Client Cancellation Policies
BMT's Cancellation Policy
Like most other tutoring agencies, BMT currently has a 24 hour cancellation policy. What this technically means is that if a client cancels a session less than 24hrs in advance(20hrs, 16hrs, after you've already shown up, etc.), the session can be billed in full.
Although BMT has this policy, you do not necessarily need to enforce it at all times (see next section).
One of the most important things we try to do at BMT is to provide a predictable experience for our clients. To help ensure our clients make it to their sessions (or at least cancel them in a timely manner!), our system currently sends out email reminders the day (24hrs) before sessions. We might change this to be 48hrs prior in the near future - stay tuned.
Clients who have a scheduling conflict will miraculously remember said conflict upon receiving the confirmation email, and will promptly email the tutor and/or the BMT office to reschedule or cancel the session.
If you do not enter the session in the calendar ahead of time, clients will not receive a reminder, and BMT cannot hold the client responsible for a missed or cancelled session or pay you for a missed session.
Enforcing the Cancellation Policy
As a tutor, it is up to you whether you enforce the cancellation policy. We suggest that you not be too strict about it. If clients cancel as they receive the email notification or the night before, we suggest that you be flexible, but if anyone cancels on the day of, they should understand that it disrupts tutors’ schedules.
That being said, you’re free to make some allowances for people for some situations such as:
- When client finds out the student is sick on the day of
- something urgent comes up
What To Do with Clients Who Are Flakey
While most clients never cancel their sessions, or may have 1 or 2 things come up every semester, every now and then we have clients who cancel their sessions frequently.
They are the clients with whom you should start reinforcing the cancellation policy. Otherwise you’re going to be very frustrated.
If you find that a certain client cancels their sessions frequently, please let the BMT office know- we may reach out to them to restate our policy.
If you have any questions or suggestions about this policy, please get in touch with the BMT office.
