Booking, Cancelling, and Rescheduling Policies

Effective Date: 03 November 2020

We understand at times there may arise circumstances out of your control that force you to change your plans with short notice.

All our users and tutors are usually very kind and understanding so we always advise that they communicate with one another via the messaging tool especially in cases of short notice bookings, cancellations and rescheduling requests.

For your reference, here are our official rules:

Definitions

"User, Student, Learner, Parent" means a person that seeks a Tutor and/or Tutoring Services for or on behalf of an individual looking to receive such Services. This may be a student or parent/guardian of such student.

"Tutor" means an educational services provider accessible to Users via the Site.

"Account" means the profile you create by registering/signing up as a User on the Site in accordance with these Terms of Services.

"Tutoring Sessions" means the time spent when Tutor provides Tutoring Services to a user via the Site and Services.

"Refund, refund credit" means to credit back into a user’s Account the amount debited for booking a tutoring.

For Students and Parents

The following policies apply to both students and parents.

Booking a Session

With 24 hours or more notice

A booking for a new session is automatically confirmed if made at least 24 hours before the selected time slot. The session will be listed as "Upcoming" in your account.

With short notice of less than 24 hours

If you make a new booking with short notice of less than 24 hours from the selected time slot the session will need to be confirmed by your tutor and will shown as "Pending Confirmation" in your account until your tutor accepts or declines. Your tutor will have until the start of the session to respond. If your tutor accepts, the session will be confirmed and the status will be shown as "Upcoming" in your account. If your tutor declines the booking or does not respond before the scheduled start of the session, the session will be automatically cancelled, removed from your account, and you will be refunded the debited hours. While a new booking is “Pending Confirmation” you may cancel it at any time and you will automatically receive a refund of the debited hours;

Please keep checking the status of your session from time to time as your tutor may accept just before the start of the session at which point the session will be confirmed. If you do not attend it will be treated as a "Student Missed" and you will not be refunded your debited hours, as per the No Show policy.

Cancelling a Session

With 24 hours or more notice

If you request to cancel a session with at least 24 hours or more notice before the scheduled start of the session, the request will be automatically confirmed and you will be refunded the debited hours.

With short notice of less than 24 hours

If you request to cancel a session with short notice of less than 24 hours before the scheduled start of the session, the request will need to be confirmed by your tutor and will be shown as "Pending Cancellation" in your account until your tutor accepts or declines. Your tutor will have up until the start of the session to respond. If your tutor accepts, the session will be cancelled and you will be refunded the debited hours. If your tutor declines, you will still have the option to cancel which will be automatically confirmed but you will not be refunded the debited hours;

If the tutor does not respond the session will remain confirmed and go live at the scheduled start time and if you do not attend it will be treated as “Student Missed” and you will not be refunded your debited hours, as per the No Show policy;

You may cancel a "Pending Change" request at any time and your session will revert back to "Upcoming" with the original session details.

Cancellation request by your tutor

If your tutor requests to cancel a session at anytime, the request will be automatically confirmed and you will be refunded the debited hours. If your tutor provides less that 24 hours notice, the request will still be automatically confirmed but they will receive a negative mark to their tutor rating. If this is a frequent occurrence, the tutor’s account will be reviewed by our administration team and potentially suspended;

You will never be charged if your tutor cancels a tutoring session.

Rescheduling a Session

With 24 hours or more notice

If you request to reschedule a session with 24 hours or more notice before the scheduled start of the session, your request will be automatically confirmed and your account updated with the new session details;

With short notice of less than 24 hours

If you request to reschedule a session with short notice of less than 24 hours before the scheduled start of the session, the request will need to be confirmed by your tutor and will be shown as "Pending Change" in your account until your tutor accepts or declines. Your tutor will have up until the start of the session to respond. If your tutor accepts, the session will be listed as "Upcoming" in your account and updated with the new session details. If your tutor declines, the session will remain listed in your account as "Upcoming" with the original session details. If your tutor does not respond the session will remain listed as “Pending Change” and will go live at the original start time;

If you request to reschedule a session with short notice of less than 24 hours before the scheduled start of the session, the request will need to be confirmed by your tutor and will be shown as "Pending Change" in your account until your tutor accepts or declines. Your tutor will have up until the start of the session to respond. If your tutor accepts, the session will be listed as “Upcoming” in your account and updated with the new session details. If your tutor declines, the session will remain listed in your account as "Upcoming" with the original session details. If your tutor does not respond the session will remain listed as “Pending Change” and will go live at the original start time;

Please keep checking the status of your session from time to time to know the start time of your session, if new or the original time. If you do not attend the session it will be treated as a "Student Missed" and you will not be refunded your debited hours, as per the No Show policy;

You may cancel a "Pending Change" request at any time and your session will revert back to "Upcoming" with the original session details.

For Tutors

Booking a Session
With 24 Hours or More Notice

A new session booking is automatically confirmed if made with at least 24 hours before the selected time slot. The session will be listed as "Upcoming" in your account. You must honour all "Upcoming" sessions and on rare occasions should you cancel a session.

With short notice of less than 24 hours

If a student or parent makes a new booking with short notice of less than 24 hours from the scheduled start of the session, you will have the option to accept or decline the request and the session status will remain "Pending Confirmation." You will have until the start of the session to respond. If you accept, the session will be confirmed and the status will change to "Upcoming" in your account. If you decline or do not respond by the requested start time, the session will be cancelled and you will not be paid for the session;

A student or parent may cancel a new session request at any time that is "Pending Confirmation" and will automatically receive a refund of the debited hours and you will not be paid. This will give the student or parent a chance to find another tutor so don’t make them wait long for a response!

Cancelling a Session

With 24 hours or more notice

If you request to cancel a session with at least 24 hours or more notice before the scheduled start of the session, the request will be automatically confirmed. You will not be paid for the session.

With short notice of less than 24 hours

Only in exceptional circumstances should you cancel a session with less than 24 hours notice. Requests will be automatically confirmed and you will not be paid for the session and the session removed from your account;

All cancellations with less than 24 hours notice will be recorded and if you are deemed to have an excessive number of these cancellations your account will be placed under review and may be suspended and/or cancelled.

Cancellation request from a student or parent

If a student or parent requests to cancel a session with 24 hours or more notice, this will be automatically confirmed and you will not be paid the session. If a student or parent requests to cancel a session with short notice of less than 24 hours before the scheduled start of the session, the request will not be confirmed and the session will be listed as "Pending Cancellation" in your account until you accept or decline. You will have up until the start of the session to respond. If you decline the request or do not respond the session will remain listed in your account as "Upcoming", you will be paid for the session if you attend the session, and your student will not be refunded if he/she does not attend. If you accept, you will not be paid for the session, your student will be refunded, and the session will be removed from your account.

Rescheduling a Session

Rescheduling request from a student or parent

If a student or parent requests to reschedule a session with 24 hours or more notice before the scheduled start of the session, the request will be automatically confirmed and your account updated with the new session details;

If the request is with short notice of less than 24 hours before the scheduled start of the session, the request will not be confirmed and the session will be listed as "Pending Change" in your account until you accept or decline. You will have up until the start of the session to respond. If you decline the request or do not respond the session will be listed in your account as "Upcoming" or "Pending Change", respectively, in both cases the original details of the session will remain and if the student does no attend the session the No Show policy will apply which includes, but is not limited to, you being paid for the session and the student not refunded. If you accept, the session will be listed as "Upcoming" in your account and updated with the new session details.

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