Information for Students:
Your credit card will be charged once your tutor/advisor confirms your requested session, and you will receive a credit added to your wallet if you reschedule/cancel at least 12 hours before your session. Unfortunately, you do not have the ability to reschedule within 12 hours before your session, and cancellations within this period will be charged in full. To avoid charges, we recommend rescheduling/canceling at least 12 hours in advance when possible.
If you are rescheduling more than 12 hours in advance of your scheduled session time:
- You can reschedule your session by navigating to your “Upcoming Sessions” and clicking the “Reschedule” button.
- Your tutor/advisor will receive a new session request and will confirm or deny your request.
If you are canceling more than 12 hours in advance of your scheduled session time:
- You can cancel your session by navigating to your “Upcoming Sessions” and clicking on the trash can icon.
While you are encouraged to reschedule/cancel at least 12 hours in advance to avoid charges, in extenuating circumstances, tutors/advisors are able to override this rule in the platform and reschedule your session within 12 hours before your session time without your being charged.
In this case:
- You will not see the “Reschedule” button in your “Upcoming Sessions.”
- You must contact your tutor/advisor via the Message Center to ask about a rescheduled time. Once you and your tutor/advisor agree upon a time, the tutor/advisor can cancel the session, and then you can request a new session on your end for the time you two agreed upon.
Depending on how close to the session you make your request, it is not guaranteed that your tutor/advisor will be able to see your request, respond with enough time before the session, and make themselves available for the new requested time. You MUST respect your tutor/advisor’s time – this option must only be used in extenuating circumstances and cannot become a regular occurrence.
Should a tutor or advisor cancel a session or not show up to your scheduled session, the cost of the session will be credited to your wallet. In this case, we are also able to issue a refund if that is preferred.
Information for Tutors/Advisors:
We encourage you to avoid rescheduling/cancellations, as it makes it less likely for the student to book another session with you. However, if needed, you are able to suggest a new time for your scheduled session up to 12 hours before the session time and cancel your session up to five minutes prior to your scheduled session time. Please let your student know as soon as possible if you realize you are no longer available for the initial session time, and be prompt in your communication with your student to find an alternative time that works best for you and the student.
You will not receive payment for any sessions canceled more than 12 hours in advance of your scheduled session time or for any sessions that you cancel within 12 hours before your scheduled session time. However, if students cancel within 12 before your scheduled session time, you will still receive payment.
Note that while students are encouraged to reschedule/cancel at least 12 hours in advance to avoid charges on their end, they are told that, in extenuating circumstances, tutors/advisors are able to override this rule in the platform and reschedule the session within 12 hours before the session time without the student’s being charged. In this scenario, students must message their tutor/advisor to make this request. Once you agree upon a new time with the student, you can cancel the currently booked session with the student, and the student can request a session for the new agreed upon time. Students are told that they must respect their tutor/advisor’s time and only use this option in extenuating circumstances. Students are also reminded that depending on how close to the session students make their request, there is no guarantee that their tutor/advisor will be able to see their request, respond with enough time before the session, and make themselves available for the new requested time.