Sometimes, life happens and lessons have to be rearranged, but we understand that doesn't make cancelled lessons any less frustrating! With this in mind, our cancellation policy has been written to ensure that students have a reasonable degree of flexibility, but our tutors are also protected against last minute change-of-plans.
Students can cancel any time up to 12 hours before the lesson start time for free, but any lessons cancelled within 12 hours of the start time can be charged at 50% of the total lesson fee after. When a student cancels within 12 hours of the start time via their account, you'll be notified and asked to waive or charge the cancellation fee:
Any lessons that are either cancelled after the start time of the lesson or where the student never informed you that a lesson could not take place will be charged at full price. Tutors must wait for the student for at least 15 minutes in the online classroom, attempt to contact the student via phone call and be able to provide evidence of this in order for us to enforce a 100% charge if they do not have alternative evidence of a student cancelling after the start time.
Tutors cannot charge a student in full if the student cancels the lesson after the start time as a result of a tutor being late for a lesson. You can see more on lesson lateness here. (5.20)
We always give every tutor the choice about whether they enforce charges for late cancellations. If a regular student is truly ill then it may be more appropriate to offer a full refund in order to maintain a good tutor-student relationship. We're always happy to help you with these decisions if you need us - our Customer Succes Team are available by phone and email Monday - Friday and are great at that sort of thing!
If the student has asked you to cancel the lesson within 12 hours of the start time and you would like to enforce the 50% cancellation charge, let the student know that they will need to log into their account, head to their "Lessons" tab and cancel the lesson themselves.