What is an UrbanPro Policy for Paid Classes?

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:

1. Guidelines for Tutors to follow while scheduling their classes

2. 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:

1. Please give at least 24 hours notice to students whenever you schedule a class.

2. 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 confirmation from the student.

3. 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.

4. 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).