and no show fees respectively. It will be deducted from your future service fees in the following scenarios:

Scenarios	Fee (per visit)
CP cancels within 24 - 48 hours before scheduled visit	MYR 25 cancellation fee
CP cancels within 24 hours before scheduled visits	MYR 50 cancellation fee
CP does not turn up for a scheduled visit	MYR 75 cancellation fee

Fee Waivers 

In the event of a visit cancellation or no-show, fees may be waived in the following scenarios:

Scenarios	Waiver Criteria
CP cancels more than 48 hours before scheduled visit	Do not require waivers as this is not subjected to any cancellation fee.
CP cancels within 24 - 48 hours before scheduled visit	Cancellation fees may be waived for extenuating circumstances* only when a waiver with documented proof is submitted within 48 hours upon notice of cancellation
CP cancels within 24 hours before scheduled visit
CP does not turn up for a scheduled visit

*Extenuating circumstances refer to medical, hospital & family-related emergencies. Documented proof of these circumstances can include medical certificates, hospitalisation letters, death certificates, notice of job schedule change or other relevant proof subject to approval.

• Cancellation fee waiver requests have to be submitted within 48 hours from the visit cancellation notice
• All Care Pros are limited to 2 successful waivers per calendar month
• Fee waiver requests will be reviewed and approved on a case-by-case basis