1. The lesson should, by default, start on time, with both tutor and student in the virtual room a couple of minutes before class starts.

2. If the student sends learning materials to their tutor in advance, tutors should familiarize themselves with the resources. A 15-minute preparation time is reasonable and part of the tutor’s service when conducting classes.

3. If a student asks for further work to be done by the tutor that extends 15 Minutes, these are the options:

   a) The tutor may take the time to help the student free of charge.
   b) The tutor may shorten the class time by a maximum of 30 Minutes.
   c) The tutor may charge for the additional service provided. For this, the tutor must send a brief E-Mail to Admin to inform them of the service and its duration. The student/parent must approve before payment is demanded.

The student is late

1. If the student appears within 15 Minutes of class start, the tutor can extend the lesson by the delayed time or finish on the scheduled time.
2. If the student appears after 15 Minutes or does not appear, the class is now considered a no-show. The lesson is considered formally conducted, and the tutor has a right to their income. As the class has not been participated in, the payment will not be refunded. The tutor should send an E-Mail to the student and CC admin to inform them of the current situation and get the student’s perspective on the situation. The tutor should attach relevant proof of no-show to this email.

The tutor is late

1. If the tutor is late by more than 10 minutes, the student is entitled to choose one of these options, depending on the circumstance: 
   a) A full refund
   b) A make-up class
2. The tutor may face additional charges as defined by their tutor/mediation contract
3. The tutor is expected to extend the courtesy of a free class or an increased class duration of the make-up class.

Things to note

1. We encourage tutors to try to reschedule the missed lesson with the client. The common goal is to help students reach their potential. 
2. CC admin in all E-Mails.
3. Tutors should document no-shows. Gather proof, such as screenshots of classes or timestamped class notes.

The student informs their tutor that they cannot attend a scheduled lesson.

1. If a student informs their tutor >12 hrs before class starts, the tutor must try their best to reschedule the class.
2. If a student informs their tutor <12 hrs before class starts, the tutor must try their best to reschedule the class. The tutor has a right to their income even if the class is not conducted. The class cannot be refunded.
3. Generally, plan at least 24 hours between your request and your desired rescheduled class date to help the tutor accommodate your schedule.

A tutor cannot attend a scheduled lesson.

1. In general, any rescheduling on the tutor’s part should be an exception and must be limited to emergencies.
2. To reschedule, send an E-Mail to the student, CC us, and offer alternative slots.
3. The student can refuse the rescheduling and is entitled to a refund for the missed class. In this case the tutor must inform us via the Tutor Support Center.

Things to Note

1. Any changes in the pre-defined schedule must be documented by putting them into writing and confirming them with the student and tutor.
2. CC admin in all E-Mails.
3. Please extend courtesies in times of cancellations. If students or tutors apologize and have a good reason, we encourage you to reschedule the appointment.

1. Tutors must dress appropriately and maintain a professional background during sessions.
2. Students may not be adults or professionals. Tutors must be respectful and mindful in their communication.