Cancellation Policy

1. Introduction

This Cancellation Policy governs the cancellation of Shifts arranged through the TalentGrid platform operated by Talent Grid Limited (NZBN: 9429051450724). This policy applies to both Contractors and Facilities and is designed to balance fairness with the operational needs of healthcare services.

Reliable staffing is critical in healthcare. This policy establishes clear expectations and consequences for cancellations to protect both parties and ensure continuity of care.

2. Definitions

"Contractor" means a healthcare worker who has claimed a Shift through the platform.
"Facility" means a healthcare organisation that has posted a Shift on the platform.
"Shift" means a period of work agreed between a Contractor and Facility through the platform.
"Notice Period" means the timeframe before a Shift's scheduled start time.
"Emergency" means unforeseen circumstances beyond reasonable control, including serious illness, injury, family emergency, or natural disaster.

3. Contractor Cancellations

3.1 Cancellation Policy

There is no formal cancellation fee for Contractors. Contractors are expected to honour confirmed shifts. Withdrawals and no-shows are recorded and affect account standing and access to future shifts. When a Contractor withdraws from a confirmed shift, the shift is automatically reposted for other eligible verified Contractors to claim.

Notice Period	Consequence
More than 48 hours	No penalty. Shift automatically reposted for other Contractors to claim.
24–48 hours	Warning recorded. Repeated cancellations may affect account standing.
Less than 24 hours	Serious violation. May result in temporary restriction of shift access or account suspension. Shift is automatically reposted.
No-show (no cancellation)	Very serious breach. May result in immediate account suspension or termination.

3.2 How to Cancel a Shift

Cancellations must be submitted through the TalentGrid platform or mobile app
Provide a clear reason for the cancellation
If cancelling due to illness or emergency, documentation may be required
Contact TalentGrid support if you are unable to cancel through the platform

3.3 Emergency Cancellations

Emergency cancellations may be exempt from penalties if:

You or an immediate family member experiences a medical emergency
You are unable to work due to sudden illness (medical certificate may be required)
You experience an unforeseen transportation breakdown or natural disaster
Supporting documentation is provided within 24 hours of the cancellation

3.4 Repeated Cancellations

Contractors with a pattern of late cancellations or withdrawals may face account restrictions
Repeated reliability issues may result in account review or permanent suspension

4. Facility Cancellations

4.1 Cancellation Notice Requirements

Facilities must provide adequate notice when cancelling a Shift that has been claimed by a Contractor:

Notice Period	Contractor Entitlement
More than 3 hours before shift start	No cancellation fee. Contractor notified and shift automatically reposted.
1–3 hours before shift start	2-hour cancellation fee applies at the agreed shift rate.
Less than 1 hour before shift start	Full shift rate applies.

4.2 How to Cancel a Shift

Cancellations must be submitted through the TalentGrid platform
The assigned Contractor must be notified immediately
Provide a clear reason for the cancellation
For claimed shifts, cancellation payments will be processed with the next invoice cycle

4.3 Emergency Facility Closures

In exceptional circumstances (e.g., natural disaster, building emergency, pandemic restrictions), cancellation payments may be waived or reduced at TalentGrid's discretion. Documentation and justification must be provided.

5. Shift Modifications

Changes to Shift start time, duration, or rate must be agreed by both parties
Significant changes (more than 30 minutes of shift duration) made with less than 24 hours notice give the Contractor the right to decline without penalty
Last-minute modifications must be documented through the platform

6. Account Consequences

There is no formal cancellation fee for Contractors. Account consequences for unreliable behaviour include:

Warning recorded: Cancellations are tracked and affect account standing
Reduced shift access: Contractors with poor reliability may be restricted from high-demand shifts
Account suspension or termination: Repeated no-shows or serious breaches may result in account suspension or permanent termination
Users have the right to dispute consequences through our Dispute Resolution process

7. Appeals and Dispute Resolution

Users may appeal cancellation penalties or fees within 7 days
Appeals must be submitted in writing with supporting evidence
TalentGrid will review appeals and respond within 5 business days
Unresolved disputes may be escalated through our Dispute Resolution process

8. Account Suspensions

TalentGrid reserves the right to suspend or terminate accounts for serious or repeated violations:

Temporary suspension may apply after multiple late cancellations
No-shows may result in immediate suspension pending investigation
Permanent termination may apply for severe or repeated violations
Suspended users will be notified via email with an opportunity to respond

9. Force Majeure

Neither party shall be liable for failure to perform obligations due to circumstances beyond reasonable control, including natural disasters, pandemics, government restrictions, or other force majeure events. Both parties agree to communicate promptly and work in good faith to reschedule or resolve the situation.

10. Changes to This Policy

TalentGrid may update this Cancellation Policy from time to time. Material changes will be communicated via email and platform notifications at least 14 days before taking effect. Continued use of the platform after changes take effect constitutes acceptance of the updated policy.

