CANCELLATION POLICY
Introduction
The purpose of this Policy is to limit frequent cancellations of a tutoring session/class/lesson [referred as “session” in the following], as well as to ensure the respect and fairness between students [referred as “Client” in the following] and tutors [referred as “Tutor” in the following].
In order to secure communication among Client, Tutor, and TutorZest, TutorZest requires all Clients and Tutors to download WhatsApp or LINE applications on their mobile phone, and to provide TutorZest with the phone number or LINE ID in case of an emergency.
Also, to avoid any miscommunication between Client and Tutor, make sure to confirm the next session schedule at the end of each session. Schedules can be also viewed at the TutorZest’s schedule portal. Should Tutor or Client have a question, please email at info@tutorzest.com.
Your phone number or Line ID should be provided to the Tutor, Client, and TutorZest in case of an emergency.
Cancellation by Client
- If Client needs to cancel a session, please send a message immediately via email/text/WhatsApp/LINE/phone to TutorZest (info@tutorzest) as well as your Tutor (or Client) latest by 24 hours before the lesson starts.
- In case Client does not give a 24-hour advance notification, immediately send a text/WhatsApp/Line (NOT email) message to TutorZest as well as your Tutor latest by 2 hours before the session starts. Client will not be charged if the session is canceled more than two hours in advance and can ask for a makeup session.
- If it is not an emergency but Client does not send/call before two hours in advance, Client is responsible for 50% of the payment for the tutoring session fee (NOTE: In the case of a 30-minute session, the 15-minutes tutoring fee will be charged).
Cancelation by Tutor
- Please send an email/text/Whatsapp/LINE/phone message to your Client as well as TutorZest 24 hours before the scheduled session.
- In case of an emergency, please send a text/WhatsApp/LINE/phone to Client and TutorZest.
- Tutor must reschedule a makeup session for Client.
Late Arrival by Client
Late arrival is defined as being late within 15 minutes after the session starts time.
Fees are calculated according to the time stipulated in the schedule and no adjustment shall be made for time lost because of the late arrival by the student.
In case a technical difficulty happens, please reach Tutor by either text/WhatsApp/LINE/phone to explain the situation and ask Tutor to extend the session accordingly.
If Client is unable to reach Tutor, immediately contact TutorZest. The tutor shall be compensated by extending a lesson by mutual agreement and by the amount of time lost or rescheduling the class.
Late Arrival by Tutor
If Tutor does not come to the session for 5 to 10 minutes, please send a text/WhatsApp/LINE/phone message to TutorZest (info@tutorzest.com). Any lost time due to Tutor’s late arrival shall be compensated by extending the session based on the mutual agreement and also the amount of lost time.
No-Show by Client
In case Client does not show up to the session (or does not appear on the online screen) for longer than 15 minutes, this is considered as no-show. In this case, the client is still responsible for payment for the tutoring session. No discount or refunds shall be given for the lesson(s) not attended by Client.
Before Client does not show for 15 minutes, Tutor must send an urgent message via text/whatsApp/LINE/phone to TutorZest. Please do not wait for the entire time of the session, which does not count as “completing” the session.
No-Show by Tutor
If Tutor does not show up to the session (or on the online screen) for longer than 15 minutes (which is considered a no-show), Tutor has to reschedule a compensated session with no fee.