When the student is unable to attend their regularly scheduled session, the session must still be paid for. However, if you sign the payment contract, you may be eligible to reschedule a missed session. The terms in most of our payment contracts are outlined below:
If you give at least four hours’ notice, you may reschedule the session to another day or time within seven days of the originally scheduled session, subject to availability.
If you give at least 24 hours’ notice, you may reschedule the session, as above, or receive a make-up session which can be scheduled within 12 weeks of the originally scheduled session, subject to availability and the make-up session limit.
There is a limit to the number of make-up sessions you may have credited to your account at any time. The limit is equivalent to two make-up sessions per individual ongoing booking you have. If you reach the limit the following options apply:
You must schedule and use one of the make-up sessions before another can be credited to your account.
Otherwise, if you have given at least 24 hours’ notice, you may reschedule the session to another day or time within seven days of the originally scheduled session, subject to availability.
Note that if you have not signed a payment contract, you may still be required to pay for missed appointments and may not be eligible to reschedule your appointment. See our terms of service for more information.