Why is there a need for a policy regarding settling payments for Classes missed by Students?
Based on the feedback from several Tutors and Students, we found that there was a gap in how we settled payments for classes that were missed by students. Some students felt unfairly charged for classes that they didn’t know were scheduled by Tutors. On the other hand, Tutors felt justified in claiming compensation for classes that they blocked their calendars for.
This policy is being created to help minimize the friction that gets created between students (or their parents) and tutors due to such issues. There are 2 parts to this policy:
- Guidelines for Tutors to follow while scheduling their classes
- Our dispute resolution process for cases where a class is marked as ‘Paid’ but disputed by student as ‘Free’ (‘Free’ indicates that there are no charges applicable for the student for that class while ‘Paid’ indicates that the class will be charged as per the proposal sent by the Tutor)
Guidelines to follow regarding scheduling or cancelling classes
As Tutor Partners, we expect Tutors to ensure that they follow fair and transparent practices so that students pay only for classes that they attend or confirm. In case they cancel or miss a class that was confirmed by them, the Tutor can claim it as a paid class.
If the student agrees with that claim - the claim is approved. If the student disputes it - our dispute resolution team will investigate and make a final decision based on the merits of each case. In case it is found that the student had confirmed the attendance OR the schedule was shared more than 24 hours in advance - the claim of the Tutor will be considered to be valid.
On the other hand, in case it is found that the class was scheduled at a short notice without any confirmation from the student OR no schedule was shared with the student in advance - the claim of the Tutor may not be considered to be valid.
In order to avoid any loss of earning, we strongly recommend that our Tutor Partners follow these guidelines while scheduling their classes:
- Please give atleast 24 hours notice to students whenever you schedule a class.
- If a class is scheduled within or in less than 24 hours, please ensure that students agreed to the class time on a chat message, a call or in a live class. Please ensure that you don’t schedule a class at a short notice of less than 24 hours without getting a confirmation from the student.
- If the student doesn’t join a scheduled class, they must inform the tutor at least 3 hours in advance. This can be done through a call or message on the App.
- For group classes - If a certain schedule was agreed to during a demo class, the same should be adhered to. Even if one student of the group attends the group class and is present, the class will be marked as Paid.
For all students - please ensure that the students are either pre-informed (i.e. the schedule was sent at least 24 hours ago) or pre-confirmed (for classes that were scheduled less than 24 hours ago).
How does the dispute resolution process work for Classes that are marked as ‘Paid’ by the Tutor? Can you dispute or claim a tagged Free class (unpaid) as paid?
If the student misses a scheduled class, the class gets tagged as a Free class (unpaid class). This means that the paid hour balance is not deducted and the tutor will not be paid for this class.
If a class should not have been Free and has been incorrectly tagged as so, you can raise a claim from your account. You can do so by following the below mentioned steps:
- You will receive an email/App notification if a class is considered Free or unpaid.
- If you wish to Claim the class as paid, click on the option. An email/App notification will be sent to the student.
- The Student will have 5 days to either raise a dispute or allow it to be considered as a paid class. If there is no action for 5 days, the class is considered as paid.
- If the student accepts the claim, you will receive a notification and class will be marked as paid.
- If the student disputes the claim, you will receive a notification as well. Our team will research the issue and make an educated decision based on the policies. Our decision will be final and binding. The final decision will be notified to you.
How are classes counted in terms of hours?
Each conducted class is rounded off to the nearest half or full hour.
For example: A class was conducted between 6:00-6:20PM and another class was conducted between 9:00-9:50 AM. The below table will explain the time considered for payouts.
Total time considered for payment
How and when are the Tutors Paid?
The payout for Tutors is done as and when the classes are completed. There are 2 options available with us, weekly and monthly options. Payment will be done as per your selected option.
What if Tutor misses a scheduled class?
In order to ensure a great learning experience for students on the platform, our Tutor Partners are expected to ensure they maintain 100% on-time attendance for all the classes they conduct on UrbanPro. If Tutors miss a class scheduled by them or attend it very late, it leads to a poor experience for students who will not choose to re-engage with UrbanPro for their future requirements. As such, the platform reserves the right to downgrade Tutors who perform poorly on their attendance of classes scheduled by them. Such a downgrade may lead to a significant loss of visibility and earnings on the platform.
What are the reasons why a class can be tagged as Free or Unpaid Class
- If a Tutor has voluntarily set a Free class for the student
- If a Student doesn’t have sufficient paid hours. This will happen when paid hours remaining is less than the number of hours conducted for this class. In such cases, UrbanPro will flag these classes as ‘Free’ class but the Tutor can always claim it later as a ‘Paid Class’ as soon as the student has made additional payments.
- For a smoother dispute resolution process, Tutors are advised to inform the students whenever they want to claim a ‘Free’ class as a ‘Paid’ class - so that they confirm the same on their side and the payment can be settled to the Tutor against those classes.