Cancellation Fee & Fee Waiver

Care Professionals (CP) are discouraged from cancelling assigned visits. When an assigned care visit is cancelled, a care recipient is deprived of the care he/she requires.

CPs who cancel an assigned visit without a valid reason will be subjected to cancellation fees.

Cancellation & No Show Penalty Fees

A cancellation or no show, 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 Criteria

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. Examples of documented proof for these circumstances include medical certificates, hospitalisation letters, or 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 or late clock-in.
• Each CP is limited to 2 successful waivers per calendar month.
• Fee waiver requests will be reviewed and approved on a case-by-case basis.

To submit a visit cancellation penalty fee waiver, please click the button below to submit your penalty waiver request. Do share your reason for cancellation along with document / proof.