Hi, we’re here to help

You can arrange a substitute for a freelance shift outside the platform. Just keep in mind that you remain responsible for the shift, even if someone else works it.

What should you keep in mind?

1. Your substitute must be able to do the shift independently

Make sure they have the right skills and experience to carry out the shift properly.

2. Your substitute must be allowed to work in the Netherlands

A Dutch or European ID card or passport, or a valid residence permit stating. If your substitute isn't allowed to work in the Netherlands, the client may send them home. In that case, you can receive a no-show, and compensation may be requested.

3. Your substitute must be a freelancer

Your substitute invoices you, so they need to be registered as a freelancer and have a valid VAT ID.

4. Check the shift requirements

Some clients have extra requirements, such as liability insurance. If your substitute doesn't meet these requirements, the client can refuse them.

You're still responsible

If you arrange a substitute, it's up to you to:

• Let the client know who will be taking over the shift.
• Check that your substitute is allowed to work in the Netherlands.
• Check out after the shift.
• Receive the review.
• Make sure your substitute gets paid.
• Make clear agreements about attendance, liability, and any costs.

If your substitute doesn't show up or gets sent home, you'll receive the no-show because the shift remains your responsibility.

In short: if you arrange a substitute yourself, you also take on the responsibility and the risk.

Feeling sick and can’t make it to your upcoming shift? That’s really unfortunate, we hope you recover quickly.

If you’re still within the cancellation window, you can always cancel your shift without any problem.

But if that window has already passed, it’s important to take action as soon as possible. What you do next depends on the type of shift you have scheduled: employed or freelance.

A client can mark you as a no-show if you cancel too late, don’t show up, or don’t meet the shift requirements. But you can always challenge a no-show through the platform.

• Go to ‘To do’ in your dashboard. You’ll see the no-show there, open the report to check it out.
• You can accept the no-show or start a dispute via ‘I don’t deserve a no-show’. Give a short explanation of why you missed the shift and add any proof to back it up.
• The company will review your explanation and decide: either remove the no-show or leave it as is.
• Make sure to check and accept the final decision within 7 days so you can keep signing up for shifts.

You can only dispute a no-show once, and the final call is always up to the company.

Missed a shift but the checkout is still open

If the checkout for your missed shift is still open, you can start a no-show dispute yourself. Go to the shift, and mark that you didn’t work and explain why you weren’t there.

Company wants to remove the no-show after the dispute is closed

If you and the company reach an agreement after the dispute has closed, they can contact our support team to request that the no-show is removed.

I received a no-show, but the client canceled

If a client cancels your shift last-minute because they don’t need you, they should cancel it through the platform. Giving a no-show in this case isn’t correct. If this happened to you, please contact the company and ask them to contact our support team.

Can’t make it to a freelance shift and the cancellation deadline has passed? No worries, you can find a substitute to avoid a no-show and any other potential consequences.

Find a substitute

1. Go to the shift in your dashboard.
2. Look for the ‘request substitute’ button. If you see ‘cancel my shift’ instead, it means the cancellation deadline hasn’t passed yet, so you can still cancel the shift without any issues.
3. On the next page, scroll to the bottom and click ‘find a substitute.’ This will open the substitute page, where you can manage your substitute request.
4. Tip: Share the link from the substitute page in the Temper Discord Community to promote the shift and get more attention from other workers.

Responsibility

The shift is still your responsibility until you’ve arranged a suitable substitute, so keep an eye on the substitute page. When applications come in, take a look at the profiles and pick someone who meets the shift requirements.

Check their on-time and attendance rates, and only accept someone you trust to do the job properly, how they perform will show up on your account.

Ratings

Future clients can see how often you’ve requested substitutes and their average rating. Along with your show-up and on-time rates, they’ll also see your substitute percentage. Don’t worry, this is a separate metric and won’t affect your personal average rating.

Shifts can get canceled by Temper or the company for different reasons. Here are the most common reasons for each type of shift.

Yes, the company can send you home if you don’t meet the requirements for a shift. That’s why it’s important to read the shift description carefully before signing up. The description tells you what skills are expected and things like the dress code.

For example, if it’s a barista shift but you don’t actually know how to operate a coffee machine, the company can decide to not let you start the shift. In that case, they’re also allowed to mark you as a no-show.

I’ve already started working

If you’ve already started your shift and realise the tasks don’t match your skills, just talk to whoever’s in charge. You can decide together what happens next. For example, you can agree to stop, and get paid for the hours you’ve already worked.

Withdrawing a shift application or canceling a shift is easy. Whether you’re still waiting for a response from the company or have already been accepted, you can manage this through your dashboard.

Withdraw an application

If you’ve applied for a shift but no longer want to work it, you can go to applications under My work and click on the shift. On the shiftpage you can withdraw your applications.

Cancel a shift

If you’ve already been accepted for a shift, you can cancel it as long as the cancellation deadline hasn’t passed. Go to your upcoming shifts in My work, click on the shift, and cancel it from the shift page. Read here what to do if the cancellation window has closed.

