Contents
GCSE and KS3 Cancellation Policy
Introduction
MyTutorWeb Ltd (MTW) was founded to offer life-changing tuition for all. Our site was developed with the aim for high-quality lessons to take place in a safe environment and this is reflected in several key built-in features.
We’re committed to ensuring the highest possible standard of personal safety, well-being and safeguarding of each student and tutor using MyTutor.
Check out what we expect of our tutors, and and how you can develop your professional skills with our training module.
Policy statement
This policy makes clear what MyTutor expects from tutors in the event tutors can’t attend their GCSE & KS3 lessons.
Contents
Why do you have a cancellation policy for school opportunities?
When you cancel a lesson on our Schools Programme, we need to find another tutor to cover for you.
Our policy makes sure that cover tutors have enough time and information to prepare so that pupils are fully supported and get the lesson that their school has paid for.
You can cancel lessons from your Bookings page. See a step-by-step Cancellation Guide.
What’s your cancellation policy?
If you can't make a lesson, you should:
Let us know with at least 24 working hours notice
Write a full cover report
Head to your Bookings page to cancel a lesson. And if you can’t access that page, please get in touch with us as soon as you can on Live Chat to get a quick response.
We ask for at least 24 working hours' notice so cover tutors have plenty of time to prepare an impactful lesson. When schools cancel their lessons, we also ask them for the same notice period.
Even if you can’t give us a day notice, it’s still really important to let us know you can’t make a lesson. That way we can still do our best to organise cover, even if it’s at short notice.
See our Attendance Policy for more info on what happens when you miss a lesson without telling us.
What happens if I don’t give 24 hours' notice when I cancel?
We’ll contact you by email to understand why, and check if there’s anything we can do anything to help. We understand that illness and emergencies can happen.
We reset cancellation warnings after 60 days if you haven’t cancelled another with less than 24 hours notice.
But if you continue to cancel lessons without giving us a days’ notice during a 60-day period, after two warning emails, we may remove you from the platform.
Remember, it’s always better to tell us in advance if you can’t make a lesson - even if it’s at short notice - so we can organise a cover tutor for the pupil.
Missing even one lesson without telling us will reduce your access to school opportunities. See our Attendance Policy for more information about this.
What happens if I don’t write a cover report?
We’ll contact you by email to find out why, and to check if we can do anything to help you to write cover reports in future.
You can find out more about writing cover reports in our cancellation guide.
Why do you have a cover request limit?
Pupils make the most progress when they’re able to learn from, and build trust with, the same tutor week after week. So if a pupil has a new tutor each lesson, it can set them back significantly.
And that’s why we put a limit on the number of cover requests you can make per slot. The limit depends on the length of the slot.
If you exceed this number, you’ll need to cancel the whole slot.
Slot length | Cover requests allowed |
1 - 5 | 0 |
6 - 10 | 1 |
11+ | 2 |
It’s also why we don’t allow you to request cover for the first lesson in a slot. If you can’t make the first lesson, you’ll lose the entire slot.
Note: If the school has rearranged the initial first lesson and it is now at the end of the programme then the second lesson will now become the first lesson of the programme.
This means you cannot request cover for that second lesson as it is now the first lesson of the programme.
What if I need to cancel late for a reason outside my control?
As a tutor, you’re responsible for letting us know in plenty of time if you can’t make a lesson. That means:
Planning ahead, so you’re confident that you can comfortably manage your lessons alongside other commitments
Contacting our support team to cancel (if you can’t log in)
Taking time off if you’re struggling with your health or other commitments
However, we understand there things can come up that you don’t have control over.
In these exceptional circumstances, please contact us ASAP so we can support you.
A-Level Rescheduling Guide
Schools Programme A Level Rescheduling Guide
This article tells you what to do if you can’t make an A Level lesson on the Schools Programme.
For GCSE or KS3 lessons, check out our GCSE & KS3 Cancellation Guide.
Contents
What do I do if I can’t make an A-Level lesson?
We don’t allow cover tutors for 1-1 A-Level lessons. If you can’t make a 1-1 A-Level lesson, you’ll need to get in touch with your pupil to arrange a new time for it.
Please give them at least 24 working hours notice.
It’s easiest to discuss this during a lesson
But it’s a good idea to also message your A Level pupil so there is a written record of your reschedule
Once you’ve agreed a new time, contact us so we can reschedule it for you. Remember to include all the details of the lesson you want to reschedule and the newly rescheduled time.
If your lesson is a 3-1 A-level lesson, you will need to cancel the lesson to send it to cover.
When you cancel the lesson, we need to find another tutor to cover for you. To fully support your pupils, it’s important to give the cover tutor enough time and information to prepare. That means:
Giving us at least 24 working hours' notice if you can’t make a lesson
Writing a full cover report when requesting a cover tutor
You can cancel lessons from your Bookings page. See a step-by-step Cancellation Guide.
What if I have to reschedule with less than 24 hours notice?
If your lesson is due to start soon but you and your pupil haven’t discussed a time to reschedule it yet, please reach out to us on Live Chat to get a quick response.
We’ll move the lesson to the end of the recurring slot (the week after your last lesson).
If that doesn’t work for you, feel free to discuss a new time for the lesson with your pupil when you next see them and then let us know the outcome.
Remember to confirm the change with your pupil by sending them a message.
If you don’t let us know, it will be marked as a missed lesson and will reduce your access to school opportunities (find out more in our Attendance Policy).
What if my pupil is unable to make the lesson?
Make sure to message them ASAP to reschedule. Even if you agreed in the lesson space, it’s important to confirm this in writing to refer back to.
Contact us. Remember to include: the pupil’s name, the details of the original lesson, and the rescheduled lesson details.
We recommend giving your A-level pupil up to 3 hours before the lesson to respond.
What if my pupil doesn’t respond?
If you still haven’t heard back from the pupil and your lesson starts in less than 3 hours, please reach out to us on Live Chat to get a quick response.
We’ll move the lesson to the end of the recurring slot (the week after your last lesson), and contact your pupil’s teacher.
If that time doesn’t work for you, feel free to discuss a new time for the lesson with your pupils when you next see them and let us know the outcome.