The cancellation terms that apply to shift bookings on the Adesto platform, for both clients and locum workers, and how refunds are handled.

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1. Overview

This policy sets out what happens when a shift booked through the Adesto platform is cancelled, and how payments and refunds are handled. It applies to bookings made by client organisations ("clients") and to shift acceptances by locum workers ("locums"). The platform records all cancellations (including whether a shift was cancelled by the client, by the locum, or because it could not be filled) to keep an accurate audit trail.

2. Cancellation by clients

• More than 4 hours' notice before the shift start time: no cancellation fee applies.
• Less than 4 hours' notice before the shift start time: a cancellation fee equivalent to 4 hours at the agreed rate may apply, to cover the locum's reserved time and our costs.
• All cancellations must be recorded through the platform so that the locum and our team are notified promptly.
• We reserve the right to charge a reasonable administration fee where a client repeatedly cancels or makes late cancellations.

3. Cancellation by locum workers

• Locums must notify us as soon as possible if they are unable to work a booked shift, using the platform.
• More than 4 hours' notice before the shift start time: the shift can be cancelled with no fee, and we will look to rebook cover.
• Less than 4 hours' notice, or non-attendance (a "no-show" / cancellation on arrival): no fee is charged to the locum for cancelling, but the late cancellation is recorded on the platform and repeated late cancellations may affect the locum's future bookings.
• Where a locum is unable to attend for a genuine emergency (for example sudden illness), we ask them to tell us as soon as possible and we will take this into account.

4. Non-attendance and replacement cover

If a locum does not attend a booked shift, we will use reasonable endeavours to source a replacement, but we cannot guarantee cover. The circumstances of any non-attendance are recorded on the platform, and repeated late cancellations or non-attendance may affect the locum's future bookings.

5. Cancellation before the shift starts

If a client cancels a shift that has not yet started, no charge is made for the unworked hours. If a locum has already begun the shift and is sent home early, the locum will be paid the greater of (a) the hours actually worked, or (b) a minimum of 4 hours at the agreed rate, in line with the timesheet confirmed on the platform.

6. Refunds and credit notes

• Overpayment / incorrect timesheets: if a timesheet is confirmed in error and corrected within the platform's dispute process, we will adjust the invoice or pay and issue a credit note or refund as appropriate.
• Disputed timesheets: clients should dispute a timesheet through the platform rather than withholding payment; any dispute is reviewed and resolved on the evidence recorded (for example digital clock-in/out times).
• Duplicated or erroneous invoices: we will correct these promptly and issue a credit note where the client has been overcharged.
• Refund method: refunds/credit notes are issued to the same method used for payment, normally within 14 days of the adjustment being agreed.

7. Recording and audit

Every cancellation is recorded on the platform with the reason and the party responsible, so that both clients and locums have a clear, auditable record of how cancellations are handled and any fees applied. Our terms of business and Complaints Procedure explain how to raise any concern about a cancellation or fee.

8. Contact

Questions about this policy? Contact us at [email protected] or [Telephone — to be confirmed], or write to Adesto Recruitment Limited, [Registered office address — to be confirmed].

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