Cancellation and No-show Policy
Cancellations and no-shows have a damaging effect on the wider Supp community. To make sure Businesses and Workers are treated fairly and professionally, it’s a requirement to follow Supp's Cancellation and No-show Policy.
Before a shift is accepted:
- Businesses may cancel any shifts they post without penalty
- Businesses may offer a shift to a Worker but withdraw that offer before it is accepted
- Workers may apply for any shifts and then reject a Business's offer of a shift
After a shift is accepted:
Worker cancellations
After accepting a shift offer, a Worker must complete the shift unless there is a valid reason for cancelling. The validity of reasons for cancellations are evaluated case-by-case. Typically a valid reason relates to illness, injury, or emergencies supported by relevant information. Cancellation and no-shows result in a reduced Completion Rate. Additionally, Workers may also face account consequences.
See: Cancellation and No-show Guide
Business cancellations
If a Business cancels a shift last minute (ie: less than 1 hour before the shift start) due to the Business' error (eg: a rostering mistake) - the Business should pay the Worker the 2 hour minimum for a Supp shift and/or comply with local workplace laws.
On occasions, a Business may need to cancel a shift for reasons outside of their control. For example:
- workers arriving late to the shift
- health and safety reasons
- workers not being capable of or being unwilling to perform the role or service agreed to
- a machine breaks down, such as a dishwasher or an espresso machine
- event cancellations by relevant third parties (eg: a catering event is unexpectedly cancelled)
- workers not wearing the correct dress code/requirements for the shift
Where possible, Businesses should give as much notice to the Worker for cancellations that are for reasons outside of the Business' control.
Where the Worker has started working a shift and the Business decides to send the Worker home earlier than the agreed shift end time (for reasons not relating to the Worker's conduct) - the Business must still pay the Worker a minimum of 2 hours via the timesheet.
Workers can raise concerns about any last minute Business cancellations they feel are unfair, by contacting Supp’s Support Team at: customerservice@suppapp.com
See: Cancellation and No-show Guide
Account Consequences and Worker Completion Rate
Before the start of every shift, Workers are reminded several times about the consequences of cancelling and no-shows in-app and via other communication channels like push notification, SMS and email.
If a Worker cancels a shift within 24 hours, a Worker’s Completion Rate will be negatively affected.
There are account consequences for last minute cancellations (within 24 hours) and no-shows including:
- account restrictions
- cancellation of upcoming shifts
- suspensions
- banning
Supp closely tracks cancellations and no-shows to ensure fairness and professionalism within the Supp community.
Cancellation and N0-show Guide
Businesses and Workers are required to have read and understood the Cancellation and No-show Policy, which ensures fairness and professionalism within the Supp community when it comes to committing to agreed shifts.
Since accepted shifts are agreements between Businesses and Workers, it’s expected that when a Business makes an offer of a shift - they’re certain they can actually offer that shift. Similarly, when a Worker accepts an offer of a shift, it’s expected that Workers are certain of their ability and commitment to working that shift.
For exceptional situations when shifts are cancelled, they should be cancelled as early as possible and in line with our Cancellation and No-show Policy.
See:
Cancellations for Workers
Cancellations for Business
Cancellations for Workers
If a Worker has a valid reason to cancel a shift, they should give more than 24 hours notice where possible. To action the cancellation, a Worker should:
- Cancel the shift in the app.
- Notify the manager of the Business immediately.
- If the cancellation is within 24 hours from the start time, provide supporting information of your valid reason to the Business. Supp may also request to see the supporting information if there's a possible breach of our community guidelines.
What to do when the Business cancels a shift:
- Ask the Business the reason for the cancellation.
- Ask the Business to cancel the shift from their side, not the Worker’s side, to avoid any reputational damage to the Worker. (This is relevant to Completion Rate calculations.)
For certain last minute cancellations by Businesses, the Cancellation and No-show Policy may apply. Workers can also raise concerns about last minute Business cancellations they feel are unfair, by contacting Supp’s Support Team: customerservice@suppapp.com
Cancellations for Business
When the Business is asked to cancel a shift by the Worker:
- Ask the Worker to cancel the shift using the Worker’s app. (This is relevant to Completion Rate calculations).
- The Business receives a Push Notification when the Worker cancels the shift. After the Worker cancels, Supp automatically reposts the original shift ad so that new Workers can apply for the shift.
- If the Worker hasn't cancelled the shift using their app, avoid cancelling the shift on behalf of the Worker. Instead, the Business should post a new shift duplicating the original shift ad, as soon as possible. Businesses are also welcome to contact Supp’s Support Team for assistance: customerservice@suppapp.com
- The Business then offers the shift to a new Worker after selecting from the most recent candidates.
- Supp will apply the Cancellation and No-show Policy to the Worker’s account including account consequences for last minute cancellations.
- Supp may reach out to the Business and Worker for more information.
When the Worker cancels in-app:
- Supp will automatically repost a new ad for the same shift
- Supp will apply the Cancellation and No-show Policy to the Worker’s account including account consequences for last minute cancellations
- Supp may reach out to the Business and Worker for more information
When the Worker no-shows:
- End the shift in-app by submitting the timesheet with 'no-show' (rather than '0 hours').
- If you have additional info about the no-show, please contact Supp's Support Team: customerservice@suppapp.com
- Supp will apply the Cancellation and No-show Policy including account consequences to the Worker’s account.
- Supp may reach out to the Business and Worker for more information.
When the Business wants to cancel a shift:
See: Business Cancellations within our Cancellation and No-show Policy
- Notify the Worker of the reason for cancelling by text.
- Cancel the shift in-app if the shift has not yet started.
- If the Business is cancelling the shift due to a Business error, end the shift by including the minimum 2 hours into the in-app timesheet, or contact Supp’s Support Team: customerservice@suppapp.com for assistance.
- If the shift has already started but the Business is ending the shift earlier than the agreed shift duration, submit the in-app timesheet with the hours worked or the minimum 2 hours for Supp Shifts.
- If relevant, post a new shift (see: Posting Temp Shifts).
- Supp may reach out to the Business and Worker for more information.
