Overview
When you remove hired talent from a shift or cancel an entire shift within 24 hours of the shift start time, a Late Cancellation Fee is applied to your account.
How the fee is calculated
The Late Cancellation Fee is the lesser of:
- 50% of the scheduled shift value for each affected hired talent, OR
- 4 hours of the Talent's hourly pay
This policy is outlined in our Terms of Use (see Shift Cancellations by Business Users).
The calculation is per affected hired talent, using that person’s scheduled shift value and hourly rate. If you cancel a shift with several hired people, calculate each person’s fee separately. The examples below each represent one person’s cancellation fee base. Applicable account and payment-processing fees may affect the total shown before you confirm and on your invoice.
Example calculations
| Shift Details | Calculation and fee base |
|---|---|
| $200 shift, $20/hr talent |
50% of shift: $100 4 hours’ pay: $80 Cancellation fee base: $80 (4 hrs is lesser) |
| $80 shift, $25/hr talent |
50% of shift: $40 4 hours’ pay: $100 Cancellation fee base: $40 (50% is lesser) |
| $150 shift, $18/hr talent |
50% of shift: $75 4 hours’ pay: $72 Cancellation fee base: $72 (4 hrs is lesser) |
Why this fee exists
This fee helps compensate talent who:
- Blocked off their schedule for your shift
- May have turned down other work opportunities
- Made arrangements (transportation, childcare, etc.) to be there
The fee ensures talent are treated fairly when last-minute changes affect their income.
When the fee applies
| Scenario | Fee? |
|---|---|
| Remove talent 24+ hours before shift | No fee |
| Remove talent within 24 hours of shift | Late Cancellation Fee (see calculation above) |
| Cancel entire shift within 24 hours with hired talent | Late Cancellation Fee per hired talent |
| Talent cancels on their own | No fee to you |
What you will see
When you remove talent within 24 hours, a confirmation dialog shows the calculated fee before you confirm. The fee amount is displayed clearly so there are no surprises. Tap Cancel if you do not want to proceed, or Remove to confirm.
The fee is billed right away when the cancellation happens, however you pay. If you pay by card, it is charged to the card on file. If you pay by bank transfer (ACH), it is billed on its own invoice right away, and if that payment does not go through, the fee moves to your weekly invoice. Either way, the talent's cancellation pay can go out at the same time.
Tips to avoid the fee
- Plan ahead — Make staffing changes more than 24 hours before the shift starts
- Have talent cancel — If the talent can no longer make it, ask them to cancel from their end instead
- Adjust shift size, not people — If you need fewer people, lower the shift’s Number of People. Removing empty spots never carries a fee, even inside 24 hours on the web app. The fee applies when a hired person is removed
Full policy language
Per our Terms of Use: If a Business User cancels a shift within 24 hours of its scheduled start time, the Business User will be charged a Late Cancellation Fee equal to the lesser of (a) 50% of the total value of the scheduled shift, or (b) four (4) hours of Talent pay at the applicable hourly rate. The Late Cancellation Fee will be charged to the payment method on file, and the Business User agrees that this fee represents a reasonable estimate of the costs and disruptions caused by late cancellations. All Late Cancellation Fees are final, nontransferable and nonrefundable.
Related articles
- How to Cancel a Shift
- How to Remove Hired Talent from a Shift
- Billing and Payments: Where to Find Everything
Need more help?
Send it to us at support@croux.co and we are happy to help!