You can cancel a visit at any time if you are not going to be home for a visit. If you need to cancel a visit for any reason, we would be grateful if you could please give us as much notice as possible. We understand that all situations cannot be foreseen and there are circumstances beyond our control. Despite the details set out below, it is up to the discretion of the director and senior support staff to apply the below charges. Please understand, we are a small community organisation and we have to ensure all our team members are paid.
Rose NI Ltd requires 14 days notice in order that no charge is made for the cancelled visit. Visits cancelled with less than 14 days notice will be subject to a charge being made. If in the event of an unforeseen circumstance such as a family bereavement, please discuss this with senior support staff.
A visit may be rearranged by giving 7 days notice unless agreed or negotiated between both the support worker and the client. The rearranged visit must be within a 5 day period of the original visit as Rose NI Ltd reserves the right to charge for the full visit.
If in the event of an emergency such as hospitalisation or emergency respite care, the agreed support arrangements can be placed on hold for 14 days or longer if mutually agreed. This also applies to holidays. To ensure the provision of care and to recommence services a retainer fee will be required. Rose NI Ltd will grant 5 grace days. On day 6, the retainer fee will be applied. Grace days do not apply to cancellations. This will be 50% of the current invoiced amount. Thereafter the retainer fee will be charged at 25% of the current invoiced amount.