How to cancel care jobs with Helpr

If you need to cancel a confirmed booking with Helpr, please:

  1. Cancel directly with clients

AND also 

  1. Fill out the Helpr Cancellation form
    1. This form goes directly to the Helpr team who will follow up with you as soon as possible.

How to notify the family:

  • We suggest calling first and then texting to ensure they get your message. 
    • The family's phone number is in your booking confirmation email.
    • To find your confirmation email you can search noreply@helpr-app.com and check for the subject line, "Great news! You have been assigned to a new booking."
    • You'll see the family's phone number listed under their name.

How to cancel quickly if you experience an emergency

  • We understand the cancellation form takes time to fill out. If you are in an emergency situation, please send both the family and Helpr a quick text to let us know you can’t make it to care.
  • The most important thing to remember when you need to cancel care, is that some communication is better than no communication. Please do not do not leave Helpr or a family stranded. A communicative cancellation is a kind cancellation.

Here’s an example of what to say to a family when canceling. You are welcome to use this exact statement:   

"Hi, this is [your name] from Helpr. I sincerely apologize, something unexpected* has come up and I’m unable to babysit on [date]. I have notified Helpr and they'll be in touch during business hours. You can cancel directly in the Helpr app and because I notified the Helpr team, you won't be charged a cancellation fee. You can request a new booking through the Helpr app - bookings can be placed with 3 hours' notice. You can reach Helpr Customer Support by email at hello@helpr-app.com with any questions and they'll get back to you during business hours. Thank you so much.”

*If you feel comfortable sharing your reason for canceling, families always appreciate transparency but there's no obligation to share and you can always use this language if needed or if it's more comfortable for you.

What happens after you cancel care: 

  • If you'd like your cancellation to be marked extenuating, you must provide documentation to verify the extenuating circumstances. After filling out the form, please email your verification to hello@helpr-app.com within 7 days. If verification is not sent within 7 days of your cancellation, your cancellation will be marked "non-extenuating"
    • You can review examples of verification here.
    • We ask for verification not to be invasive, but to maintain the integrity of our service to the best of our abilities.
    • We do our best to be as flexible as possible with the types of verification we accept and we are always open to discussing options for what to send in for verification so please reach out if you're unsure.
  • Non extenuating cancelations
    • We understand things happen - we're all human. We typically allow 1 non-extenuating cancellation within a 6 month period before any action is taken on your account. *This does not apply to no call, no show cancellations.
    • If a second cancellation in a 6 month period occurs, we will pause your profile from accepting new booking requests until our team has reviewed the circumstances and determined the best course of action for all involved to ensure your success and ours. We will communicate with you directly about what actions will be taken. Next steps may include retaking our guidelines quiz or a full deactivation if it is determined we can no longer maintain a successful care partnership.
  • If you do not show up at a booking and do not contact Helpr nor the family prior,
    • You will be made inactive in our system at least until you are able to connect with the Helpr team and your eligibility to continue providing care through the Helpr platform will be assessed.

Please understand due to the sensitive nature of our work with families, we must have policies like this in place. We hope to provide a supportive and successful care system for sitters and families alike.  Click here to read our FAQ for if the family cancels a confirmed booking