Cancellation Policy
Effective Date: 17 February 2026
Last Updated: 17 February 2026
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