If you need to adjust the duration or payment for a confirmed booking, please note that existing bookings cannot be edited directly. To change the hours, you must follow the process below:
If The Booking Hasn't Started Yet:
Cancel and Rebook
Cancel the Current Booking: First, cancel the existing booking with the incorrect hours.
Submit a New Request: Create a new booking request with the updated hours or payment details. The professional must confirm this new request to finalize the change.
Communication is Key: We recommend messaging the professional immediately to explain the reason for the change and to let them know a new request is on its way.
If you make these changes within 24 hours of the booking start time and the professional does not agree to the revised schedule, your office may be subject to cancellation fees.
We recommend that offices then message the professional and notify them of the change, including a reason if possible, and to make them aware that a new booking request will be sent.
If Hours Change During a Booking
If the shift has already begun, you won't be able to make updates to the current booking details. Here are some common scenarios:
If hours change due to patient cancellations or a change in need, the professional should be paid for the hours they were booked, minus one hour. This is our guarantee payment policy.
If your office is paying them directly, payment should be for the guarantee payment amount. For example, if a professional was booked for 8 working hours, payment should be for a total of 7 hours.
If you use our Cloud Direct Pay system, please ensure the timesheet reflects the actual times worked. Then, in the space provided, write the reason for the shortened hours. This will help our timesheets department determine eligibility for guarantee payment.
If the professional has to leave early for their own reasons, they are only due payment for their time worked in the office.
It is best practice to note that this was the reason to ensure the professional does not receive additional compensation if they are not eligible. You can note this on the timesheet (for Cloud Direct Pay assignments) or by filing a complaint within the booking for our team to see. Note: Complaints are not public.
What to Do If a Professional Arrives Late
If a professional is late, do not change the booking hours. Instead, handle the payment based on the booking type:
Cloud Direct Pay: Fill out the timesheet with the actual hours worked and include a note explaining the discrepancy.
Other Payment Methods: Note the late arrival on the check, electronic payment, or by filing a complaint within the booking. Note: Complaints are not public.
Pro Tip: We recommend filing a complaint within the booking platform for any arrival more than 15 minutes late, or if there is a dispute. This ensures our team is aware and prevents the professional from receiving a "guarantee payment" if they are not eligible.
What specific change are you looking to make to your current booking?