Cancellation policies

Here are our thoughts on cancellations:

1. We are customer-centric and prefer to never charge a client for cancellation
2. We realize children gets sick or occasionally there are last minute sports practices; if the client gives us as much notice as possible, we prefer not to charge.
3. We are also tutor-centric and try to keep our tutors whole – so we will pay them for “no shows” and unreasonably late cancellations. When we pay the tutor, we will typically charge the client.
4. We will pay $25 for a no-show or, if an online session was scheduled, $10 for a no-show. We will typically pay $10 for a late cancellation, less than 4 hours before the scheduled in-person session. We do want to be fair to you. If you are in the car when the cancellation comes in, or you had already hired child care, we’ll pay $25. Just explain in the comments section when you report your hours.
5. We hope our tutors will be forgiving of occasional late cancellations; however if they feel the client is not respecting the tutor’s time, they should draw that to our attention.
6. In the case of frequent or unreasonable cancellations (e.g. we think it is unreasonable to cancel a tutor at late notice because the child has no homework), we will charge the client.
7. Late notice typically means less than three or four hours in case of illness or unexpected schedule conflicts. Normal notice for foreseeable events would be 24 hours.
8. If a client does not want to commit to a regular schedule, we still want their business but we will advise the tutor not to hold a slot open for the client, and we will do our best to find a tutor on those occasions when the client wants one.

Make sense? Comments are welcome!