Cancellations

If you need to cancel or reschedule

Note that if you cancel or reschedule in-home or community tech sessions too frequently, you may be at risk of falling short of Lively's professional standards for Helpers, so please be conscious of how much you do so.

In-home

If you need to cancel or reschedule a session with a member, where possible, you should contact the member at least 24 hours beforehand to organise a new session time.

If you cannot contact a member yourself due to medical emergency or other unavoidable circumstances, please ensure that you contact the Matching team to request that they handle the situation for you.

HQ hours are 9am–5pm, Monday to Friday; please make sure you contact the team with sufficient notice during these hours so they can act on your request.

Note that members are still charged if they do not provide sufficient notice of cancellation (see below), so please try to return the favour and avoid cancellations unless essential.

Community tech help

For community tech sessions, you should contact any backup helpers in your team for that session as your first port of call.

If they are unavailable or uncontactable, reach out to the Matching team at least two working days in advance to find an alternative.

For last-minute issues such as illness or emergency, please follow the same steps and give as much notice as you can.

If a member cancels or reschedules

If a member cancels a session more than 24 hours before the start of the session, unfortunately you will not be paid for the cancelled session.

If a member cancels within 24 hours of your scheduled appointment, you will still be paid for the session.

NOTE that if a member leaves you a voicemail, email or text message that you did not read or listen to in time, you are not entitled to be paid for the session on the grounds of a late cancellation (unless the client’s message was left within 24 hours of the session).

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