Late Arrival and Cancellation Policy

This policy is designed to ensure fairness, professionalism, and respect for both students’ and tutors’ time for the 1-on-1 session.

Student Late Arrival or Cancellation

Late Arrival (Student):

If a student arrives within the first 30 minutes of their scheduled session, the session will proceed for the remaining time only. Example: For a 5:00–6:00 PM session, if the student joins at 5:20 PM, the session will end at 6:00 PM.

The tutor will remain in the Zoom meeting for up to 30 minutes from the scheduled start time. During this period, the tutor will attempt to contact the student via both text message and phone call as a reminder.

If the student does not join within the first 30 minutes, the tutor will leave the session. The tutor will be compensated for the 30 minutes waited. The student will forfeit 30 minutes of that session. The remaining 30 minutes may be rescheduled for a future date.

Cancellation by Student: If the student cancels before the session start time, the session may be rescheduled without penalty.

 

Tutor Late Arrival or Cancellation

Less than 5 minutes late: The tutor will apologize and extend the session by an equivalent amount of time.

5 to 15 minutes late: The tutor will apologize and provide the student with an additional 30 minutes of session time. These additional minutes will not count toward the student’s purchased hours.

More than 15 minutes late: The student will be offered a free one-on-one session, which will not count toward their session balance.

Tutor Technical Issues:

In the event of significant technical difficulties (e.g., unstable internet connection, excessive background noise, or the tutor needing to leave early), the tutor is responsible for compensating the student. Compensation will be provided as either: 30 additional minutes scheduled for a future date, or a full 1-hour session, depending on the severity of the issue.

 

Session Hours Tracking

Students are required to complete the Session Hours Tracking Form after each one-on-one session: https://forms.gle/QCp3vDi877BwTzqQ7

Honest and constructive feedback is strongly encouraged, as it helps us continuously improve the quality of our program. Tutors are responsible for reminding students to complete the form at the end of every session.