What’s the update?
We have a new update that makes it simpler for families to reschedule instead of cancel classes. Why? Because when families choose to reschedule, it leads to fewer student no-shows, steadier learning routines for kids, and fewer subscription cancellations overall. It’s a small change with a big impact—for tutors, families, and students alike. By allowing parents more flexibility to reschedule, we’re reducing cancellations and increasing consistency in tutoring for kids.
How Rescheduling Works?
- Families can reschedule a class with less than 24 hours' notice, up to 2 hours before the scheduled start time, and up to 4 times per month.
- If a family exceeds the 4 last-minute reschedules in a month, they:
- Cannot reschedule last minute again until next month begins
- Can still reschedule any class more than 24 hours in advance without limits
When is Rescheduling Not Allowed?
- If the class starts in less than 2 hours, rescheduling is no longer possible
- If the family has used all 4 last-minute reschedules, they will see a screen explaining they can’t reschedule and must contact Customer Support to make changes
Tutor Payment Details:
Tutors aren’t paid for a last-minute reschedule until the new class actually happens.
For example: It is 2:00 pm and you have a class tonight at 8:00 pm, and the family reschedules for next week at 2:00 pm, you won’t receive payment for the class that was to take place today. Instead, you’ll be compensated for the rescheduled class that takes place.
đź“– FAQ: Flexible Rescheduling for Families
Q: What is this update about?
A: We’re making it easier for families to reschedule classes instead of canceling them. This helps reduce student no-shows, supports consistent learning for students, and improves overall retention.
Q: When can families reschedule a class?
A: Families can reschedule: Less than 24 hours before class (but no later than 2 hours before start time). And up to 4 last-minute reschedules per month.
Q: What happens if families use all their last-minute reschedules?
A: If they exceed the 4 per month limit, they cannot reschedule last minute again until the next month begins. They can still reschedule any class more than 24 hours in advance without limits.
Q: Can families reschedule within 2 hours of the class start time?
A: No. Once the class is less than 2 hours away, rescheduling is no longer possible. They will see a message instructing them to contact Customer Support.
Q: Will tutors be notified if a class is rescheduled?
A: Yes. Tutors will be notified just as they are today when a family reschedules.
Q: When do tutors get paid for a last-minute rescheduled class?
A: Tutors are paid when the rescheduled class actually happens
Q: What do families see if they can’t reschedule?
A: Families who have either: Used all 4 last-minute reschedules or are trying to reschedule less than 2 hours before class will see a screen letting them know they need to contact Customer Support to make any changes.
Q: Do tutors still get paid if families cancel within 24 hours but don’t reschedule?
A: Yes. There are no changes to the current cancellation policy. If a family cancels within 24 hours and does not reschedule, tutors are still paid as usual.
Q: If families don’t show up to the session, do tutors still get paid?
A: Yes. If a family is a no-show, tutors are still paid as usual.
Q: Do I need to do anything to enable this feature?
A: No action is needed from you. We’ll take care of everything on our end and will make sure to let the families know.
More questions? Email our team at: tutoring-support@classdojo.com