11. Contact Information

For questions or concerns regarding shift cancellations, please contact us:

Talent Grid Limited

Email:

General Email:

Address: Auckland, New Zealand

1. Introduction

Reliable staffing is critical in healthcare. This policy establishes clear expectations and consequences for cancellations to protect both parties and ensure continuity of care.

2. Definitions

"Contractor" means a healthcare worker who has claimed a Shift through the platform.
"Facility" means a healthcare organisation that has posted a Shift on the platform.
"Shift" means a period of work agreed between a Contractor and Facility through the platform.
"Notice Period" means the timeframe before a Shift's scheduled start time.
"Emergency" means unforeseen circumstances beyond reasonable control, including serious illness, injury, family emergency, or natural disaster.

3. Contractor Cancellations

3.1 Cancellation Policy

Notice Period	Consequence
More than 48 hours	No penalty. Shift automatically reposted for other Contractors to claim.
24–48 hours	Warning recorded. Repeated cancellations may affect account standing.
Less than 24 hours	Serious violation. May result in temporary restriction of shift access or account suspension. Shift is automatically reposted.
No-show (no cancellation)	Very serious breach. May result in immediate account suspension or termination.

3.2 How to Cancel a Shift

Cancellations must be submitted through the TalentGrid platform or mobile app
Provide a clear reason for the cancellation
If cancelling due to illness or emergency, documentation may be required
Contact TalentGrid support if you are unable to cancel through the platform

3.3 Emergency Cancellations

Emergency cancellations may be exempt from penalties if:

You or an immediate family member experiences a medical emergency
You are unable to work due to sudden illness (medical certificate may be required)
You experience an unforeseen transportation breakdown or natural disaster
Supporting documentation is provided within 24 hours of the cancellation

3.4 Repeated Cancellations

Contractors with a pattern of late cancellations or withdrawals may face account restrictions
Repeated reliability issues may result in account review or permanent suspension

4. Facility Cancellations

4.1 Cancellation Notice Requirements

Facilities must provide adequate notice when cancelling a Shift that has been claimed by a Contractor:

Notice Period	Contractor Entitlement
More than 3 hours before shift start	No cancellation fee. Contractor notified and shift automatically reposted.
1–3 hours before shift start	2-hour cancellation fee applies at the agreed shift rate.
Less than 1 hour before shift start	Full shift rate applies.

4.2 How to Cancel a Shift

Cancellations must be submitted through the TalentGrid platform
The assigned Contractor must be notified immediately
Provide a clear reason for the cancellation
For claimed shifts, cancellation payments will be processed with the next invoice cycle

4.3 Emergency Facility Closures

5. Shift Modifications

Changes to Shift start time, duration, or rate must be agreed by both parties
Significant changes (more than 30 minutes of shift duration) made with less than 24 hours notice give the Contractor the right to decline without penalty
Last-minute modifications must be documented through the platform

6. Account Consequences

There is no formal cancellation fee for Contractors. Account consequences for unreliable behaviour include:

Warning recorded: Cancellations are tracked and affect account standing
Reduced shift access: Contractors with poor reliability may be restricted from high-demand shifts
Account suspension or termination: Repeated no-shows or serious breaches may result in account suspension or permanent termination
Users have the right to dispute consequences through our Dispute Resolution process

7. Appeals and Dispute Resolution

Users may appeal cancellation penalties or fees within 7 days
Appeals must be submitted in writing with supporting evidence
TalentGrid will review appeals and respond within 5 business days
Unresolved disputes may be escalated through our Dispute Resolution process

8. Account Suspensions

TalentGrid reserves the right to suspend or terminate accounts for serious or repeated violations:

Temporary suspension may apply after multiple late cancellations
No-shows may result in immediate suspension pending investigation
Permanent termination may apply for severe or repeated violations
Suspended users will be notified via email with an opportunity to respond

9. Force Majeure

10. Changes to This Policy

11. Contact Information

For questions or concerns regarding shift cancellations, please contact us:

Talent Grid Limited

Email:

General Email:

Address: Auckland, New Zealand

1. Introduction

2. Definitions

3. Contractor Cancellations

3.1 Cancellation Policy

3.2 How to Cancel a Shift

3.3 Emergency Cancellations

3.4 Repeated Cancellations

4. Facility Cancellations

4.1 Cancellation Notice Requirements

4.2 How to Cancel a Shift

4.3 Emergency Facility Closures

5. Shift Modifications

6. Account Consequences

7. Appeals and Dispute Resolution

8. Account Suspensions

9. Force Majeure

10. Changes to This Policy

11. Contact Information

Related Documents

Cancellation Policy

1. Introduction

2. Definitions

3. Contractor Cancellations

3.1 Cancellation Policy

3.2 How to Cancel a Shift

3.3 Emergency Cancellations

3.4 Repeated Cancellations

4. Facility Cancellations

4.1 Cancellation Notice Requirements

4.2 How to Cancel a Shift

4.3 Emergency Facility Closures

5. Shift Modifications

6. Account Consequences

7. Appeals and Dispute Resolution

8. Account Suspensions

9. Force Majeure

10. Changes to This Policy

11. Contact Information

Related Documents