3.1. Coach No Shows constitute the highest risk of immediate learner disengagement and dissatisfaction, and, as this poses the highest risk to the business, each and every incident will be treated with the highest degree of seriousness.

3.2. 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 not attend a booked Live Practice without communication to both your learner and the Chatterbox Coach Community team in any circumstance.

Note: As a Chatterbox Language Coach, it is expected that you have a contingency plan available for temporary loss of internet services (e.g. using a mobile hotspot (and mobile data)). Coach No Shows resulting from such scenarios will ordinarily be considered an incurable breach of your service level agreement with Chatterbox, unless extenuating circumstances exist and the guidance provided below is followed.

3.3. In circumstances where you become unavailable to attend a Live Practice after the scheduled start time, you must:

• Message the appropriate learner through Live Chat and provide an explanation of the situation as soon as you are able,

• Then, email community@chatterbox.io with a description of the scenario, reason for this and action taken as soon as you are able.

  Generally, we would expect communication to your learner to occur within the duration of the missed Live Practice, and communication to the Chatterbox Coach Community team to occur no more than 2 hours later than the missed attendance unless extraordinary circumstances exist to prevent this.

  Note: a failure to attend a Live Practice (a Coach No Show) constitutes an incurable breach of your service level agreement with Chatterbox and will result in immediate termination of future service provision. However, there are specific scenarios or causes (e.g. Chatterbox-side tech issues) that may result in such breaches being determined to be curable; in such cases continued provision of services may be permitted. During any period of investigation needed (this may be up to 48 hours) Live Practices scheduled during this period may be reassigned to alternative Coaches, and in the case of aforementioned breaches being cured, future Live Practices previously booked with you will be reassigned back to you from the date following the date of conclusion of the investigation.

  In addition, failure to complete the actions detailed above as well as notifying the Chatterbox team by emailing community@chatterbox.io within a reasonable period of time following the incident, defined as within 2 hours of the missed attendance, may constitute an incurable breach of your service level agreement with Chatterbox and result in immediate termination of future service provision.