Cancellation penalties
Aleksandra
Last Update hace 7 meses
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, the penalties below apply.
Please note that the rules below apply for both 25-minute and 50-minute sessions, and always consider the tutor's chosen time zone.
For up to 4 Reported cancellations within 24 hours, the tutor’s schedule will be blocked for 1 day, starting the following day at midnight.
For 5-10 Reported cancellations within 24 hours, the tutor’s schedule will be blocked for 3 days.
For more than 10 Reported cancellations within 24 hours, the tutor’s schedule will be blocked for one whole week (7 days).
Unreported cancellations
If the tutor fails to cancel the session before/within the session time and doesn’t show up within 2 minutes from the session start time, the cancellation is tagged as Unreported.
1 Unreported cancellation without penalty will be tolerated per pay cycle. It will be automatically considered a Cleared Unreported cancellation, which means it won't be counted for the regular schedule blocking stats. However, it will still be counted towards the Overall Cancellation Rate and the Unreported Cancellation Rate. From the second Unreported cancellation onward, the penalties below apply:
The tutor's schedule will be blocked for 1 day for each Unreported cancellation within 24 hours, starting the following day at midnight.
Not showing up to a session unadvisedly is a critical inconvenience for the yoser, significantly impacting our quality standard, hence why we apply stricter penalties for Unreported cancellations.
Schedule blocking mechanics
Please note that all previously booked sessions that should take place during the hours during which the schedule is blocked should be conducted normally. Canceling or not showing up for these sessions will add to the cancellation stats, which may cause new blockings. Still, it might result in more serious consequences, such as suspension or termination in more severe cases. This will be determined on a case-by-case basis.
All the slots that remained open (unbooked) when the blocking occurred will be automatically closed.