As you know, the two guiding principles of the UrbanPro Partnership program are:
- Better experience for tutors through better ROI and access to serious students
- Better experience for students by connecting them with the best tutors on UrbanPro
A key element in creating this experience is the option for students to book demo sessions with their chosen tutors. This allows students and tutors to connect and helps students get firsthand experience of classes. This also helps the tutor to understand the student’s needs better.
Therefore, in order to encourage all tutors to attend the demo classes (if not rescheduled or rejected by them), we have made important changes with the following objectives:
- Help tutors get compensated via Coins if all students in a demo session miss a demo.
- Discourage tutors from missing a demo and encourage them to update their availability so that genuine students or their parents don’t get a poor experience after booking a demo.
When students miss the demo
No coins will be refunded if the students miss the demo class. That is why it is imperitive that you follow-up with students and try to ensure they attend the demon. If the student is not avaialble at the scheduled time, you can also reschedule the demo to a more convenient time.
When you miss the demo
If you miss demo classes, then specific penalties may apply. They are decided by the platform based on your attendance in the last 7 days.
Suppose 10 students booked demos with you and you miss more than 2 demos i.e. 20% of the demos scheduled in the last 7 days, it will count as a policy violation which will not only affect your ranking but also trigger a penalty as follows:
The penalties are:
- Coins deducted
If you miss a demo class, then you will be charged additional 2X coins based on the number of students who attended the demo class that you missed.
- Suspension of account
Whenever you miss more than 20% of demos scheduled in the last 7 days, it will count as an instance of this policy’s violation. Depending on the frequency, a suspension may follow, as described below:
- 1st instance – Suspension of account for 7 days
- 2nd Instance – Suspension of account for 30 days
- 3rd Instance – Permanent suspension of account
How to avoid the penalty for missing demos
Avoiding the penalties is incredibly simple. All you have to do is to make sure that you keep your Demo Availability up to date so that students don’t book demos you can’t attend. If unforeseen circumstances force you to miss a demo, ensure that you inform the students and reschedule OR cancel the demo. Please note, rescheduling/cancelling a demo should be done at least 3 hours before the demo starts.
Please understand that this policy is being put in place to ensure that we don’t end up offering a negative experience to students or their parents who are trusting the platform to deliver top quality and professional tutors. Such poor experience will not only harm the platform but all the tutors associated with it.