Being late and canceling sessions
Aleksandra
Last Update 4 bulan yang lalu
Tutors should always strive to attend the sessions and cancellations should be treated as a last resort. Here are the types of cancellations that we have:
1. Automatic cancellation for tutor’s absence: there is a 2-minute tolerance for being late. A tutor can, within these first 2 minutes, still enter the Yo! Zone, but after this, the session gets automatically canceled, and this cancellation is tagged as Unreported, so the tutor doesn’t get paid.
2. No-show (yoser cancellation): if a tutor cancels a class deliberately, there will be an automatic update on the yoser’s end. On the other hand, yosers can cancel a session at any time before its start time, and they can make a booking up to 15 minutes before the session.
Late cancellation rule: If the cancellation was made 1 hour or less (up until 30 minutes) before the session, the canceled slot (or slots in case of a 50-minute session canceled) is available for booking again. If no one else books that slot (or at least the first of the two slots, in case of a 50-minute session is canceled), the tutor will receive a guaranteed fee of $1.
For the cancellations made by a yoser at a later time (from 30 minutes before the session onward), the session status automatically becomes No-show so the tutor will know that they can have a break and still be paid the full amount for the slot(s).
In case the yoser didn't cancel the session beforehand and doesn’t show up within 10 minutes after the session starts, the session is automatically tagged as No-show and the tutor can leave the session room. Alternatively, if the yoser showed up to the session in time but for some reason left the Yo! Zone and remained disconnected for 10 consecutive minutes, the session is also automatically tagged as No-show. Tutors will also be paid for these sessions regularly. Please note that you should be in the session room on time and wait for the yoser to show up until the 10th-minute mark, as they could be late.
3. Reported cancellations: a tutor may cancel the session before the session time. Technically, tutors should never leave before the end of the session (25 minutes, 50 minutes) or before the yoser. They should only do it in exceptional circumstances, in case there are, for example, technical difficulties on their end or there is an emergency. In these cases, the tutor may leave the session.
Cancelling the session
To cancel a session before the session time, the tutor should log into the dashboard and use the cancel button to cancel the session accordingly (more details on how to do that can be found here). In case you cannot access the system for some reason (e.g., a power outage, being stuck in traffic, etc.) you may contact the Tutor Support team via email ([email protected]) and they will have the session tagged as Reported. Unfortunately, we cannot guarantee that we will always be available to cancel the session on your behalf, but the earlier you let us know, the bigger the chances are for us to do it.
If you need to leave the Yo! Zone during the session (at any time before the 20th/45th minute) because of an emergency on your end, please explain why you have to leave to the yoser, apologize briefly, and let them know they are going to get the ticket back, and that they can also leave. In any case, the session will automatically end 5 minutes after you leave the Yo! Zone.
If you are experiencing technical issues and/or stay disconnected from the Yo! Zone
for 5 consecutive minutes - for both 25- and 50-minute sessions
for 5 accumulated minutes - for 25-minute sessions (meaning you didn't accumulate at least 20 minutes connected)
for 10 accumulated minutes - for 50-minute sessions (meaning you didn't accumulate at least 40 minutes connected)
the session also gets automatically canceled and ended due to your absence. If you are experiencing an issue and have the chance, apologize to the yoser and alert them that the issue might happen again. Also, you might not be able to say goodbye to them properly if the session ends abruptly, so if you can, let them know they will receive a replacement ticket for the session.
If you leave the Yo! Zone from 20 or 45 minutes onward, due to an emergency, the system will not end the session automatically, and the yoser will not receive a replacement ticket. You shouldn't by any means mention a cancellation. However, you should still apologize and communicate clearly that you need to leave early, preferably giving the reason (which should be an emergency only) and inform the yoser that they may also leave Yo! Zone. While we understand emergencies may arise, this scenario must be treated as a last resort, as it compromises our quality standard. We will know if you have left the session before the end time or before the yoser, so please reach out to Tutor Support to let us know what happened. For this particular scenario, depending on your reasoning, you will be warned the first time it occurs within a pay cycle, but the session will still have the status Finished. All the subsequent ones in the same pay cycle will be considered Reported sessions. Schedule blocking may occur if it becomes a persistent situation, as explained below.
In case there is a very severe issue with the yoser, such as very inappropriate behavior, you can use the ‘End Lesson’ button. This should be treated as the last resort. If this happens, you need to contact the Tutor Support team within 12 hours and explain what happened. In case you don’t contact us, we will have to address the issue accordingly, as we will be informed about this event by the system automatically.
In case we determine that ending the session wasn’t warranted, this session will be treated as canceled (Unreported).
For more information, check the yosers’ behavior section.
In case you showed up within the first 2 minutes of the session, but failed to accumulate at least
20 minutes of session time - 25-minute session
40 minutes of session time - 50-minute session due to technical reasons only, this will also be considered a Reported cancellation.
Up to 3 Reported cancellations without penalty will be tolerated per pay cycle. They will be automatically considered Cleared Reported cancellations, so they won't be counted for the regular schedule blocking stats. However, they will still be counted towards the Overall Cancellation Rate and the Unreported Cancellation Rate. From the fourth Reported cancellation onward, penalties apply. Check this article for more information.