Disputed invoice? What can I do?
Hey guys, I don’t know if this is allowed but I really need some advice and I’m not getting much help from the platform I’m using.
So I’ve been doing SW for nearly a year now. I’m a sole contractor who’s using a platform and have always had great reviews and have never had any client dispute an invoice or disagree with it. I’ve always remained honest and conducted myself professionally. I had a client who needed to bump off a couple of days due to taking up a new hobby he wanted to pursue solo (yay, that was the goal) so I looked for another client to fill those days. I’d mostly worked with NDIS clients but decided to try out an aged care client.
He was nice enough. But he wanted the scope of my role to be quite a list of things. He wanted me to transport him to and from grocery shopping, clean his house, be his seeing eye person, be on call for the occasional night shift, social and community outings, meal prep and cooking and administration tasks. This was quite a list but I was proficient in everything so I had no worries accepting the task. I have a pretty standard agreement. There are to be booked hours that are semi predictable, 72 hour cancellation policy except in emergencies. Treat each other with dignity and respect. That’s it. No shady sneaky stuff.
I had a meet and greet on a Thursday and at the end of the meeting he felt really good about me and my capabilities so he asked me to black out Monday, tuesdays and Wednesdays on my calendar each week 9am to 1pm. Every week for the foreseeable future. He said his budget is around $65 for a SW, I said that’s great because I charge around that much depending on the tasks and scope of my role. I said fantastic, when do you want me to start. He says the coming Monday. I say great, I’ll book it in now and send the agreement over for you sign.
I black out my calendar and stop accepting anymore clients. I get a message on Saturday on the platform and it’s the client. He has a problem with my hourly rate. He says the platform is charging him a fee ontop of my hourly rate (for his use of the platform, pretty standard I thought?) and he says “I don’t want to pay that much, can you lower your hourly rate to absorb the platform fees?”. Given that he wanted 3 days booked I thought, why not, I can go down a few dollars. Not that big of a deal. Next, he says “I’ve read your cancellation policy and it says 72 hours notice”, I say “yep, pretty standard, but I make exceptions for emergencies etc”. He then asks me if I can change it to 24 hours notice.
By now, red flags are starting to pop up a little but I was polite and declined to change it because it’s the only protection I have against last minute cancellations (which I’ve been burned by in the past and lost money because of it). He says “but sometimes I wanna make a last minute doctors appointment”. I say, he’s more than welcome to do that but if he cancels he’s going to be responsible for the entire booking fee. He finally agrees.
He accepts the agreement Sunday morning. I get a notification from the platform saying all is gravy for the go ahead. He is locked in. Slots are blacked out for him and he’s 100% signed on board. By this point I’m thinking I’m starting on Monday like he wanted. He sends me a message and says can I call at 1pm? I say sure, no worries. At 1pm he rings and checks to see if I’ve lowered my hourly rate which I confirmed I did. We chat about what he wants to do for the week and the goals and plans and toward the end of the conversation he says it’s a public holiday on Monday. I quickly check the calendar and confirm it is, but reassure him I’m still available for the session he booked.
He then proceeds to tell me he doesn’t want to pay the holiday rate and wants to cancel the session. I was confused at this point and also felt a bit angry because I now couldn’t book any clients for the Monday because he switched it up last minute. I double checked if he was sure he wanted to cancel. He confirmed he did and I should come on Tuesday. I say ok and do our session on Tuesday.
Massive red flags popped up on Tuesday where he repeatedly bad mouthed other SW and the amount of driving he made me do was actually insane. This man had me drive to 4 different stores to find the “perfect loaf of bread” and then after the 5th grocery store he requested I drive 20km to a major shopping center where he proceeded to buy a box of tissues… come to find out his funding DOESNT cover kms and I used up SO much fuel just in that session alone.
He then starts making comments during the day saying he’s going to need to “switch up the booking on the day sometimes and even if he’s booked 4 hours and only uses 1 he only wants to pay for 1 hour”. After that Tuesday I go home and fill out and send my invoices. One for Monday and one for Tuesday. He messages me and he’s ropable. Asking me why I’ve charged him for Monday and how dare I. I’m taking advantage of him etc etc. No matter how many times I explained that he BOOKED that Monday and chose to cancel it in the last second AFTER he signed the contract. He rings me and starts screaming down the phone at 9pm at night. He starts saying things like “I tricked him” and he didn’t know about the cancellation policy and he thought he didn’t have to pay. I pointed out that he did indeed know about the policy because he asked me to change it and I refused (for this exact reason).
He rejected the invoice for Monday and I’ve had to raise a dispute with the platform. I’ve lost so much potential work over the last week due to this guys stuffing me around and now I’m having to get another client to replace him. What can I do? What protections are in place for private contractors? How do you guys handle rejected invoices? Should I have just rolled over and not charged for the lost/cancelled Monday?