Extenuating Circumstances Policy

Overview

This Extenuating Circumstances Policy explains how cancellations are handled when unforeseen events beyond your control arise after a job starts and makes it impracticable or illegal to complete your job. This Policy applies to upcoming and current jobs.

When this Policy allows for cancellation, it controls and takes precedence over the WeBookCare’s Cancellation policy. Care Seekers that are impacted by an event covered by this Policy can cancel their job and receive, depending on the circumstances, a cash refund, credit, and/or other consideration. Health Care Workers that are impacted by an event covered by this Policy can cancel without adverse consequences, but, depending on the circumstances, their calendars may be blocked for the dates of the cancelled job.

What events are covered

This Policy uses the term "Event” to refer to the following situations that occur after a job is accepted, are unforeseen at the time of the job, and prevent or legally prohibit completion of the job.

Circumstances that require special review:

Travel advisories or other government guidance (that fall short of a travel ban or prohibition)

Essential utility outages

Safety and security threat advisories

Declared emergencies and epidemics. Government-declared local or national emergencies, epidemics, pandemics, and public health emergencies. This does not include diseases that are endemic or commonly associated with an area—for example, malaria in Thailand or dengue fever in Hawaii.

Military actions and other hostilities. Acts of war, hostilities, invasions, civil war, terrorism, explosions, bombings, rebellions, riots, insurrection, civil disorder, and civil unrest.

Natural disasters. Natural disasters, acts of God, large-scale outages of essential utilities, volcanic eruptions, tsunamis, and other severe and abnormal weather events. This does not include weather or natural conditions that are common enough to be foreseeable in that location—for example, snow storms occurring during winter season in

Circumstances that require documentation:

Death

Unexpected serious illness or injury

Government obligations like jury duty, court appearances or military duties

Transportation disruptions unrelated to a covered Event like road closures, as well as flight, train, bus and ferry cancellations

Train, bus, or ferry cancellations

What is not covered

Everything else. This Policy only allows for cancellations for the Events described above. Everything else is excluded. Examples of issues that this Policy does not allow cancellations for include:

Care location is different

Home modifications such as lifts, type of bed, commode are not available or not suitable

Health reasons

My vehicle broke down or needs repair

I have an unexpected appointment

Inaccurate Care Plan

Health Care Worker can not access the care location

Property is unsafe

Care Recipient is unsafe

Conflict with family/visitors/Care Recipient

If you cancel a job in these cases, the amount refunded will be determined by the WeBookCare Cancellation policy that applies to the job.

What to do next

If we notify you or publish information confirming that this Policy applies to your job, please follow the cancellation instructions that we provide. When we have notified you or published information about how this Policy applies, you should have the option to cancel under this Policy by going to your Calendar page and cancelling the impacted job. If you believe this Policy applies to your job, but we have not notified you or published information about the Event, please contact us to cancel your job. In all cases, you should be prepared to provide documentation that shows how the Event has impacted you or your job.

If you have questions, please contact us.

Other things to be aware of

This Policy applies to all jobs with a start of fewer than 24 hrs on or after the effective date.