Managing your Lessons at GoStudent ✍️
It’s really important that all of our customers and 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, without affecting your experience as a customer, and ensuring our tutors can effectively manage their schedules.
Booking Lessons 📅
We heard your feedback loud and clear. We've made lesson booking simpler and you can now book lessons directly with your tutor, without sending a request, it will be instantly booked in, based on your tutor's availability. Here's how it works:
- You can book lessons directly in the GoStudent Dashboard under the ‘Book Tutoring’ tab.
- Lessons can be booked on a one-time basis, or you can set up weekly recurring lessons.
- We recommend recurring lessons to ensure continuous learning progress and consistency for both you and your tutor.
- Bear in mind that you can only book with credits you have available at the time.
- We recommend booking in recurring lessons to ensure continuous learning progress and consistency for both you and your tutor.
- Don’t forget - it’s always possible to schedule lessons for a later date in the future to avoid expiration of sessions. Sessions that are not booked in, will expire monthly on your new charge date.
How it looks in the GoStudent Dashboard 💻📱
Rescheduling Lessons 🕙
Life happens. Sometimes you need to change your schedule, and that’s fine! Just follow the steps below:
Option 1 - Request via the GoStudent Dashboard
- Lesson rescheduling can be requested via the GoStudent Dashboard or Mobile App up to one hour before the lesson start time.
- Simply click the clock symbol on the lesson to reschedule.
- Once you submit a new preferred date and time, your tutor will accept or reject this request, based on their schedule.
- You will be notified via the app and through email if your tutor has accepted your request.
- If your tutor has not responded to your lesson reschedule request, you can message them via GoChat.
Option 2 - Contact your tutor directly via GoChat
- Alternatively, you can discuss lesson rescheduling with your tutor directly via GoChat up to one hour before the lesson start time and they will be able to reschedule the lesson for you
- If your tutor is unresponsive, get in touch with our Support team and we’ll look into it to find a solution.
How it looks in the GoStudent Dashboard 💻📱
Cancelling Lessons ✋
You might want to cancel a lesson in order to use the lesson with a different tutor, or you might simply not know an acceptable date and time for the lesson you cannot attend.
- In general, we strongly recommend that lessons should not be cancelled, only rescheduled, so that continuous long-term learning progress can be made, plus no lesson credits are lost at the end of your billing month.
- Only in specific or exceptional circumstances should a lesson be cancelled rather than rescheduled.
- If however, you have a good reason for cancellation of the lesson, contact your tutor directly via GoChat and they will be able to cancel the lesson.
- Lessons can only be cancelled up to one hour before the lesson start time, and your tutor will accept or reject the request.
Important to know for any situation 📌
- No changes whatsoever can be made to lessons after the one-hour period before the lesson start time, unless explicitly agreed with your tutor.
- Our Support team will not adjust lessons after the lesson start time except in exceptional circumstances.
- Your tutor has the right to reject your rescheduling request at any point, but most of the time requests are only rejected if your request is at short notice.
- If your tutor does not respond to your request, the original lesson date and time must be honoured, especially in cases of changes at short-notice.
- If a lesson is cancelled by your tutor, it must be re-booked in the billing cycle in which the lesson was cancelled. For example:
- Charge date in month = 5th = 6 lessons credited to your account
- Lessons booked on 10th March for 10th of May
- Lesson cancelled on 10th of April
- Lesson must be re-booked before next charge date on 5th of May.
Frequently Asked Questions ❓
Why can't I cancel or reschedule at shorter notice than one hour before the lesson start time?
- Flexibility: We surveyed many students, parents and tutors, and asked what is most important for 1-1 online tutoring, and the number one answer was flexibility. At GoStudent we offer therefore a higher degree of flexibility regarding lesson management than other tutoring service providers.
- Tutors: Allowing changes any closer to the lesson start time is disruptive to our tutors’ schedules and impacts the predictability of earnings. It is also important to respect the amount of time tutors spend preparing lessons.
Why can’t I cancel my lesson without my tutor?
- Tutors - as your service provider - are in charge of lesson management. Cancelling too many lessons leads to disrupted learning progress and carries the risk that a lesson may expire upon your charge date, therefore we strongly urge rescheduling rather than cancellation of lessons and allow this option solely for tutors in case of a need.
Why do tutors have the right to reject a rescheduling request?
- Allowing changes any closer to the lesson start time is disruptive to our tutors’ schedules and impacts the predictability of earnings. It is important to respect the amount of time our tutors spend preparing lessons, therefore they have the right to reject your request.
- You can now book lessons on a recurring basis once your credits are uploaded each month. so we recommend doing this to establish a routine for your lessons.
What happens if I forget to reschedule or cancel a lesson before the one-hour window?
- If you don't make changes before the one-hour cutoff, the lesson will proceed as scheduled, and the credit will be used. No changes can be made after this period unless agreed upon by your tutor before the lesson start.
What should I do if I have technical issues during a lesson?
- If you experience technical difficulties during a lesson, we recommend reaching out to your tutor via GoChat. If the issue persists, please contact our Support team for assistance.
What should I do if my tutor is repeatedly unresponsive to rescheduling requests?
- If your tutor is unresponsive, you can contact our Support team for help. We'll investigate the situation and assist in finding a solution.
How long does my tutor have to respond to a rescheduling request?
- Tutors typically respond to rescheduling requests promptly, but if you haven't received a response within a reasonable time, it's a good idea to follow up via GoChat and check on your request.
Can I change my tutor after booking lessons?
- Yes, you can change tutors in the GoStudent Dashboard by clicking on ‘Book Tutoring’ and then replacing an existing tutor. Once you confirm your tutor change, all future lessons are cancelled and returned to your lesson balance.
- These lessons must however be booked in before your next billing date
Don't forget - we're here to help. If you can't find the answer you're looking for in this article don't hesitate to contact your local Support Number and we'll be happy to assist.