Tutors are expected to attend every class they are assigned, arriving on time and ready to teach. Punctuality is crucial—arriving even one second past the scheduled start time is recorded as lateness. Consistency and reliability ensure a positive experience for students and families, so please plan accordingly to meet your commitments.
For Tutors missing scheduled classes
Unexpected situations, like a power outage, may prevent you from attending a class. In such cases:
- If you miss a scheduled class, we’ll assume something went wrong, and all your classes for the day will be canceled unless you contact us promptly. This helps minimize the impact on students while you handle the situation.
- If you miss more than two classes in 30 consecutive days, you’ll be paused from further classes pending individual review.
For Tutors being late to a class
- Log in at the scheduled start time. Even a one-second delay counts as a late class.
- If your student joins late and you have a class immediately after, wrap up at the 25-minute mark. If you don’t have a class following, you may extend it to 30 minutes.
For Students missing scheduled classes
Students have a 12-minute window to join. If they don’t log in within 12 minutes, turn off your camera and mic and use the remaining time to prepare for future classes. Always stay on Zoom until the scheduled end time.
If a family or kid joins after 12 minutes, follow these steps:
- Help them reach Customer Support for further assistance (but don’t contact CS on their behalf).
- If they had technical issues, assist with troubleshooting to prevent future problems.
- After the family leaves, you may turn off your camera and mic and prepare for other classes.
Note: No written assessment is required for trial classes where students do not attend, but you’ll still receive payment for the session.
Student class cancellation
If families reach out to us in advance:
- If this happens for a recurring class, we will try to find a day and time that works for you both (tutor and kid) to reschedule.
- If this happens for a trial class, we will ask the family for another day and time they would like to have the class. If that works for you, we will keep this class for you. If not, we will reassign the class to another tutor.
If families reach out to us less than 24 hours before the class:
- Our Support Team will reach out to you to give notice.
- You will still be paid for this class.
Frequently asked questions
Q: How are you defining a class cancellation?
A: A cancellation is any planned class that doesn’t take place due to a tutor adding an OOO day, using the Urgent Tutor Contact Form, or permanently adjusting their availability.
Q: Does my cancellation rate include both trial classes and subscription classes?
A: Yes, both trials and subscription classes are counted in your cancellation rate.
Q: I tell my families in advance when I’m unable to make a class. Does that still count towards my cancellation rate?
A: Right now, even if you reschedule a class or give advance notice, it does still count toward your cancellation rate.
Q: Does this cancellation rate include classes that the family canceled?
A: No, the rate we’re sharing with tutors refers only to classes canceled by the tutor.
Q: Does this cancellation rate include classes where I was late or didn’t show up?
A: No, those are not currently included in your cancellation rate. Through time, we hope to give tutors visibility into various “reliability” data in one place.
Q: How can I give Dojo Tutor more context on my cancellation rate?
A: You’re welcome to share any thoughts or context via this form. We know things come up and we’re happy to listen!
Q: I’d love to pick Dojo Tutor’s brain about how to design a schedule that I’m better able to stick to. Can I chat with someone?
A: Yes! Grab some time with us here. We’re happy to chat about your schedule.
Q: Do you have any tips about how to better stick to my class schedule?
A: Yes! We’ve compiled these tips from your fellow tutors.
Q: Is there a way for me to see on which dates I canceled classes?
A: We don’t have this easily available, but you can reach out to request this information.
Q: Is there a way for me to see a breakdown of the reasons I canceled classes?
A: We don’t have this easily available, but you can reach out to request this information.
But remember, we only have this data for classes you canceled via the Urgent Tutor Contact Form; we don’t currently ask you for a reason when you add an OOO day.
Q: Some families cancel classes often. Are you taking this into consideration?
A: We know it’s frustrating when families are unreliable. We’re also working with families to encourage them to stick to their classes, and to only sign up for classes they know they can stick to each week.
More questions? Email our team at: tutoring-support@classdojo.com