Availability (for trial lessons)

To receive new students, available slots must be entered in your calendar:

• These slots are only for new students (trial lessons)
• Do not enter availability for existing students. You are responsible for booking in future lessons with your regular student.
• You cannot book your regular students into your available slots in your calendar. Ensure that you are managing your time between the availability for new students, and your regular students.

Available slots can be cancelled at any time provided no booking exists for the respective time:

• If a booking exists, you cannot cancel a lesson. However, the programme managers can cancel lessons if there is more than 2 hours notice.
• Important: Lessons can be booked up to 60 minutes (depending on your schedule settings) in advance, please ensure that where you have entered availability that you are active on Whatsapp.

You are encouraged to maintain a minimum availability of 6 slots per week:

• When starting, you are encouraged have at least 6 hours of prime time availability added to your calendar per week:
  • MON - FRI 15:00-19:00
  • SAT - SUN 10:00-15:00
• Having availability at these times will give you a better chance of being booked for trial lessons.
• If you have regular students, the number of available slots can be adjusted accordingly. 

Booking regular lessons

It's really important that all of our students/parents as well as tutors have the best possible experience when it comes to managing lessons. 

Our flexible policy allows for lesson rescheduling or cancellation as close as possible to the lesson start time, whilst protecting your schedule and preparation time as a tutor, as well as the customer’s wishes to have a flexible and accommodating tutoring service. 

Booking Lessons

• You can book lessons with your students directly in the GoStudent dashboard
• You have 2 options to do so:
  Option 1: navigate to “My students” and book a lesson via a specific student card
  Option 2: go to your “Lesson overview” and “Previous lessons” - you can book your next lesson with a student via the lesson card
• You now have the possibility to book recurring lessons for your students
   - We strongly recommend this so that you can ensure continuity for your schedule and consistency for your students’ learning progress
  - This also helps to avoid the expiry of lessons for students at the end of the billing cycle. 
  - Bear in mind that you can only book lessons if your student still has lesson credits available
• Students are also able to book lessons with you based on your availability set in your calendar. When booking recurring lessons, the first slot would be based on your availability - the following recurring lessons are booked irrespective of your availability, but can be rescheduled following our rescheduling guidelines.

Lessons can only take place if there is a corresponding booking:

• For double lessons, please keep in mind that two bookings must be entered (e.g. 11:00-11:50 + 12:00-12:50) and the GoClass must be left at the end of the first lesson and the second booking joined in order for your earnings to be calculated correctly.

Rescheduling

Initiated by you 

1. Lessons can be rescheduled by you, up to ten minutes before the lesson start time
2. Just click on the three dots on the top right of the lesson card to do this (see below)
   
   

3. The customer will be informed about the date and time of the new lesson via push notification and email
4. Remember, you always have the right to reject a customer’s request for rescheduling, although we recommend that you only do this if the request is at short notice. 

Initiated by the student/parent

1. Students/parents can request a lesson rescheduling up to one hour before the lesson start time 
2. You will be notified via push notification (in-app)
3. You can choose to accept or reject that request. You always have the right to reject a customer’s request for rescheduling, although we recommend that you only do this if the request is at short notice. 

Important to know

• We also recommend contacting your student/parent via GoChat to inform them about the change to the lesson once it’s confirmed 
• You should endeavour to respond to any requests or questions about requests to reschedule a lesson as quickly as possible. Not responding to students or parents’ requests via the Dashboard will result in their dissatisfaction, or they may end up finding a different tutor if lessons are not managed effectively 
   

Cancellation

We heard your feedback loud and clear, and noticed how often you get in touch with us about cancelling lessons, so now it’s possible for you to do this on your own. However, please be careful with this, as you might harm the experience of your student(s).

Cancelled lessons will expire at the end of the billing cycle if not re-booked. 
Before going ahead with any lesson cancellation, we therefore recommend to always check first if rescheduling would be possible instead of cancelling the lesson. 

How to cancel a lesson

1. Go to the Dashboard and to the lesson card 
2. Expand the list menu in the top-right corner of the lesson card
3. Click ‘cancel lesson’ 
4. Fill in the reason for the cancellation - this will be communicated to the student directly in their cancellation confirmation
5. You will be reminded that the lesson credit will be lost if not rebooked before the student’s next billing date
    

Important to know in any situation:

• To avoid your student losing a lesson credit, reschedule instead or re-book the cancelled lesson immediately.
• No changes whatsoever can be made to lessons after the lesson start time (up to ten minutes before)
• Our support team will not be able to make any changes to the lesson after the lesson start time, unless there is a valid reason to do so
• As a tutor, you are responsible to manage your lessons together with your students, unless there are exceptional circumstances (see below)
  
   

What happens if a student runs out of lesson credits?
Lessons can only be booked if the student has credits available. If they run out of credits, they will need to purchase more before additional lessons can be scheduled, or wait until the following month 

What happens if a student requests to reschedule a lesson?
Students/parents can request to reschedule up to one hour before the lesson. You will be notified via push notification, and you can choose to accept or reject the request.

Can I reject a student’s request to reschedule?
Yes, you have the right to reject a rescheduling request. However, we recommend only rejecting in situations where the request is last-minute and affects your preparation or schedule.

What is an exceptional circumstance? 
An exceptional circumstance is considered to be an event out of the control of you or your student and the lesson could not be reasonably rescheduled or cancelled, e.g., accident or injury, sickness, unavoidable family circumstances or school or university commitments that were unplanned

Why can’t I cancel or reschedule after the lesson starts?
We track what happens during lessons to calculate tutor payouts as well as student and tutor attendance. Making changes to the lesson after the start time creates significant complexity to these calculations, as well as confusion for both tutors and students. 

GoStudent already offers generous flexibility with regards to lesson management compared to our competitors, so late notice changes for invalid reasons are prohibited. 

Why is GoStudent so flexible with students/parents? 
We spent a lot of time analysing the market and what our customers and tutors want and need from top quality tutoring. One of the highest ranked wishes from our students, parents and tutors is flexibility when it comes to 1-1 tutoring, and lesson management. 

Why can’t customers cancel lessons on their own?
It is important that tutors are protected when it comes to lesson management, as many hours and a lot of work goes into preparing lessons. We also need to give our tutors predictable earnings potential to secure the services of top quality tutors.