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Student Cancellations

New Rule: Do NOT delete any lessons off Teachworks – we must change the status of lessons on Teachworks, instead of deleting the entire lesson. This rule applies to past lessons that need to be amended for invoicing purposes.

Student cancellations must be submitted with over 24 hours notice to be eligible for a Credit or Makeup Lesson.

Student cancellations within 24 hours of their lesson are not eligible for a credit and must be charged for their lesson.

Processes for Teacher cancellations are included in this SOP.

Trial Lesson Cancellation

Offer to Reschedule Lesson

1. Reply to customer’s email:

Hi XXX,
 
We would be happy to reschedule your trial lesson to a later date if you are no longer available on XXlessondateXX.
Would you be available at any of these times for your trial lesson?
– XXDayXX XXTimeXX
2. If the student wishes to reschedule, confirm with the student over email using the Trial Lesson Confirmation Email.
3. Find the lesson on the Teachworks calendar, and Edit Event.
4. Change the lesson date/time to the new lesson date/time.
5. Find the student “Deal” on ActiveCampaign. Edit the “Trial Lesson Date” to the new lesson date.
No Reschedule: Cancel Lesson

Assess whether the student has given us notice of the cancellation, or if there has been no notice.

Follow the next steps in either “Notice Given” or “No Notice” below.

Student Cancellation: Cancelled With Notice

Teachworks Calendar

1. Open the Teachworks calendar.

2. Filter lessons on Calendar, search for the student name.

3. Select the lesson in the calendar being cancelled, and select “Complete”

4. In the “Student Details” section, set the “Status” to “Cancelled With Notice”

5. Check the “Send Cancellation Email”

6. Select “Submit”

Student Cancellation: Missed Without Notice

Teachworks Calendar

1. Open the Teachworks calendar.

2. Filter lessons on Calendar, search for the student name.

3. Select the lesson in the calendar being cancelled, and select “Complete”

4. In the “Student Details” section, set the “Status” to “Missed Without Notice”

5. Select “Submit”

Confirm Cancellation with Student & Teacher

Send email confirmation to Student:

Hi XXX

Hope you are well,

We can confirm your lesson for the XXDayXX XXTimeXX has been cancelled.

In the future, please provide over 24 hours notice to avoid cancellation charges.

Send TEXT message confirmation to Teacher:

Hi XXX, this message is confirmation that XXStudentXX has cancelled their XXDayXX XXTimeXX lesson. We apologise for the inconvenience.   

Teacher Cancellations

Confirm Cancellation with Student

Email student:

Hi XXX,
Hope you have been well,
Our apologies, your teacher XXX will not be available for your XXX lesson on the XX/XX. 
We apologise for the inconvenience, you will not be charged for this missed lesson.

Teachworks Calendar

1. Open the Teachworks calendar.

2. Filter lessons on Calendar, search for the student name.

3. Select the lesson in the calendar being cancelled, and select “Complete”

4. In the “Student Details” section, set the “Status” to “Teacher Cancelled”

5. Select “Submit”

COVID 19

Student cancels due to COVID

Hi XXX,

We understand your concern,

We would love to offer you online lesson instead, with a 10% discount for each lesson held online. it is easy to set up and just as beneficial as an in person lesson.

Our student’s transitioned to online lessons while the lockdown was in place, and many of them found it a great experience to keep learning while the world was on hold.

Please let us know if you would like to move to Online Lessons for the meantime.