Where can I find the Hireup cancellation policy?
You can find the full Hireup cancellation policy in our Statement on Cancellations or our Service Agreement.
And if you are logged in to Hireup: Select “Bookings” on your account dashboard. When you select a shift to edit or cancel, the platform will show you a reminder of the policy before you confirm any changes.
Last updated: 2026-04-02
Who does the Hireup cancellation policy apply to?
Clients and Account Managers
If a client needs to cancel a booking, they are responsible for providing notice. The policy outlines specific financial obligations based on when the cancellation occurs:
- More than 12 hours notice: No charge.
- 2 – 12 hours notice: A charge equivalent to 2 hours of pay for the scheduled shift.
- Less than 2 hours notice: The client is charged for the entire shift as if it had occurred.
Support Workers
Support workers are expected to honor their bookings but may need to cancel due to illness or emergencies.
- Responsibility: Workers must notify the client as soon as possible (ideally 48 hours in advance) and attempt to reschedule.
- Entitlements: If a client cancels on them with less than 12 hours' notice, the worker is entitled to 2 hours' pay or the full shift, depending on the timing.
Service Providers
For organisations using Hireup (e.g. providers), the policy ensures they are notified of cancellations via email and push notifications so they can arrange replacement staff or adjust their schedules.
How to save your shift on Hireup
Before you cancel your next booking, follow these steps to see if you can keep your support moving forward on Hireup:
- Send a message to your worker: Use the Hireup platform to confirm new dates or times to ensure you get the support you need.
- Adjust the booking: If you both agree on a new time, you can select “Bookings” on your account dashboard. Instead of cancelling, you can edit the existing shift to reflect the new agreement.
- Reschedule the booking: If the shift definitely can't happen today, ask the worker for their next availability. Moving it to next week will be better for their schedule and your continuity of care.
- Confirm the scope: If it’s a recurring booking, check if you only need to move one specific shift or if you need to adjust multiple bookings to better fit your life.
Now that you know how to change your booking, learn more about finding support on Hireup.
Join Hireup to find verified support workers near you
Hireup was the first online disability support platform to give choice and control to participants.
An NDIS-registered provider and an employer of support workers from the beginning, Hireup has changed the way support can be accessed and provided in Australia.
