Cancelling and Rescheduling a visit.
CAN I CANCEL OR RESCHEDULE A VISIT?
You can change your visit date or cancel your visit if your circumstances change. This should be done via the HGEM Go app or on the 'My scheduled visits' tab on the home page of your online profile. Please don't contact us via email or chat to cancel a visit.
You can reschedule within the available dates for that visit, or you can cancel without penalty up to 10 days before the end of the visit period. If you cancel within 10 days of the period end, regardless of the reason, it will affect your status (the impact is greater the closer you are to the period end). So cancel early if you need to!
Choose the 'Edit/Cancel' button on the visit you wish to cancel or reschedule.
You will then be redirected to reschedule or cancel the visit. Note that you will only be able to reschedule to an available date (in green).
WHY DOES THE REIMBURSEMENT NOT COVER THE COST OF THE VISIT? All reimbursements are decided by the client. Sometimes this will cover the cost of the visit and in other cases is a contribution towards the overall cost. DO YOU REIMBURSE FOR ...
How to behave on a visit
The general rule is to just act normally. Whilst we need you to be observant, we would also like you to have a good experience if possible - and of course, not to look suspicious! WHAT IF I KNOW SOMEONE WHO WORKS THERE? You are not permitted to carry ...
Booking visits with HGEM
HOW DO I BOOK A VISIT? To book a visit login to your account and select ‘Book a Visit’. Here you will be able to see all the visits available in your selected locations. Select the visit you are interested in, check you are happy with the visit ...
When a venue is full or not serving food
If your visit is during office opening hours and you can contact us without drawing attention to yourself, then please do so and we can advise you of what to do. WHAT IF THERE IS A WAIT TO BE SEATED? Most often when arriving at a venue that is full, ...
What food and drink can I order?
Unless the criteria for a visit specifies otherwise, please order food and drink to reflect a normal experience. In the case of a restaurant meal, this should as a minimum be at least one main course and drink per person. Please try to make sure ...