Cancellation Policy

Fair and transparent tutoring session cancellation procedures

Fair Cancellation Framework

Our cancellation policy balances family flexibility with tutor time protection. Refunds and fees are based on cancellation timing to ensure fairness for both families and tutors. All times are calculated from the scheduled session start time.

Quick Reference Guide

24+ Hours Before: Full refund, no fees

2-24 Hours Before: 80% refund

Less than 2 Hours: 50% refund

Grace Period: 1 hour for accidental bookings

Tutor Cancellation: 100% refund always

No-Show: No refund

1. Family-Initiated Cancellations

Canceled 24+ Hours Before Session

Family Receives

100% Full Refund

Tutor Receives

No Payment

Platform Fee

No Charge

Provides adequate notice for tutor scheduling and ensures complete family satisfaction.

Canceled 2-24 Hours Before Session

Family Receives

80% Refund

Tutor Receives

10% Compensation

Platform Fee

10% Processing

Accounts for partial late notice while compensating tutor for blocked time and preparation.

Canceled Less Than 2 Hours Before Session

Family Receives

50% Refund

Tutor Receives

40% Compensation

Platform Fee

10% Processing

Significant compensation for tutor's commitment at short notice while providing partial family refund.

Grace Period: Canceled Within 1 Hour of Booking

Special Rule: If you cancel within 1 hour of making the booking (regardless of session timing), you receive a 100% full refund. This grace period accounts for accidental bookings or immediate changes of mind.

Family Receives

100% Full Refund

Tutor Receives

No Payment

Platform Fee

No Charge

2. Tutor-Initiated Cancellations

Tutor Cancellation at Any Time

Family Receives

100% Full Refund

Tutor Receives

No Payment

Platform Fee

No Charge

Quality Tracking

  • • All tutor cancellations are tracked internally for quality monitoring
  • • Repeated cancellations may result in account review
  • • Emergency cancellations are understood and handled with care
  • • Tutors are encouraged to maintain reliable scheduling

3. Booking Restrictions & Time Limits

3.1 Last-Minute Booking Prevention

Minimum Booking Window

  • • Sessions cannot be booked less than 2 hours before start time
  • • Platform automatically blocks last-minute bookings
  • • Ensures adequate preparation time for both parties
  • • Prevents rushed or inadequate tutoring experiences

Emergency Requests

  • • Contact support for urgent educational needs
  • • Special accommodation may be available
  • • Subject to tutor availability and platform approval
  • • Standard cancellation policies apply

3.2 Session Start Protection

No Cancellations After Session Start

  • • Cancellations are not permitted once the session has begun
  • • System automatically rejects post-start cancellation requests
  • • Session time verification prevents abuse
  • • Contact support for legitimate technical issues

4. No-Show Policy

Family No-Show

Family Receives

No Refund (0%)

Tutor Receives

90% Payment

Platform Fee

10% Processing

Definition of No-Show

  • • Student not present 15 minutes after session start time
  • • No communication from family about delay or absence
  • • Tutor unable to make contact despite reasonable attempts
  • • Session marked as no-show in platform system

Tutor No-Show

Family Receives

100% Full Refund

Tutor Receives

No Payment

Additional Action

Account Review

Tutor no-shows are taken seriously and may result in account suspension or termination. Emergency credit may be offered to affected families.

5. Time Handling & System Validation

5.1 Time Zone Management

UTC Storage Standard

  • • All booking and session times stored in UTC format
  • • Maintains consistency across different time zones
  • • Prevents scheduling conflicts and confusion
  • • Local time conversion only for display purposes

User Display

  • • Times displayed in user's local time zone
  • • Clear time zone indicators shown
  • • Cancellation deadlines clearly marked
  • • Real-time countdown to cancellation cutoffs

5.2 System Validation

Required Field Validation

  • • Server validates presence of all required time fields
  • • Ensures logical ordering (session time after booking time)
  • • Validates cancellation timing against current time
  • • Returns HTTP 400 error for invalid requests

Audit Logging

  • • Every cancellation logged with precise timestamps
  • • Refund amounts and tutor payouts recorded
  • • Essential for audit and customer support purposes
  • • Enables dispute resolution and quality tracking

6. Refund Processing & Timeline

6.1 Refund Timeline

Processing Time

  • • Automatic refunds processed within 24 hours
  • • Credit card refunds: 3-5 business days
  • • Bank transfers: 5-7 business days
  • • Platform credit: Immediate availability

Refund Methods

  • • Refunds issued to original payment method
  • • Platform credit option for faster access
  • • Credit can be used for future sessions
  • • Special circumstances handled by support

6.2 Disputed Cancellations

If you believe a cancellation was processed incorrectly:

  • Contact our support team within 48 hours of the session
  • Provide detailed information about the circumstances
  • Include any relevant communication records
  • We will review and respond within 2 business days

Contact Support: info@heyhelpy.com

7. Special Circumstances & Exceptions

7.1 Emergency Cancellations

We understand that emergencies happen. The following situations may qualify for exception handling:

Family Emergencies

  • • Medical emergencies
  • • Family crises
  • • Severe weather conditions
  • • School closures or lockdowns

Tutor Emergencies

  • • Personal health issues
  • • Family emergencies
  • • Transportation failures
  • • Technical difficulties

Note: Emergency exceptions are reviewed case-by-case and may require documentation. Contact support immediately for assistance.

7.2 Technical Issues

Platform Technical Problems

  • • App crashes or connectivity issues
  • • Payment processing failures
  • • Booking system malfunctions
  • • Video call technical difficulties

Resolution Process

  • • Full refunds for platform-caused issues
  • • Tutor compensation when appropriate
  • • Session rescheduling assistance
  • • Technical support and solutions

7.3 Recurring Sessions

For families with recurring weekly sessions, special considerations apply:

  • Each session is treated independently for cancellation purposes
  • Bulk cancellations must be processed individually
  • Long-term scheduling changes should be discussed with tutors
  • Holiday and vacation schedules can be pre-arranged

8. Policy Updates & Changes

HeyHelpy reserves the right to update this Cancellation Policy to improve fairness, address platform growth, or comply with legal requirements.

Notification Process

  • • 30 days advance notice for major changes
  • • Email notifications to all users
  • • In-app announcements and alerts
  • • Updated policy posted on website

User Rights

  • • Existing bookings honor previous policy
  • • Option to cancel account if disagreeing
  • • Grandfathered rates for contract tutors
  • • Feedback incorporation when possible

Questions About Cancellations?

Our support team is here to help with any cancellation questions or special circumstances.

General Support:
info@heyhelpy.com

Emergency Cancellations:
info@heyhelpy.com (urgent)

Response Time:
Within 24 hours (4 hours for emergencies)

Phone Support:
Available during platform launch

Related Policy Information

Understanding all aspects of our platform policies

Terms of Service

Complete terms governing platform use and user agreements

Privacy Policy

How we protect and manage your personal and educational data

Legal Policies

Legal framework and compliance for our tutoring platform