Reliability System: Cooldowns & Grace Cancellations

To protect the yoser experience, Yo! has an automated system of Temporary Booking Cooldowns. This isn't a penalty, but a technical measure that temporarily restricts new bookings from being made on a tutor's schedule to prevent further service failures.

💡Why do we have automated cooldowns? Our main goal is to be a platform yosers can count on. When a session is canceled unexpectedly, it can be a really frustrating experience for them and it damages trust in the entire Yo! community. A sudden burst of cancellations from a single tutor most likely signals an underlying issue – maybe it's a temporary technical problem (like unstable internet) or an unexpected personal event. The automated cooldown system serves two important purposes:

• It protects other yosers from booking new sessions that might also be canceled.

• It gives you, the tutor, a "breather" to resolve any issues and manage your schedule without the pressure of new bookings coming in.

➡️Grace Cancellations per Pay Cycle:

• Your first Unreported Cancellation each pay cycle is automatically considered a Cleared Unreported cancellation and does not trigger a cooldown.

• Your first 3 Reported Cancellations each pay cycle are automatically considered Cleared Reported cancellations and do not trigger a cooldown.

Important: While these "grace" cancellations don't trigger immediate cooldowns, they still count towards your Overall Cancellation Rate for calculating incentive eligibility and account reviews.

➡️A Note on How Grace Cancellations Affect Your Overall Rate: It's important to understand that while these Grace Cancellations protect you from an immediate cooldown, they still reflect an appointment that a yoser couldn't have. For that reason, they are still included when calculating your Overall Cancellation Rate. A tutor who cancels 4 times every month, even without cooldowns, is statistically less reliable for yosers than one who cancels zero. Keeping this in the overall metric is crucial for the integrity of the system and for eligibility for incentives and bonuses, which are rewards for exceptional performance.

➡️Cooldown Triggers (after grace cancellations are used):

• For Reported Cancellations:

• A pattern of up to 4 in a 24-hour period triggers a 1-day booking cooldown;

• 5 to 10 in 24 hours triggers a 3-day cooldown;

• more than 10 in 24 hours triggers a 7-day cooldown.

• For Unreported Cancellations (No-Shows): From the second Unreported Cancellation onward, each one triggers a 1-day booking cooldown.

➡️How Cooldowns Work:

• Cooldowns start at midnight (your local time) on the day following the trigger.

• You are still expected to conduct any sessions that were already booked on your schedule during a cooldown period. Cancelling these will add to your cancellation stats and may trigger new cooldowns.

• During a cooldown, any of your open, unbooked slots will be automatically closed.