Automatically withdraw your application

To avoid being accepted at the last minute, you can choose automatic withdrawal when applying for a shift. If you haven’t been accepted by the selected time, your application will automatically be withdrawn.

Every shift has a cancellation term. Within that deadline, you can always cancel your shift without any problems.

But once that deadline has passed and you can’t make it last-minute, it’s important to take action as soon as possible. What you need to do next depends on the type of shift you have scheduled: employed or freelance.

Every shift has a cancellation period. That’s the time frame during which you can cancel a shift you’ve been accepted for without consequences. The period applies to both you and the company where the shift is scheduled.

If either you or the company cancels the shift, there may be consequences. The rules are slightly different for employed and freelance shifts.

A no-show means a company has marked you as not completing a scheduled shift. This lowers your show-up rate on your profile. Companies can see this when you apply for shifts, so make sure you keep showing up.

When do I get a no-show?

The most common reason is not showing up for a scheduled shift. But you can also get a no-show if you don't meet the requirements in the shift description and therefore can't work the shift. For example, if you:

• arrive late;
• don't wear the required clothing;
• don't speak the required language;
• don't have the required skills.

Additional consequences

For employed shifts you may receive one or more strikes if you receive a no-show. If you get 4 strikes, you can no longer apply for employed shifts.

Don't agree with your no-show?

A no-show isn't final straight away. If you think you received one unfairly, or you'd like to explain what happened and ask the company to remove it, you can start a dispute.

We use a strike system for employed shifts. A strike is given when agreements are not met. Think of it as a formal warning. But if you receive too many strikes, you may be (temporarily) blocked from applying for employed shifts.

Of course, we understand that things happen, so we won’t penalize you immediately for a single mistake. The goal is simply to keep things professional and reliable for everyone, both the companies using the platform and you as a flex worker.

What leads to a strike?

You can receive multiple strikes for each violation. Strikes can be given in these situations:

• Late cancellation
• No-show (failing to show up)
• Significant complaints from clients

Block after 4 strikes

Once you reach 4 strikes, your upcoming employed shifts will be cancelled, and you won’t be able to apply for new employed shifts for 30 days. After 30 days, the block is lifted, and you can apply for employed shifts again. But you’ll still have 2 strikes left.

Can strikes be removed?

After successfully completing three employed shifts, one strike is removed. So after 6 completed shifts you can be back to 0 strikes after a 30-day block.

Reaching 4 strikes for a second time

Just make sure you don’t reach 4 strikes again. If you reach 4 strikes for a second time within 90 days or 50 shifts, you can be permanently blocked from applying for employed shifts.

Strikes and a Phase B contract

If you are working under a Phase B contract, you won’t be blocked for employed shifts after a fourth strike. But it will influence Tempers’ decisions regarding a potential contract extension.

Serious violations (Zero Tolerance)

There are certain violations that have immediate consequences, including a permanent ban from the platform. This includes theft, fraud, sexual harassment, or other forms of inappropriate behavior. These actions are completely unacceptable and go against the core values of the Temper platform.

Can I also get a strike for a freelance shift?

Strikes only apply to employed shifts. Because Temper is your employer for these shifts, we are responsible for ensuring a good match and reliability toward the hiring company. Freelance shifts work differently: in that model, you are an independent professional making direct agreements with the client, and Temper does not intervene in the execution of the work.

A shift can sometimes end earlier than planned. This can happen, but there are a few rules to keep in mind. These only apply when the company decides to end the shift early.

For employed and freelance shifts, the rules are a bit different.

Are you looking for a substitute for a freelance shift? You can easily promote your shift in our Temper Community on Discord, where you can connect with other flex workers.

Click on this link to accept the invitation and share your shift link there. You can copy the shift link from the shift page in your dashboard after requesting a substitute.

It’s possible that the company no longer needs you for a shift. They can cancel you last-minute, but you’ll still be entitled to (partial) payment for the cancelled shift. What rules apply depends on the type of shift.

Has the company canceled your shift, but you still need to check out online?

That means the cancellation hasn’t been processed through the platform yet. It’s important that this happens so the cancellation is recorded correctly. For example, this could affect whether you’ll still get paid (part of the) shift, you can read more about that here.

It’s best to contact the company and ask them to cancel you via the platform too.

I don’t want to claim anything

Have you and the company agreed to cancel the shift, or are you choosing not to claim payment out of consideration for the company? You can easily arrange this through the platform.

Go to the shift and click “Report absence.” There, you can indicate that you both agreed to cancel the shift. This will be sent to the company, which can then confirm the cancellation. After they confirm, the shift will be cancelled without any consequences.

If a client cancels your freelance shift after the cancellation deadline has passed, you’re entitled to 50% of the total shift amount.

The client needs to cancel you

As soon as the cancellation is processed through the platform, you’ll see the option to submit a claim on the shift page. Don’t see the option yet? That probably means the client hasn’t officially cancelled the shift in the platform. Just reach out to them and ask them to do that.

Keep in mind: you can claim within 7 days from the cancellation.