Cancelling a lesson for a family

Why this exists

When a family rings to cancel, front desk staff can be unsure whether a fee applies, and families can be told different things on different days. This screen applies your centre's written rules and shows you the exact figure to read out before you confirm. The family hears a clear answer on the call, and the record shows it was their request, confirmed by you.

When a family rings to cancel, record it as their request so your cancellation rules apply. When the centre or the tutor cancels, the family pays nothing.

Before you start

Open the lesson from the calendar or Lessons, and choose Cancel lesson. If your centre manages lessons in Teachworks for now, cancel there instead: the portal shows a sentence saying so.

Steps

1. Say who asked first:
   • The family: the family's rules apply, exactly as if they cancelled themselves.
   • The centre or tutor: no charge, and a makeup credit is added.
2. For a family request, the sheet shows the figure. Read it to the family before you confirm. It is recorded as their request, confirmed by you.
3. Choose a reason (required) and add notes if you like.
4. Choose how to finish:
   • Cancel and pick a new time (the default) to rebook a makeup now, or
   • Cancel without rebooking, which shows any late fee that will be held.

Good to know

• The figure is worked out from your rules when you open the sheet. If anything changes before you confirm, you are asked to read the new figure first. A confirmed figure works once and expires after 15 minutes.
• If the family picks "My tutor asked me to", there is no fee and the tutor is named in the audit log.
• A family cannot cancel a group lesson that other families are in. When the centre cancels one, each family gets a makeup per child.
• When rebooking cannot find open times automatically, the family is asked to call to rebook.
• Staff cancelling their own child's lesson are treated as the parent.

Related

• Setting your cancellation rules
• Held late fees and makeups