If staff cancel lessons for students at any time, the student will always get a refund. Note that procedure is a bit different depending on if it's a last-minute cancellation or not.
Procedures for when the teacher needs to cancel
You should obviously try to avoid cancelling, but if you need to do so, you should contact the student ASAP via email and Skype. Please contact them and apologise as far in advance as possible. If it is not a last-minute cancellation, you should ask in the Skype TEF All Staff chat group if another teacher is available to teach the lesson.
Here is an example Skype message and email you can send to your student:
Thank you for booking two lessons with me on Sunday, 1st October. Unfortunately, I now cannot teach the lessons, as I'm no longer available. I'm very sorry to cause any inconvenience.
Would you be OK to cancel the lessons and re-book with another teacher? Otherwise, I also have time available on Tuesday 3rd and Thursday 5th, if either of those were suitable for you.
Once again, apologies for the inconvenience.
Kind regards
Once you hear back from the student, it is OK to cancel the class in your calendar. Just click the offending lesson in your schedule and then delete it. The student's point will automatically be refunded.
If you do cancel classes, please send an email to support at support@theenglishfarm.com and let us know the reasons for the cancellation.
If the start time of the lesson has already passed, please do not delete the lesson from the schedule. Write a lesson record and issue a refund there. Learn how to fill out a lesson record for a class that did not take place here [ADD LINK].
This flow chart lays out the steps in detail.
If you a horrendously ill
If you cannot manage to sort this out yourself, just let us know and we will take care of cancellations. Email us here: support@theenglishfarm.com
My Internet/power died
When your connection or power dies, please use a cellphone or other means to tell support and your student(s). Under no circumstance (except the most exceptional) should you miss a lesson without informing the student first and then us. It is imperative that we do not waste our students' time.
When all else fails
If you have no other means of contacting students and support, please text Matthew +64276786106 as a last resort. Don't forget to identify yourself!
If you are not sure about any of this, please let support@theenglishfarm.com