Cancellation Policy
Published date: 16th October
| PURPOSE
Confirmed shifts are professional commitments for both locums and practices. This policy explains how Ronda records locum cancellations, applies warnings and account restrictions, and protects locum income when a practice cancels a confirmed shift at short notice. The objective is to maintain a dependable Wider Network while treating genuine emergencies fairly on both sides. |
PART A| FOR LOCUMS
Cancellations, Reliability and Account Restrictions
This Part applies when a locum cancels, fails to attend or otherwise does not honour a confirmed Ronda shift. The less notice a practice receives, the more serious the cancellation may be. Repeated cancellations also matter even where several days of notice are provided.
AT A GLANCE: WHAT HAPPENS IF A LOCUM CANCELS?
| Notice given | Outcome |
| Less than 24 hours or a No Show | Permanent Removal Review |
| 24 hours to under 72 hours | Three-month suspension |
| 72 hours to under 7 days | Final Formal Warning |
| 7 days to under 30 days | First Formal Warning |
| 30 days or more | Cancellation recorded |
Once a locum has a cancellation on their record, every further cancellation moves the account up at least one level, even with plenty of notice. If the notice given would result in a higher level, the more serious outcome applies. A cancellation less than 24 hours before the shift is treated like a No Show and triggers a Permanent Removal Review, whatever the locum’s history. After a three-month suspension, any further cancellation triggers a Permanent Removal Review, regardless of notice.
1. How notice is measured
Notice is measured in hours from the moment the cancellation is made to the scheduled start time of the shift, not by calendar date. 24 hours means 24 hours before the start time. 72 hours means 72 hours before the start time. 7 days means 168 hours. 30 days means 720 hours.
2. Cancelling a shift
When cancelling, the locum must choose a reason and add details of at least 30 characters. Before confirming, the locum is shown the outcome the cancellation will lead to and must confirm they understand it. The reason and details are shared with the practice.
3. The escalation ladder
Every locum account sits on one level. From lowest to highest:
- Cancellation recorded
- First Formal Warning
- Final Formal Warning
- Three-month suspension
- Permanent Removal Review
4. Entry level by notice
Each cancellation has an entry level based on the notice given, as shown in the At a glance table. Where the locum has no previous cancellation, the outcome is the entry level for the notice given.
5. Further cancellations
Where the locum already has a cancellation on their record, the new cancellation moves the account to the higher of:
one level above the current level, or
the entry level for the notice given.
This applies however far in advance the cancellation is made. A further cancellation never leaves the account at the same level. One cancellation leads to one outcome.
| Example | Notice | Level before | Outcome |
| 1st cancellation | 2 months | None | Cancellation recorded |
| 2nd cancellation | 3 weeks | Cancellation recorded | First Formal Warning |
| 3rd cancellation | 48 hours | First Formal Warning | Three-month suspension (entry level is higher) |
6. Three-month suspension
The locum cannot view, apply for or accept new shifts for three months.
The locum’s profile, history and cancellation record are retained.
Existing confirmed shifts are not cancelled automatically. Ronda contacts the locum separately about them.
7. After a suspension
Following reinstatement from a three-month suspension, any locum-initiated cancellation, made at any time before the affected shift, triggers a Permanent Removal Review. The account is suspended immediately while the review runs. Permanent removal is the normal outcome unless accepted exceptional circumstances apply or the incident was attributed incorrectly. The final decision is approved by Ronda’s founders.
8. No Shows and cancellations less than 24 hours
A No Show occurs where a locum fails to attend a confirmed shift and has not notified either the practice or Ronda before the scheduled start time. Ronda verifies the No Show with the practice. A verified No Show triggers a Permanent Removal Review. The account is suspended immediately while the review runs. A cancellation made less than 24 hours before the scheduled start time is treated in the same way: it triggers a Permanent Removal Review, whatever the locum’s cancellation history, and the account is suspended immediately while the review runs.
9. Reliability Rate
The Reliability Rate is calculated automatically from a locum’s confirmed shift history and the timing of cancellations. Practices see it when they review applications. It runs alongside the escalation ladder. Where both lead to an outcome, Ronda applies the more serious one and sends one communication.
10. Deliberate or strategic cancellations
This policy does not give a locum permission to manipulate confirmed bookings. Ronda may take direct action where there is credible evidence of deliberate misuse, including:
- Cancelling a confirmed Ronda shift in order to take more attractive work elsewhere
- Repeatedly accepting commitments the locum was not reasonably able to honour
- Accepting conflicting bookings
- Providing deliberately false or misleading explanations
- Attempting to avoid or circumvent account restrictions
11. Exceptional circumstances for locums
Exceptional circumstances are considered only for serious and genuinely unforeseen events directly affecting the locum personally, such as hospitalisation, urgent medical treatment or a serious accident. Ordinary illness, minor medical conditions, routine sickness, transport problems, changes of plans, family emergencies and circumstances affecting another person do not qualify. Acceptance is never automatic: Ronda reviews each explanation and its supporting information. The locum must send an explanation and any relevant supporting information to support@ronda.vet within 7 days. If Ronda accepts it, the cancellation does not move the locum up a level and any warning or suspension it triggered is removed. The cancellation is still recorded and still affects the Reliability Rate.
Part B | For veterinary practices
When a practice confirms a locum shift, the locum may reserve that date, decline other work and rely on the agreed income. If the practice later cancels, the financial impact of a late cancellation should not fall on the locum.
At a glance: what happens if a practice cancels?
| Practice cancellation | Consequence |
| Less than 7 days before the shift | The locum is entitled to invoice the practice for the full agreed fee. |
| On the day, after the locum arrives, or ending the shift early for reasons unrelated to the locum | The locum is entitled to invoice the full agreed fee. |
| Cutting hours with less than 7 days’ notice | The locum is entitled to invoice the full fee for the originally confirmed hours, unless they agree to the change. |
| 7 days or more before the shift | The locum is not entitled to invoice the full shift fee under this policy. |
12. The full agreed fee
7 days means 168 hours before the scheduled start time. The full agreed fee is the agreed day rate, or the agreed hourly rate for the originally confirmed hours. Expenses that were not incurred are not included. Pre-approved or non-refundable expenses already incurred are dealt with under the booking terms.
13. When the locum is not entitled to the fee
The locum is not normally entitled to the fee where the shift cannot go ahead because of the locum’s own cancellation or unavailability, a material breach of the booking by the locum, a serious conduct or patient safety concern, or where the locum agrees in writing to waive or reduce it. Ordinary rota changes, reduced demand, staffing changes, booking errors or no longer needing the locum do not normally remove the locum’s entitlement to the fee.
14. Payment
Invoicing the fee is the locum’s choice. If the locum invoices, the fee is paid through the normal payment process for the booking, with the usual invoice reminders. The payment obligation is between the practice and the locum. Unless Ronda has agreed otherwise in writing, Ronda does not guarantee or assume responsibility for the payment. Nothing in this policy prevents the locum from pursuing the amount directly with the practice.
15. Repeated practice cancellations
Ronda records every practice cancellation. A repeated pattern of late cancellations may lead to an account review or other proportionate measures.
Part C | General provisions
16. Records
Cancellation records do not expire with time.
17. Communication
Every cancellation is confirmed in writing by email, in the Ronda portal and by push notification, with the outcome it led to. Ronda sends one communication per cancellation.
When a locum’s cancellation leads to a Final Formal Warning, a suspension or a Permanent Removal Review, the practice is told.
When a locum cancels, the shift becomes available again automatically and nearby locums are notified.