Can I cancel or reschedule my lesson?
A lesson can be cancelled any time up to 24 hours before it starts.
If you're no longer able to make a lesson, you can reschedule or cancel it from your bookings page. Simply go to the booking you wish to change and click on the edit button to the right.
Cancelling a lesson
You can cancel a lesson if it's due to start in over 24 hours. This way, the tutor has plenty of warning that the lesson is not going ahead.
Once you cancel a lesson, it won't appear in your bookings, and the credits will be returned to your wallet.
If you have any pending bookings due to take place in the next 7 days, the money from the cancelled lesson will automatically be assigned to these.
If a lesson is due to start in under 24 hours, you won't be able to cancel the lesson this way, and you'll need to message your tutor to let them know as providing a refund with under 24 hours' notice will be at their discretion.
You can read our refund policy here. Alternatively, you can reschedule the lesson (see below). In case of emergencies or unforeseen circumstances, it's important to notify your tutor promptly, even if it's within 24 hours of the lesson. Clearly communicate the reason for cancellation and discuss possible alternatives, such as rescheduling or refunds, keeping in mind that tutors have discretion over last-minute changes.
Rescheduling a lesson
If you can’t make your original lesson or free meeting time, you may decide that you want to reschedule your lesson to a new date and time. You just need to
Go to your Bookings page
Click Edit
Click Reschedule lesson by the lesson you want to change, and
Suggest a new date and time.
Include a clear and concise message along with your rescheduling request to ensure the tutor understands your availability and preferred outcome.
If your lesson is more than 24 hours away
Your tutor can accept the request and the new time will be confirmed.
Your tutor can decline the request and the lesson will go back to the original time, and you can just cancel it.
If your tutor doesn’t respond to the request, the lesson will also go back to the original time, and you can cancel it.
If neither you nor the tutor takes action on the request by the time of the lesson, the request will be automatically rejected by the system.
If a rescheduling request is not accepted within the required 24-hour window before the original lesson time, the lesson is automatically canceled.
If there are less than 24 hours until your lesson
Your tutor can accept the request and the new time will be confirmed.
Your tutor can decline the request and the lesson will go back to the original time. They can then choose whether or not they refund this.
If your tutor doesn’t respond to the request, the lesson will also go back to the original time, and they can choose whether or not they refund this.
If a rescheduling request is not accepted within the required 24-hour window before the original lesson time, the lesson is automatically canceled.
We also recommend dropping your tutor a quick message to let them know when you’re rescheduling a lesson to keep them in the loop! Clear and polite communication is especially critical in emergency situations. Update your tutor promptly with concise and honest information about the reason for rescheduling or cancellation. This fosters trust and understanding while working toward a mutually agreeable solution.
Key Takeaways
Communicate clearly in the reschedule request and provide all necessary details.
Follow up with reminders if the other party is unresponsive.
Take note of system-driven actions, such as automatic rejections, to avoid misunderstandings.
Confirm the update once all parties agree to avoid further scheduling issues. If a lesson was missed due to external factors, such as a bank holiday, you can reach out to request a replacement lesson. This approach ensures that teaching time isn’t lost. Additionally, if the other party does not respond promptly to your reschedule request, send a follow-up message as a reminder. Communication ensures all parties stay updated and avoid misunderstandings.- Notify all relevant parties as soon as possible in case of emergencies or short-notice cancellations.
Provide concise and clear reasons for the cancellation and propose alternative solutions collaboratively where applicable.
Be prepared to accept some level of flexibility from either party when rescheduling lessons under unforeseen circumstances.
Please bear in mind that tutors put a lot of prep work into lessons and set time aside, especially to deliver them, so last minute cancellations can have a real impact.
Some tutors have their own personal cancellation policies that mean they’d be willing to refund you, but this is at their discretion. If you cancel within the 24-hour cancellation policy, your tutor is within their rights not to issue a refund. However, in emergencies or unforeseen circumstances, tutors may be more understanding if clear and prompt communication is established, explaining the situation effectively. It’s always beneficial to maintain professional courtesy and explore alternative solutions, such as rescheduling.