1. Purpose
This Cancellation and Rescheduling Policy explains how tutoring appointments, live classes, consultations, and other scheduled Educere services can be changed or cancelled. It describes notice periods, timezone handling, late arrival, no-shows, instructor changes, technical failures, emergencies, and the relationship between scheduling and refunds.
The goal is to respect the learner's circumstances while protecting time reserved for preparation and teaching. This policy forms part of the Terms of Service and works with the Refund Policy. Mandatory consumer rights and any clearly stated, more generous service term remain available.
Unless a booking page clearly states another approved term before payment, the standard change window is 24 hours before the scheduled start.
2. Definitions
A cancellation ends a confirmed appointment without choosing a replacement time. A reschedule moves a confirmed appointment to another available time. A late cancellation or late reschedule is requested less than 24 hours before the start. A no-show occurs when the learner does not join or contact Educere within 15 minutes after the confirmed start.
The booking owner is the adult learner or authorised parent or guardian who controls the appointment. The learner is the person receiving instruction. A confirmed time is the time shown in Educere's final booking confirmation, adjusted for the user's displayed timezone.
A service credit is value held on the account for a future eligible service. It is not the same as a cash refund. The Refund Policy governs when money is returned.
3. Standard 24-hour rule
A booking owner may cancel or reschedule without a late-change charge when the request is recorded at least 24 hours before the confirmed start. A timely cancellation may be refunded or credited as described in the Refund Policy. A timely reschedule transfers the payment to an available replacement time.
The 24-hour window is measured to the exact scheduled start, not midnight or the previous business day. For example, a session at 3:00 p.m. must be changed by 3:00 p.m. on the preceding day. The booking system's timestamp is the primary record.
If an Educere system fault prevents an on-time self-service change, contact Educere promptly. A screenshot or concise explanation may help, but Educere will also review system logs where available.
4. Timezones and UTC
Educere stores booking times using Coordinated Universal Time, or UTC, as the source of truth. The site aims to display those times in the visitor's detected or selected local timezone. Confirmations should include a timezone indicator or localised date and time.
Users are responsible for checking that their device, browser, and Educere account show the intended timezone before confirming. Travelling, daylight-saving changes, virtual-private networks, manual clock settings, and shared devices can affect display. The booking owner should recheck the confirmation after travel or a seasonal clock change.
If Educere displays or converts a time incorrectly, the learner will not be treated as a late cancellation or no-show because of that defect. Educere will offer a fair reschedule, credit, or refund. If the user selected the wrong timezone despite a clear display, ordinary late-change rules apply, although Educere may offer a compassionate exception.
5. How to cancel
Use the cancel control in the booking confirmation or learner account when available. If self-service cancellation is unavailable, submit the request through the Contact page and identify the learner, booking reference, service, and date. A request is effective when received by Educere's system, not when the learner begins composing it.
Do not rely on a social-media comment, message to an unrelated account, or verbal statement outside an approved channel. If urgent technical failure prevents normal contact, retain reasonable evidence and contact Educere as soon as access returns.
Educere will send or display a cancellation acknowledgement. If no acknowledgement appears, check the account or contact Educere because the booking may still be active.
6. How to reschedule
Use the reschedule control in the learner account or booking message, select an available replacement, review the displayed timezone, and confirm. A time is not reserved until confirmation appears. Availability may change while a learner is deciding.
One timely reschedule is normally permitted without an administrative fee. Additional timely changes may be permitted, but repeated movement that prevents fair access to appointments may lead Educere to require cancellation and rebooking. The learner will be told before such a restriction is applied.
The replacement session must usually be booked within 60 days of the original date or before an applicable package or service expiry, whichever is later where fairness requires. Educere may extend this period for instructor availability, illness, accessibility, or another reasonable cause.
7. Late rescheduling
A request less than 24 hours before the start is ordinarily treated as a late cancellation because the time can rarely be offered to someone else. The session payment is normally retained and a free replacement is not guaranteed.
Educere may grant one discretionary late reschedule for sudden illness, family emergency, bereavement, major transport disruption, widespread outage, or a comparable event. The learner should provide notice as soon as possible and only the minimum explanation reasonably needed.
An exception is not an entitlement to repeated exceptions. Educere considers previous changes, notice, preparation already completed, and whether a practical alternate time exists.
8. Late cancellation
A cancellation received less than 24 hours before the start is ordinarily non-refundable. The reserved session may be treated as used. This is not intended as punishment; it recognises that teaching capacity was set aside and preparation may already have occurred.
The Refund Policy explains emergency discretion and mandatory rights. Educere will not apply the late rule when Educere caused the cancellation, a site timezone defect caused the missed time, or law requires another outcome.
9. No-shows
If the learner has not joined or contacted Educere within 15 minutes after the confirmed start, the booking is ordinarily a no-show. The instructor may close the meeting, and the session is normally treated as delivered without refund or automatic reschedule.
The instructor should make a reasonable effort to remain available during the 15-minute grace period and may send an approved-channel reminder. The absence of a reminder does not change the confirmed time.
If an emergency, platform outage, or clear conversion error caused the absence, the booking owner may request review. Educere will consider available records and the circumstances rather than relying only on a label.
