If a family reaches out requesting assistance as they are a shift worker, we're able to disable the late booking fees and the late cancellation fees on their account. Clearly communicate this to them, but also that we cannot waive fees for sessions that are cancelled with charge, and that families are allowed up to 42 subsidised absences per financial year.
Please also leave a note on the parent account stating that one of the parents are a shift worker, and reference the relevant ticket where they called or emailed to notify us of this.