At Florence, our goal is to build a fair and reliable platform for both our healthcare partners and the professionals who use our service. We understand that circumstances can change and shift cancellations are sometimes unavoidable.
This policy is designed to be transparent and to protect the income of professionals who commit to working your shifts, especially when changes happen at the last minute.
The Last-Minute Cancellation Fee
To ensure fairness, a cancellation fee applies to shifts that are cancelled shortly before they are due to begin.
Policy Rule:
A cancellation fee equivalent to 4 hours of pay will be applied when:
A shift has a healthcare professional already booked. AND
The shift is cancelled less than 4 hours before its scheduled start time.
This fee is paid directly to the healthcare professional who was booked for the shift to compensate them for the last-minute loss of work. This policy is in accordance with our terms and conditions and the Agency Worker Regulations.
Why this policy is in place
Cancelling a shift on short notice significantly impacts the booked professional, as it leaves them with almost no time to find alternative work for that day. This policy helps us to collectively minimise last-minute cancellations, fostering a more reliable and respectful environment for everyone.
We appreciate your partnership in providing as much notice as possible when your staffing needs change.
How to Cancel a Shift
If you do need to cancel a shift, you can do so directly on the platform. For a step-by-step guide, please see our article:
If you have any questions or believe a cancellation fee has been applied in error, please contact our Customer Support team via live chat for assistance.