Session Rescheduling Policy Updates 🕰️

As you know, we’ve made a small but important update to how parents can reschedule tutoring sessions. This change is meant to reduce missed sessions and supports families in maintaining consistent learning—while still respecting tutors’ time and preparation.

What’s New

Parents can reschedule their session up to 2 hours before the scheduled start time.

Previously, rescheduling required 24+ hours of advance notice. This led to a lack of engagement and higher subscription cancellation rates. 

What This Means for You

• Tutors are paid for last-minute rescheduled classes once the new session takes place
  • Note: This may fall on a different pay period.
• The rescheduled session will appear in your calendar as usual.
• Your pay is not affected—you are still paid as normal for all completed sessions. 
• If a family uses the last-minute reschedule option for a trial or subscription class and later cancels that class, you’ll still receive your standard cancellation payment, no matter when the family cancels it.
• The only exception is: If the class is a substitute session, the parent can cancel last-minute and still be refunded; the substitute tutor is not compensated for this class. 

Why We Made This Change

We’ve heard from many families that sometimes their child is simply not home on time or has an unexpected conflict, but they still very much want to attend tutoring. Now that they can reschedule up to 2 hours before the session, they can complete the process themselves in the Parent Dashboard, and choose a new time immediately. 

Our previous 24-hour rescheduling requirement sometimes resulted in:

• Last-minute cancellations
• Lost sessions
• Disruption in learning progress
• Deep frustration from families at the lack of flexibility
• Higher subscription cancellation rates  

Allowing rescheduling up to 2 hours before class:

• Helps keep students in a consistent learning routine
• Ensures fewer no-shows
• Reduces frustration for both families
• Keeps relationships with families feeling empowered, positive, and supportive
   

FAQs

1. What about chronic last-minute rescheduling?
   You should feel empowered to speak to families about attendance expectations to understand their needs and your availability compatibility.

   If a family begins to regularly reschedule sessions at the last moment, please notify Support.
   Our team will:

   - Help set clearer expectations with the family,

   - try to keep your schedule consistent, and

   - support the family in establishing a consistent routine (determining whether they may be needing a weekly class change)
    

2. What if a family reschedules at the last minute and then cancels?  
   Our team has considered this loophole ahead of time! 
   If a family reschedules last-minute and then cancels, you will still be compensated for the session. 
   
   It will not be possible for them to receive a refund when trying to reschedule at the last minute and then cancel the class.