✨ Overview
Sometimes unexpected situations come up. If you can’t work a scheduled gig, taking the right action in the app — and doing it as early as possible — helps protect your standing and gives the client time to find coverage.
This article explains what to do if you can’t work a gig, when documentation may be needed, and what happens if a shift is canceled by you or the client.
❌ Canceling a Gig in the App
If you know you can’t work a scheduled gig, cancel it directly in the Ideal Flex Work app as soon as possible.
Important to know:
Canceling in the app is the only way to officially cancel a shift
Messaging alone does not cancel a gig
Canceling earlier minimizes the impact on your reliability
If something unexpected happens close to the start time, cancel anyway. Canceling late is always better than not canceling at all.
🤒 Sick or Emergency Situations
Your health and safety come first.
If you’re sick or have an emergency:
Cancel the gig in the app as soon as you’re able
Stay home if you’re unwell
Submit an Exception Request with documentation if available
One-time emergencies happen. What we monitor is repeat issues within short timeframes.
🚪 If You Must Leave a Shift Early
Leaving a shift early is not standard, but there are limited situations where it may be necessary.
If you must leave early:
Notify the on-site supervisor or manager immediately—do not leave without telling them
Ask that the situation be documented (In the Team Chat or with Notice sent to Ideal from the Manager onsite)
Message Talent Support in the app
Leaving early without approval or documentation may be treated as an attendance issue.
🧾 Documentation and Exception Requests
In most occasions, you are able to submit an Exception Request so the issue can be reviewed.
Helpful documentation includes:
Medical notes (when applicable)
Transit delay confirmations
Screenshots or photos showing the issue
Messages showing communication with the client or manager
Clear documentation helps us review requests fairly and efficiently.
❌ If a Client Cancels the Gig
If a client cancels a gig, you’ll receive a notification in the app.
You may be eligible for cancellation pay if the cancellation happens within 24 hours of the start time, unless:
Force majeure applies (weather or emergencies), or
The cancellation is related to a conduct or performance issue
Always rely on the app for confirmation.
🤝 Help & Next Steps
If you’re unsure what to do:
Cancel the gig in the app if you can’t work
Taking action early and documenting issues helps protect your record and keeps future opportunities open.