[Policy] 2. Cancelling Bookings

2.1. In all instances, as a Chatterbox Language Coach, you commit to honouring bookings made on the day and time for which they are scheduled. Any cancellation should only be made in an exceptional and unforeseen circumstance.

2.2. If you are unable to attend a scheduled session, we expect you to give the student as much notice as possible. It is not acceptable to cancel on the day of the session except in an emergency.

2.3. In circumstances where you are aware you will not be available to facilitate a booked Live Practice 24 hours or more prior to the scheduled start time, you must immediately:

• Contact the relevant learner to explain that you will not be available

• Provide at least 5 alternative dates / times to your learner to enable rescheduling - these alternate dates / times must be within 5 days of the date / start time of the previous booking.

  Note: learners are unable to reschedule any booked Live Practice within 48 hours of the scheduled Live Practice start time, so the dates / times you provide must be at least 48 hours after the date / time of contact, and no more than 5 days after the previous booking scheduled start date / time.

• If a resolution can be reached, and the Live Practice rescheduled, no further action needs to be taken

• If a resolution cannot be reached and it is still more than 24 hours before the scheduled Live Practice start time, cancel the Live Practice - this will constitute a Cancellation.

  You can do this by navigating to your Calendar in the Chatterbox app, clicking on the relevant appointment, and selecting I’m unable to attend. When cancelling the Live Practice, you will be asked to provide an explanation to your student.

  Learners are unable to reschedule bookings within 24 hours of the scheduled start time, so it is essential your learner is communicated to, and a determination of whether the session can be rescheduled efficiently or not, outside of this period.

  This will mean that even in cases where the booking has to be cancelled, it will be treated as a Cancellation rather than a Late Cancellation for which the consequences may be more severe.

  Note: if the above guidance is followed, a Cancellation will generally constitute a curable breach of your service level agreement with Chatterbox if in an emergency situation. However, if a specific pattern of practice is discerned or the above guidance is not followed, in particular if you do not communicate with your student or make regular requests for the learner to reschedule, this may constitute an incurable breach.

2.4. In circumstances where you are aware you will not be available to facilitate a booked Live Practice 24 hours or less before the scheduled start time, you must:

• Contact the relevant learner to explain that you will not be available.

• Provide at least 5 alternative dates / times to your learner to enable a new booking to be made to compensate for the missed Live Practice - these alternate dates / times must be within 5 days of the cancelled Live Practice date/time.

• Then, cancel the Live Practice - this will constitute a Late Cancellation.

  You can do this by navigating to your Calendar in the Chatterbox app, clicking on the relevant appointment and selecting I’m unable to attend. When cancelling the Live Practice, you will be asked to provide an explanation to your student.

  Note: learners are unable to make new bookings on our platform within 48 hours of the scheduled Live Practice start time, so the dates / times you provide must be at least 48 hours after the date / time of contact, and no more than 5 days after the previous booking scheduled start date / time.

• Finally, email community@chatterbox.io with a description of the scenario (including scheduled time / date of the relevant Live Practice, and learner details) and the action taken

  Note: if the above guidance is followed, a Late Cancellation will generally constitute a curable breach of your service level agreement with Chatterbox if in an emergency situation. However, if a specific pattern of practice is discerned or the above guidance is not followed, this may constitute an incurable breach. You will receive confirmation of this from the Coach Community Team within 48 hours of being reported.