When no-one answers the door

Steps

If you arrive for a session but the member does not answer the door, follow these steps:

1. Call the member and notify them that you have arrived at their home (try 3 times and leave voicemails each time).

2. If they don’t answer, check if the front door is open and if so enter with your name, company and job title. 

3. If the front door is not open, check if the windows are open and try to make contact verbally.

4. If closed, contact the Member’s emergency contact. 

5. If no response, call Lively HQ.

6. Cancel the session in the Lively app and record as an incident.

Payment for no response

If the member does not show up for a scheduled session, this falls under the definition of a late cancellation meaning that you will be paid for the session and the member will be charged a cancellation fee.

See the Cancellations page for further guidance on late cancellations.