Roo Hospital Policies

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Cancellation Policies

At Roo, we prioritize flexibility for your hospital, so you can make the best decisions for your business as things change.

You’re free post as many shifts as you want with zero upfront costs, and you can freely make changes to those shifts until a shift is Requested. You’re not committed to anything until YOU Confirm a shift.

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Requested, unconfirmed shifts

Once a shift has been Requested by a Roo Vet or Tech, please try to avoid making changes or removing these shifts as this creates a bad experience for our relief professionals.

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Confirmed shifts & refund schedule

When you cancel a Confirmed shift, you may receive a full or partial refund based on how long until the shift takes place. We always recommend making these types of cancellations as soon as possible so we can provide a maximum refund to your hospital.

If your Hospital cancels a shift after it’s Confirmed, you’ll receive:

8+ weeks before shift – 100% refund
6 to 8 weeks before shift – 75% refund
4 to 6 weeks before shift – 50% refund
2 to 4 weeks before shift – 25% refund
Under 2 weeks before shift – no refund

When cancelling a shift, you'll always see the refund amount before you finalize any cancellations.

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Vet or Tech cancellations

If a Vet or Tech cancels a confirmed shift, we’ll do our best to find you replacement coverage, and you’ll receive a full refund if we’re unable to.

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No-call/no-show Zero Tolerance Policy

We take no-call/no-shows very seriously and do not tolerate this behavior except in cases where there’s a medical emergency.

We hope that this never happens at your hospital, but if it does, we’ll use our SOS Tools (free of charge) and do our best to find you quality replacement coverage right away. If we’re unable to find you coverage, you’ll be refunded the full cost of your shift.

Changing Requested or Confirmed shifts

Please contact us directly if you need to make changes to a shift that has been Requested or Confirmed. If you change the shift’s duration or type of shift, additional fees may apply.

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Illness Policy

Possible Exposure During Shift

If somebody at your hospital tests positive for a serious illness, such as COVID-19, please notify any Roo Relief Vets or Techs, and let us know by emailing hello@roo.vet.

Their contact information can be found in your confirmation email or on your Roo Dashboard under Confirmed Shifts on the right hand side.
We may share the date and location of exposure but not who tested positive.

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Hospital Remaining Open

If somebody in your hospital tests positive for COVID-19 or a similar illness and you're not closing your clinic, it’s your responsibility to inform Roo Vets or Techs with upcoming shifts of potential exposure, and then, let us know by emailing hello@roo.vet.

It is your responsibility to determine whether scheduled Vets and Techs are comfortable visiting your hospital within the next 2 - 5 days.

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Hospital Closure

If your hospital is forced to close due to a serious illness, it’s your responsibility to inform any affected Roo Relief Vets or Techs whose shifts will be cancelled, and then, inform us at hello@roo.vet.

For shifts cancelled more than 48 hours after closure, you’ll be refunded the full shift amount.
For shifts cancelled within 48 hours of a shift’s start time, the Vet or Tech will be compensated at the hospital’s expense.

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Roo Best Practices

Help make every shift a success for you & your relief professional

We want every Roo experience to be amazing for both you and your clients. This starts with creating a community where everyone feels welcomed and supported. Most importantly, we want to create the kind of community you want to be a part of — and guess what? YOU are a huge part of that.

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Before your shift

We recommend completely filling out your Hospital’s Profile. Relief Vets and Techs are more likely to Request shifts at your hospital if they know what to expect. Try to highlight what makes your hospital special to stand out from the crowd!

You can use the Roo Messaging feature to promptly respond to a Confirmed Vet or Tech’s questions or give them important information ahead of their shift. You can even attach onboarding docs with important info. We recommend reaching out to share things like your hospital's policies, dress code, PIMS login info, and where to park or where to meet for mobile clinics.

Feel free to share information packets with a Vet or Tech prior to their shift. These can be uploaded in the Documents tab of your profile.

For more first shift advice, check out our Hospital Relief Tips.

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During your shift

Please welcome your Vet or Tech with a brief overview of your hospital and let them know where they can find equipment, medications, etc. We all want the day to go smoothly for everyone!

Make sure equipment and medications are easily accessible and properly labeled.

