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Cancelling, rescheduling & learner no-shows
Reschedule or cancel when 8 hours or more remain, propose a new time when it's close to the lesson, report a learner no-show — and how each case affects you.
⏱ 4 min read🗓 Updated 22/10/2026
All cancelling / rescheduling is done on the lesson page (click the lesson on the Tutor hub or in the Weekly calendar). The cut-off is 8 hours before the lesson.
8 hours or more to go
Step 1
Click 🔁 Reschedule ① to move to another free time, or Cancel lesson ②
Reschedule: pick a new time from your availability, then Confirm new time — the lesson moves immediately and the learner is notified.
Cancel: the learner is always refunded 100% (to their wallet, or the lesson goes back to their package). Each cancellation counts as one fault within 30 days — see Rules & penalties.
Less than 8 hours to go
Step 1
You can no longer cancel — click 🔁 Propose a new time
The page clearly says “Less than 8 hours to the lesson — it can no longer be cancelled”. You can only propose a new time, and the lesson only moves when the learner clicks ✓ Accept new time.
On the Tutor hub, a lesson this close has no Cancel button; instead a yellow Too late to cancel box appears — click it to go to the lesson page and propose a new time.
Step 2
Pick a new time and click Send proposal
The learner is notified and chooses to accept or decline. While you wait, the lesson page shows the pending proposal.
Step 3
If the learner declines and you still can't teach: click Confirm I cannot teach this lesson
The learner is refunded 100% right away and you receive 1 fault, as for a no-show. Telling them early is still better than leaving the learner waiting in the room.
When the learner doesn't join
Step 1
Join the room on time and wait. After 15 minutes, click Report student no-show
The button only appears when you are in the room. Reporting a no-show only records it and alerts the learner (so they can dispute it if they have a reason) — no money moves yet. If the learner joins afterwards, the report is cancelled automatically.
After 24 hours, a lesson where only you were present is settled as a learner no-show: you receive 70% of the fee.
| Result (from attendance) | You receive | Notes |
|---|---|---|
| Both present — Completed | 85% (paid trial lesson: the remainder after 50%) | Settled automatically after 24 hours, or earlier when the learner confirms |
| Only you present — Learner no-show | 70% | Doesn't add to “Lessons taught” |
| Only the learner present — Tutor no-show | 0₫, the learner is refunded 100% | Counts as 1 fault |
| Nobody joins | 0₫ | Counts as 1 tutor fault |
| Learner opens a dispute | Held until Zasu resolves it | Zasu reviews attendance, chat and files to decide |
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