Booking, Cancelling, and Rescheduling Policies

Effective Date: 01 January 2018

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 nice 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 but more than 12 hours from the schedule start of the session, the session will not be automatically confirmed and its status will remain “Pending Confirmation” in your account until your tutor accepts or declines. Your tutor will have until 12 hours before the start of the session to respond, giving you a chance to find another tutor if he/she is not available. If your tutor declines the booking or does not respond at least 12 hours before the requested start of the session, the session will be automatically cancelled, removed from your account, and you will be automatically refunded the your credit. If your tutor accepts, the session will be confirmed and the status will be “Upcoming” in your account;

You may always cancel and reschedule a booking that is “Pending Confirmation” for a different time and/or with a different tutor without penalty. If you cancel, you will automatically receive a refund of the credit.

With Last Minute Notice of 12 Hours or Less

If you make a new booking last minute with less than 12 hours before the start of the session, the session will not be confirmed and its status will be listed as “Pending Confirmation” until your tutor accepts or declines. Due to the short notice of 12 hours, your tutor will have up until 1 hour before the requested time session to respond. If your tutor declines or does not respond, the session will be automatically cancelled, removed from your account, and you will be automatically refunded your credit. If your tutor accepts, the session will be confirmed and the status will become listed as “Upcoming” in your account.

You may always cancel and reschedule a booking that is “Pending Confirmation” for a different time and/or with a different tutor without penalty. If you cancel, you will automatically receive a refund of the credit

Please keep checking the status of your session from time to time as your tutor may accept just before the start of the session and if you do not attend it will be treated as a “Missed Class” and you will not be refunded your credit, 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. You will be refunded the credit and the session removed from your account.

With Less Than 24 Hours Notice

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 not be automatically confirmed and the session will be listed 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 declines the request or does not respond the session will remain listed in your account as “Upcoming” and you will not be refunded the credit even if you do not attend the session. If your tutor accepts, you will be refunded the credit and the session will be removed from your account.

Cancellation Request From Your Tutor

If your tutor requests to cancel a session at anytime, the request will be automatically confirmed, you will be refunded the credit, and the session removed from your account. If your tutor provides less that 24 hours notice, the request will still be automatically confirmed but your tutor’s account will reviewed by our administration team to determine if this is a frequent occurrence and, if so, the tutor will be 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 Less Than 24 Hours Notice

If you request to reschedule a session with short notice of less than 24 hours before the scheduled start of the session, your request will not be confirmed and the session will be listed 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 declines the request the session will remain listed in your account as “Upcoming” and you will not be refunded even if you do not attend the session. If your tutor does not respond the session will remain listed as “Pending Change” with the original date and time of the session confirmed and you will not be refunded even if you do not attend the session. If your tutor accepts, the session will be listed as “Upcoming” in your account and updated with the new session details.

Reschedule Request From Your Tutor

If your tutor requests to schedule a session at anytime, the request will not be confirmed and the session will be listed as “Pending Change” in your account until you accept or decline. If you accept, the session will be listed as “Upcoming” in your account and updated with the new session details. If you decline, the session will be listed as “Upcoming” and remain with the original details. Your tutor may then request to cancel the session which will be automatically confirmed and for which the standard cancellation policy would apply.

For Tutors

Booking a Session
With 24 Hours or More Notice

A new booking of a session 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 occasion 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 but more than 12 hours from the scheduled start of the session, the session will not be confirmed and its status will remain “Pending Confirmation” in your account until you accept or decline. You will have until 12 hours before the start of the session to respond. If you decline the booking or do not respond at least 12 hours before the start of the session, the session will be cancelled, removed from your account, and you will not be paid for the session. This will give the student or parent a chance to find another tutor if you are not available. If you accept, the session will be confirmed and the status will be “Upcoming” in your account.

With Last Minute Notice of 12 Hours or Less

If a student or parent makes a new booking last minute with less than 12 hours before the start of the session, the session will not be confirmed and its status will be listed as “Pending Confirmation” until you accept or decline. Due to the short notice of 12 hours, you will have up until 1 hour before the start time of the requested session to respond. If you decline or do not respond, the session will be cancelled, removed from your account, and you will not be paid for the session. If you accept, the session will be confirmed and the status will become listed as “Upcoming” in your account.

While a new booking is listed as “Pending Confirmation” in your account, a student or parent may cancel and reschedule it for a different time and/or with a different tutor. You will not be paid for a cancelled session that is “Pending Confirmation” and the student will automatically be refunded the credit.

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 and the session removed from your account.

With Less Than 24 Hours Notice

You are allowed to cancel a class with less than 24 hours notice in exceptional cases. Requests will be automatically confirmed. 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 cancellations with less than 24 hours notice 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

With 24 Hours or More Notice

If you request to reschedule a session your request will not be confirmed and the session will be listed as “Pending Change” in your account until the student or parent accept or decline. The student or parent will have up until the start of the session to respond. If the student or parent declines the request or does 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 you do no attend the session the No Show policy will apply which includes not being paid for the session and receiving an automatic 0 star rating.

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.

Rescheduling Request From a Student or Parent

If your tutor requests to reschedule a session at anytime, the request will not be confirmed and the session will be listed as “Pending Change” in your account until you accept or decline. If you accept, the session will be listed as “Upcoming” in your account and updated with the new session details. If you decline, the session will be listed as “Upcoming” and remain with the original details. The student or parent may then request to cancel the session for which the standard cancellation policy would apply.