10. Learner late arrival
A learner arriving within 15 minutes may use the remaining time. The session still ends at the original time to protect later appointments. The instructor may extend only when practical and is not required to do so.
If the learner expects to be late, they should use the approved contact channel. Notice does not guarantee an extension or refund, but it may allow the instructor to prepare and may prevent the booking from being closed as a no-show.
Repeated late arrival may prompt a discussion about a better recurring time, technical setup, or service format.
11. Instructor late arrival
If the instructor is late, the learner should remain in the approved meeting space for up to 15 minutes and check for an update. The learner will receive the full paid teaching time through an extension, a replacement session, credit, proportional refund, or another agreed solution.
If the instructor has not joined after 15 minutes and no reliable update is available, the learner may leave without being marked absent. Educere will treat the event as an Educere service failure and offer a full remedy for the affected session.
12. Educere cancellation
Educere may need to cancel because of illness, emergency, platform failure, safety, or another operational issue. Notice will be provided as soon as reasonably possible through the account, email, or other approved contact method.
The learner may choose a full refund, equivalent credit, or mutually acceptable replacement. Educere may offer another qualified instructor or time, but the learner does not have to accept a materially different service.
An Educere cancellation does not count against a package reschedule allowance. If repeated Educere changes materially undermine a package, the learner may request cancellation of the unused portion under the Refund Policy.
13. Instructor substitution
If a service was advertised specifically with Angelique or another named instructor, replacing that instructor may be a material change. Educere will notify the learner and offer a choice to accept a suitable substitute, reschedule for the named instructor, receive credit, or obtain a refund for the affected session.
For a class advertised as team-taught or not tied to one person, Educere may use a qualified substitute without automatic refund if the content, duration, and educational level remain materially the same. Learner safety and suitability remain essential.
14. Technical problems before a session
Learners should test the device, supported browser, internet connection, microphone, camera where required, headphones, and meeting link before the appointment. Updates and permissions should be completed early enough to avoid losing teaching time.
If a link is missing or does not work, contact Educere before the start where possible. Do not create an unapproved meeting room or share a link publicly. Educere may provide an alternate approved link or platform.
A known Educere outage reported before the session may justify proactive rescheduling. A learner-device issue discovered in time may also be rescheduled if the request meets the 24-hour rule.
15. Technical problems during a session
If Educere's platform, instructor connection, or configuration materially prevents teaching, the parties should attempt reasonable troubleshooting and an approved alternate channel. Lost time will be restored through extension, replacement, credit, or refund according to its significance.
If the learner's connection or device fails, the instructor may wait, send a message, or continue through an approved lower-bandwidth method. The session is ordinarily not refundable after the late-change deadline, but Educere may provide a fair exception when the failure was severe, unavoidable, and promptly reported.
If responsibility is unclear, Educere may offer a shared remedy such as a partial replacement. Technical logs will be used proportionately and with regard to privacy.
16. Emergency and illness
Health, bereavement, safety, disaster, and caregiving emergencies do not always allow 24 hours' notice. Contact Educere as soon as reasonably possible. A concise explanation is usually sufficient; do not submit detailed medical information unless specifically necessary.
Educere may offer a reschedule, credit, extension, or refund based on timing, unused value, repeated exceptions, and applicable law. For a minor, a parent or guardian should normally communicate the request.
An immediate safety emergency should be handled through local emergency services. Educere's contact form is not continuously monitored and should not be used as an emergency line.
17. Severe weather, utilities, and public disruption
Major storms, earthquakes, government closures, widespread power or internet failure, civil emergency, or similar events may affect either party. Educere will prioritise safety and use reasonable efforts to communicate.
When such an event prevents a session, the normal outcome is rescheduling or credit. A refund is available where Educere cannot provide a reasonable replacement or applicable law requires it. Localised inconvenience that does not prevent attendance may not justify a late exception, but Educere will review evidence fairly.
18. Minor learners
An authorised parent or guardian should control bookings, cancellations, payments, and significant schedule changes for a minor who cannot legally make those decisions. A minor should not privately arrange a different time with an instructor outside Educere's approved system.
Parents should help the learner join on time, remain reachable, and maintain a suitable environment. If no responsible adult is available where one is required for age or safety, Educere may postpone or end the session. The outcome will depend on notice, prior communication, and the stated service requirements.
Custody or authority disputes must be raised through the Contact page. Educere may pause changes until authority is reasonably verified.
19. Recurring bookings
A recurring arrangement reserves multiple times but each occurrence remains subject to the change window. Cancelling one appointment does not automatically cancel the series. Cancelling the series does not automatically refund sessions already delivered or late-cancelled.
Educere may release a recurring slot after repeated cancellations, no-shows, unpaid invoices, or prolonged inactivity, with reasonable notice. The learner may still book available single sessions unless access is otherwise restricted.
If Educere changes a recurring schedule, affected future sessions may be moved by agreement or refunded. A learner is not required to accept a permanent material change.
20. Packages and prepaid sessions
Prepaid sessions may have an expiry stated before purchase. A rescheduled appointment should remain within the package term or the 60-day replacement period where that provides the fairer result. Educere may extend the package when instructor availability or an Educere cancellation caused delay.
