Cancellations | Our policy for both clients and private tutors
Minimum 48-hour notice
Tutors should receive a minimum of 48-hour notice (2 days) if clients want to cancel a session. If the minimum of 2 day notice is given, tutors may attend the following next as normal.
48-hour notice is not given
If a client inform the tutor about cancellations with less than the 48-hour notice, for example the tutor is informed 1 day before the session, then that session must be rescheduled for a later date. Therefore, in one week, there may be two sessions taking place, one for the normal session and another for the cancelled session.
Canceling whilst the tutor travels to you
Should the tutor already have begun travelling to you, and then you inform the tutor that the session is cancelled, that session will be included in the timesheet and subsequently on the invoice to you. This policy also applies for when the tutor arrives at your door or place of tuition, and you are not present.
Please be mindful that maintaining regular tutoring sessions is an important way for improving educational attainment. Whilst our agency represents the interest of both clients and tutors, if sessions are regularly cancelled by the client (regardless of notice given) and our tutor raises concerns with us, we may raise this up with the client. Should sessions continue to be cancelled, we may decide to stop providing our tutoring services to the client.
For Tutors (home tutoring)
Minimum 48-hour notice
Our agency works to fulfil our clients needs and all tutoring sessions should be attended regularly. However, if a session must be cancelled, tutors should give a minimum of 48-hour notice (2 days) to the client.
Less than 48-hour notice & compensation
For each session cancelled with less than 48 hour notice, clients are entitled to receive £10 compensation per unauthorised cancellation. This compensation is issued to clients by reducing their monthly invoice, and is paid for by reducing the tutor’s pay at the end of the month. Clients have the final discretion for wanting to enact this compensation clause; if this is requested, we are obligated to honour this request.
As per the tutor’s agreements, if a client complains that that too many sessions are being cancelled or rearranged, we will take steps to replace the tutor. We may further decide to reduce the clientele we offer to the tutor in the future.
For Tutors (tuition centres or other organisations)
Organisations such as tuition centres, colleges and charities, rely heavily on high-level attendance of tutors in order to maintain their services. It therefore becomes necessary to have policies in place that reflect the importance of maintaining professionalism and attendance.
- Being early: Attend assignments on time with at least 5 minutes to spare, or that which is in line with the Client’s own policy.
- Penalty: Should the Client deem the tutor was late, we may deduct £5 from the tutor’s pay as penalty for each late session, and provide this as credit to the client.
- Leaving: The tutor must leave the Client’s premises within a reasonable time. For example, if a session is expected to finish at 7.00pm, the tutor should not leave immediately, but until it is reasonably and professionally acceptable to do so.
- 7 day-notice: The tutor must give a notice of at least 7 days for absences. The notice should be communicated with the Client in writing, whether by email, text, WhatsApp or other forms. The reason for the absence must be provided.
- Short notice: If a notice of less than 7 days is given, the Client is entitled to receive £10 compensation for each violation, which is deducted for the tutor’s pay.
- Absence without notice: If the tutor is absent without any prior notice given, the Client is entitled to a compensation of £30 per violation, deducted from the tutor’s pay.
- 14 day-notice: The tutor must give the Client a notice period of at least 14 days for wanting to permanently stop their tuition assignment. The notice should be given in writing, whether by email, text, WhatsApp or other forms.
- Short notice: If a notice of less than 14 days is given, the tutor may incur a maximum penalty of an amount equivalent to 10 hours work at the organisation. The Client is entitled to receiving this amount, less the agency’s respective commission.
- Hours worked: The timesheets must state only the hours that had been originally agreed to with the Client. Any changes to the hours should be discussed with the Client prior to stating it on the timesheets. Reasonable effort should be taken to ensure tutoring is completed within the agreed scheduled time.
- Break: Some clients do not pay for breaks, and others do. Therefore it is important to we find out if the short periods between classes are paid, and subsequently allowed to be included in the timesheets. Tutors are responsible for finding out if breaks are to be included in the timesheets, since timesheets must only include the “paid-work”.