Overall Cancellation Rate and penalties
Aleksandra
Last Update 7 bulan yang lalu
The Overall Cancellation Rate is calculated in the following manner:
Reported cancellations (including all the Cleared Reported ones) + Unreported cancellations (including all the Cleared Unreported ones)/Booked sessions *100 = overall cancellation rate (%).
We will observe all tutors’ Overall Cancellation Rate on a monthly basis.
Please note the following rules:
at the end of the pay cycle, if the Overall Cancellation Rate is above 3%, the tutor will no longer be eligible for any of the incentives/bonuses, even if they qualify for them, and even if they have earned any of them.
if the Overall Cancellation Rate is 5% or more at the end of a pay cycle, the tutor's schedule will be blocked for one whole week (7 days), starting the first day of the next pay cycle at midnight (tutor's timezone). Our team will contact the tutor to schedule a session with them, and this instance will count as a warning (see this article for more information). From the following month, the tutor’s Overall Cancellation Rate will be closely observed within the next 6 months. If there is no improvement, this might lead to termination (we will decide based on other factors, such as previous warnings given to the tutor).
regardless of the Overall Cancellation Rate, if the Unreported Cancellation Rate is 25% or more of all cancellations at the end of a pay cycle, the tutor's schedule will be blocked for one more whole week (7 days), starting the first day of the next pay cycle at midnight (tutor's timezone). This instance also counts as a warning (as explained above).
in case the previous two situations overlap (an Overall Cancellation Rate of 5% or more + Unreported Cancellation Rate of 25% or more), the two blockings will take place consecutively, with the tutor’s schedule remaining blocked for two consecutive weeks (14 days), and two warnings will be issued. However, if this becomes a common occurrence, we will be forced to suspend or terminate the tutor’s account.
For example:
a tutor has had 250 booked sessions within a pay cycle, and 10 cancellations that are counted towards the Overall Cancellation Rate (7 Reported and 3 Unreported).
This is the calculation of the Overall Cancellation Rate, and the Unreported Cancellation Rate for this tutor:
(7+3)/250*100= 4.00% (falls within the limit, so no further 7-day schedule blocking for this reason, besides the ineligibility for the incentives/bonuses)
BUT
3/10*100= 30% (more than 25% of cancellations are Unreported or Cleared Unreported, which triggers the 7-day schedule blocking).