It’s also best practice to assign a “Buddy” (usually a Lead Tech) to greet your Relief Vet or Tech when they first arrive and serve as a point person they can go to with any questions.

After your shift

We’d love for you to share your experience with other hospitals, this is how we ensure we always have high-quality Vets and Techs on our platform.

We’ll email an Additional Time Request for you to approve if they worked beyond their scheduled hours.

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Additional Time Policies

We always encourage you to end your shifts at the scheduled time unless both parties agree to Additional Time services and payment. We also encourage our Vets and Techs to communicate with you when they work Additional Time so that there are no misunderstandings.

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What happens if a Roo Vet or Tech works past their scheduled end time?

As part of their review, the Vet or Tech will submit an “Additional Time Request” to let us know.
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You’ll be given 72 hours to confirm or dispute their request. Once you confirm their request, we’ll follow up with an additional invoice. If we don’t hear from you within 72 hours, we’ll automatically approve their request.
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If there’s a dispute, we’ll contact you and do our very best to get to the bottom of it. We always want to make sure we get this stuff right, and we’re happy to hear you out.

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Career Placement

How Roo can help you make full and part-time hires that stick

Our Career Pathways Team is dedicated to matching your hospital with our top talent and supporting both sides of every career transition.

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Interested in hiring a Veterinarian or Technician?

Submit a request for career placement using the Career Placement Form in the Roo platform or email placements@roo.vet, and we'll take care of the rest!

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How does career placement work with Roo?

We’re thrilled you found a Veterinarian or Technician on Roo that you’d like to work with on a permanent basis. Here’s what happens next:

Let us know who you want to hire using the Career Placements form or by emailing placements@roo.vet with at least 2 weeks notice.
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If you have any upcoming shifts scheduled with that Vet or Tech, we’ll cancel any shifts free of charge after their expected start date as long as you’ve provided at least 2 weeks notice.
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- If their start date is less than 2 weeks away: we'll need to cancel any shifts within that two-week window, and cancellation fees may apply.
Our Career Placements team will generate an invoice for a one-time placement fee (see fee schedule below). In order to verify these fees, we may request an offer letter from you.

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Career Placement Rates

Veterinarian rates

20% of first year base salary with a maximum of $40,000.

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Technician rates

$1,000 flat rate per Roo Tech Tier:

Tier 1, Vet Assistant / Entry Level Technician: $1,000
Tier 2, Experienced Technician: $2,000
Tier 3, Lead Technician: $3,000
Tier 4, Specialty or Emergency Technician: $4,000

*NOTE: Our Tech Tiers differ slightly in California due to local regulations but placement rates are the same.

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Questions?

Please contact our Career Placements Team at placements@roo.vet.

You can also reference to our Terms of Service (#9) or contact our Customer Support Heroes.

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Chat & Messaging Guidelines

We created our 💬 Support Chat and 📩 Roo Messaging features to be convenient to you.
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📩 Roo Messaging lets you connect with Confirmed Vets or Techs ahead of your shifts to coordinate any last minute details.
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💬 Support Chat gives you a direct line to our Customer Support Heroes to get you the assistance you need in real time!
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Your privacy and safety are important to us. We want you to know we may review your messages sent through Roo in order to ensure everyone is getting the best possible experience. We do this for a few reasons:

Keep you safe from payment scams
Identify potential risks to our users
Ensure compliance with Roo Terms of Service & Policies (found right here)
Provide exceptional customer service
Investigate issues
Find areas where we can improve the Roo experience for you

We never review, scan, or analyze your messages to send you third-party marketing messages. We also don’t sell reviews or analyses of these communications. That just wouldn’t be very nice.

Our goal is to create a safe and positive experience for everyone in the Roo Community.

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Don’t use Roo Messaging to cancel a shift

We’ve created a Shift Cancellation feature specifically for this purpose. We don’t want these important messages to get lost as a miscommunication here would be not great.

If you have any questions, please reach out to our support team with this link or use the 💬 Chat Icon down in the corner of your Roo app for immediate support.

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Sheriff Clint Eastwoof presents:

Hospital Policies

Chat & Messaging Guidelines

Don’t use Roo Messaging to cancel a shift

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