Your charging rules live in something called a Cancellation Approval Profile. Think of it as a policy: for each type of cancellation, you decide how much notice counts as short notice, and what percentage of the charge or pay applies before and after that point.
Find the settings
To access your cancellation approval profiles, follow these steps.
Click Settings, then click Finance.
Click Cancellation, then click Approval Profiles.
Create a profile
To create a new cancellation approval profile:
Select the plus button to add a new profile, and give it a clear name, for example, "Brighton Cancellation Policy".
Open the profile and add a revision with a start date and a short reason, for example, "Start".
Open the revision to see the full list of cancellation reasons, and set your rules against each one you want to control.
Understand the columns
Each cancellation reason has the following columns:
đNote: You don't have to set every cancellation reason. Leave both threshold columns blank for any reason you don't want to control, those cancellations will carry on working exactly as they do today.
Column | What it means |
Invoice hours notice threshold | How many hours' notice counts as short notice for the customer invoice. |
Pay hours notice threshold | How many hours' notice counts as short notice for the care worker's pay. |
Pre-notice period invoice % | The percentage of the normal invoice charge that applies if the request is approved or if the cancellation falls outside of the threshold. |
Pre-notice period pay % | The percentage of the normal pay that applies if the request is approved or if the cancellation falls outside of the threshold. |
Post-notice period invoice % | The percentage of the normal invoice charge that applies if the request is rejected or if the cancellation (within the threshold) is not sent for approval. |
Post-notice period pay % | The percentage of the normal pay that applies if the request is rejected or if the cancellation (within the threshold) is not sent for approval. |
For example, a visit cancelled with less than 48 hours' notice, for the reason "48 Hours Notice", can be flagged for approval. If finance approves the request, none of the usual invoice charges applies (0%). If finance rejects it, 75% of the invoice still applies, and the care worker is paid in full (100%).
Things to be aware of
Flat fee cancellation reasons are not included. This feature only applies to percentage-based charges.
You can come back and change your rules at any time, including deleting a revision entirely. There is currently no check to prevent you from deleting a revision that is still in use, so it is worth taking care when removing one, particularly if cancellations still rely on it.
Changing or deleting a revision only affects new approval requests going forward. Once a request has been made, the rules in place at that moment are locked in and used for that request. They won't update automatically if you change your policy later.
Every change you make is recorded, so there is always a record of who changed what and when.