Timely cancellation returns the session to the package balance or may permit a refund under the Refund Policy. Late cancellation and no-show ordinarily consume one session. A compassionate exception may restore it.
Unused package value is handled under the Refund Policy, including any fair allocation for discounts and services already used.
21. Group classes
Fixed-cohort classes depend on shared attendance, so an individual learner generally cannot reschedule the class for everyone. Recordings, make-up resources, or alternate sessions will be offered only if stated or approved and privacy permits.
If Educere cancels a group class, it will provide a replacement, credit, or appropriate refund. If a learner misses a class, the ordinary individual cancellation rule and the class description apply. A material schedule change before the cohort begins allows a learner to request an alternative or refund.
22. Changes to service type or duration
Moving from one service length or format to another may require cancellation and a new booking. Any price difference will be shown before confirmation. A learner will not be charged an undisclosed upgrade.
If Educere shortens a session, changes from one-to-one to group instruction, or materially alters the service without agreement, the learner may reject the change and choose an appropriate remedy. Minor adjustments to lesson focus within the purchased format are educational decisions, not schedule changes.
23. Communications and evidence
Booking confirmations, changes, and reminders may be delivered through the website, account, email, or another approved channel. Users should keep contact details current and check spam or filtering settings. Reminders are helpful but not a condition of a valid booking.
Educere may retain timestamps, status changes, delivery logs, and relevant messages to administer the booking and resolve disputes. Records are handled under the Privacy Policy. Screenshots and correspondence may be considered, but no one should submit altered or unnecessary private material.
24. Accessibility and reasonable adjustments
A learner who needs extra joining time, a communication accommodation, camera alternative, captioning, breaks, or another scheduling adjustment should contact Educere before booking or as early as possible. Educere will consider reasonable, practical adjustments without requiring unnecessary diagnosis details.
An approved accommodation may modify the standard process for that learner. It does not reduce the service purchased. If Educere cannot provide a necessary adjustment, it will discuss an alternative or refund where appropriate.
25. Repeated changes and fair access
Repeated booking and cancellation can block times other learners need. Educere may limit advance reservations, remove a recurring slot, require payment before booking, or ask the learner to contact support after a pattern of late changes or no-shows.
Restrictions will be proportionate, explained, and not based on disability, protected status, or a good-faith use of consumer rights. Educere will consider whether an accessibility need, unstable work schedule, or family circumstance supports a different arrangement.
26. Safety or conduct cancellation
Educere may end or cancel a session for threats, harassment, discriminatory abuse, sexual conduct, unauthorised recording, suspected exploitation, unapproved participants, or another serious safety risk. Urgent action may occur without advance notice.
Refund eligibility depends on responsibility and law. A session ended because of the learner's serious misconduct may be treated as delivered. A learner affected by another person's misconduct will receive a fair remedy for materially lost teaching.
Safety records and reports will be handled under the Privacy Policy and shared only when lawful and proportionate.
27. Refund choices after cancellation
A timely cancellation generally allows the purchaser to choose refund or equivalent credit. An Educere cancellation allows refund, credit, or reschedule. A late cancellation or no-show ordinarily does not qualify, subject to emergencies, service failure, and mandatory law.
Refund timing, original payment method, discounts, bundles, external fees, and charge disputes are detailed in the Refund Policy. Cancelling the booking does not itself prove that a refund was issued, so retain the cancellation and refund confirmations.
28. Disagreement and review
If a booking is marked late, absent, or completed incorrectly, contact Educere with the booking reference and explanation. Educere will review system timestamps, timezone settings, platform status, communications, and instructor notes that are relevant and lawful to use.
You may request review of the first decision. A good-faith complaint will not affect access to unrelated services. External consumer, payment, or legal rights remain available and are not waived by internal review.
29. Policy changes
Educere may update this policy as booking functions, services, or legal requirements develop. The updated date will appear on the page. A change will not retroactively convert an on-time cancellation into a late one or remove a remedy attached to an existing booking.
If the notice window changes materially, the new rule will apply to bookings made after the effective date unless a learner expressly agrees or the change is more favourable. Educere will update related checkout notices and the Refund Policy for consistency.
30. Contact
Use the Educere Contact page for cancellation help, emergency review, timezone problems, or disputes. Include the booking reference, learner name, scheduled time as displayed, timezone, and requested outcome. Do not submit passwords, full payment-card details, or excessive medical information.
Educere will publish a verified business identity, address, and dedicated support contact after final confirmation and legal review. Until then, the Contact page is the official operational route.
31. Confirmation checklist
Before leaving the booking flow, verify the learner, service, date, local time, timezone, duration, meeting format, price, and contact address. Save or photograph the final confirmation if that helps you manage the appointment. Add the event to a calendar only after the booking is confirmed, and confirm that the calendar did not apply a different timezone.
After any change, look for a new confirmation showing the updated status. A calendar edit made only on your device does not change the Educere booking. If the site and calendar disagree, treat the Educere account or most recent official confirmation as the current record and contact Educere promptly.