If you or your private student can’t make the agreed lesson time, you might want to reschedule or cancel your lesson.
Just remember that if there are less than 24 hours until your lesson is due to start, the changes you can make are limited. (That’s because payment is automatically charged 24 hours before a lesson).
More than 24 hours before the lesson
To edit a lesson, you can either:
Go into your Upcoming Bookings, and click Edit next to the lesson that you want to change.
You can Reschedule or Cancel the lesson.
Go into your Messages with the parent/student and click Edit under the lesson that you want to change.
24 hours or less before the lesson
Access the lesson either via Upcoming Bookings or your Messages.
You’ll only be able to suggest a Reschedule for the lesson
If you need to cancel a lesson, you can just refund the lesson immediately after the original end time
The parent has to accept or decline the rescheduling. If they decline, they'll be automatically refunded.
If the parent declines or fails to accept the request, the lesson will be automatically refunded by the system, and you will not receive payment for the lesson
When making changes, especially if they’re last minute, make sure to communicate clearly with the parent as soon as you can to avoid disappointment.
If the parent hasn’t responded, or you are having trouble with rescheduling, please contact us via Live Chat and we’ll support you.
If the parent is requesting a change
Parents will see the same things you see when trying to reschedule or cancel their lesson.
If it’s less than 24 hours before the lesson, you must accept or decline the request
Accept - the lesson will be rescheduled and you will be paid for the new lesson
Decline - you will be paid for the original lesson (and you should still attend!)
If the request expires, you might miss out on payment. So, keep an eye on your messages!
Remember that accepting changes with less than 24 hours’ notice is absolutely up to you.
You can set boundaries with your customers, for example, if they request to cancel with less than X hours’ notice then you won’t issue a refund. You can always ask other tutors for their advice in our tutor community - there’s a space specifically for private tutor chat.
Technical problems
If a lesson is unable to go ahead due to technical difficulties on either end, our advice is to check the Tech FAQs for a solution.
If you're unable to find a solution to your problem, speak to the MyTutor team on our live chat function, which you'll see in the bottom right-hand corner of your screen, and a member of our team would be more than happy to help!
We recommend you spend approximately 5 minutes trying to solve the technical issue, and if you're unsuccessful, refund and reschedule the lesson.
Unfortunately, we are not able to make refunds for technical issues outside of our control.
Didn’t find what you were looking for? Check out the suggested articles, or get in touch and a member of our team will be happy to help. Our live chat is the best and simplest way to get in touch!