We get it, dog poop happens and plans change. That said, shift cancellations can leave hospitals without a Vet, which can throw a wrench in their day and affect client relationships.
If you need to cancel, pretty please do it as early as possible. This helps hospitals find replacement coverage and keeps everything running smoothly for you and the pets who need care.
How do I cancel a shift if I can’t make it?
You can quickly cancel a shift that’s more than four days away using Roo’s desktop platform or mobile app, and we’ll automatically notify the hospital of the schedule change. Click on the shift in your schedule and a menu will open with a “Cancel Shift” button at the bottom. You’ll then have a chance to review Roo’s cancellation guidelines before continuing.
Finally, we’ll ask why your cancelling before finalizing the request.
- If there’s a medical emergency or illness, it can sometimes be helpful to obtain a doctors note, especially if it will result in multiple cancellations.
- If you’re cancelling due to extreme weather, this is always excused (see below). Please let the hospital know as soon as possible.
- If you’ve been hired part or full-time at a hospital you met through Roo, we can help manage cancellations of any outstanding confirmed shifts as part of the transition process.
Short notice cancellations
You won’t be able to cancel a shift that’s within four days using this process. If something comes up suddenly that close to a shift and you need to cancel, please let the hospital know directly as soon as possible first, then reach out to us directly via Customer Support so we can take it from there.
Multiple call-outs within 72 hours of shifts, without a documented medical emergency, could result in your suspension from the Roo platform.
Cancelling due to extreme weather
If you need to cancel a shift due to extreme weather, please do not use the Roo app to cancel the shift like you normally would. Instead, reach out to the hospital directly as soon as possible so they’re aware you won’t make it.
Afterwards, please contact Roo and let us know so we can hop in to help. Weather is something none of us can control, and above all, we want you to stay safe. Therefore, you won’t be penalized if you need to cancel a shift due to extreme weather.
Frequent or repeated cancellations
Cancelling three shifts within a 30 day period will result in your account being paused. During this time, you’ll be unable to request new shifts for 30 days, but you’ll still keep any confirmed shifts and should complete those to get paid as you normally would.
If you’re sick as a dog (no offense intended), it’s helpful to provide a doctor’s note. Please review our terms of service for more details.
As always, we’re here to help manage any cancellations and help foster great experiences for both you and the hospital. If you have any questions regarding an upcoming shift that may result in you needing to cancel, please reach out to our customer support team.
Our full cancellation policies can be found here.