CANCELLATION & RESCHEDULING POLICY
 

Bright Bee Tutors

Cancellation & Rescheduling Policy

Last updated: 3 September 2026
Policy owner: Bright Bee Tutors
Website: brightbeetutors.com
Contact: brightbeestutors@gmail.com

 

1. Purpose of this policy

Bright Bee Tutors understands that circumstances can change and that students, parents, guardians and tutors may occasionally need to cancel or rearrange a tutoring session.

This policy explains how Bright Bee Tutors manages:

• cancellations by parents, guardians and students;

• cancellations by tutors;

• requests to reschedule lessons;

• late cancellations;

• missed lessons;

• tutor illness or emergencies;

• refunds and payments following cancellations;

• repeated cancellations; and

• circumstances where Bright Bee Tutors may make exceptions.

This policy applies to all tutoring sessions arranged through Bright Bee Tutors.

It applies to:

• students;

• parents and guardians;

• tutors;

• Bright Bee Tutors owners and management;

• administrative staff; and

• other individuals working on behalf of Bright Bee Tutors.

This policy should be read alongside our Terms & Conditions, Tutor Terms & Conditions / Tutor Agreement, Data Protection & Privacy Policy and Safeguarding & Child Protection Policy.

 

2. Our cancellation commitment

Bright Bee Tutors aims to provide a fair and consistent approach to cancellations and rescheduling.

We recognise that unexpected circumstances, illness, emergencies and other events may sometimes prevent a student or tutor from attending a scheduled lesson.

At the same time, tutors reserve time specifically for booked lessons and may be unable to offer that time to another student when a lesson is cancelled at short notice.

Our cancellation arrangements are therefore intended to balance:

• flexibility for students and parents;

• fairness to tutors;

• the availability of tutoring sessions;

• reasonable notice requirements; and

• the effective operation of Bright Bee Tutors.

 

3. Booking a lesson

Once a tutoring session has been agreed and scheduled, the lesson is considered booked.

A booked lesson reserves the tutor's time specifically for that student.

Parents, guardians and students are responsible for ensuring that they are available at the agreed date and time.

Once a lesson has been booked, the cancellation and rescheduling terms in this policy will apply.

 

4. Cancelling a lesson

Parents or guardians who need to cancel a lesson should provide Bright Bee Tutors or the relevant tutor with as much notice as reasonably possible.

Where possible, cancellations should be communicated at least 24 hours before the scheduled lesson.

Providing sufficient notice allows the tutor to potentially offer the time to another student.

A cancellation should not be communicated by simply failing to attend the lesson.

 

5. Cancellations with at least 24 hours' notice

Where a parent, guardian or student provides at least 24 hours' notice of a cancellation:

• no cancellation fee will normally be charged;

• any payment already made for the cancelled lesson may be transferred to a rescheduled lesson or refunded where appropriate; and

• the tutor will be notified of the cancellation.

Where the lesson is rescheduled, Bright Bee Tutors will make reasonable efforts to arrange another suitable time.

 

6. Cancellations with less than 24 hours' notice

Where a parent, guardian or student cancels a lesson less than 24 hours before the scheduled start time, 50% of the lesson fee will be charged.

This charge reflects the tutor's time being reserved for the student and the reduced likelihood that the tutor will be able to fill the appointment at short notice.

Where the 50% cancellation charge applies:

• 50% of the agreed lesson fee will remain payable;

• where payment has already been made, 50% of the lesson fee will normally be retained as the cancellation charge;

• the remaining 50% will be refundable or may be transferred towards a rescheduled lesson where appropriate; and

• the applicable Bright Bee Tutors administrative fee and tutor payment arrangements will be applied in accordance with the relevant terms.

Bright Bee Tutors may waive or reduce the cancellation charge in exceptional circumstances at its discretion.

 

7. Emergency cancellations

Bright Bee Tutors recognises that emergencies can occur without warning.

A cancellation may be considered an emergency where circumstances are sudden, unexpected and outside the reasonable control of the student, parent, guardian or tutor.

Examples may include:

• sudden illness;

• a medical emergency;

• a serious family emergency;

• an unexpected safeguarding concern;

• significant technical failure;

• bereavement; or

• another serious and unforeseen circumstance.

Where an emergency occurs, the parent, guardian, student or tutor should notify Bright Bee Tutors as soon as reasonably possible.

Bright Bee Tutors will consider the circumstances and may waive or reduce the 50% cancellation charge where appropriate.

 

8. Rescheduling a lesson

Parents, guardians and students may request to reschedule a lesson rather than cancel it.

Requests to reschedule should be made as early as possible and, where possible, at least 24 hours before the scheduled lesson.

Bright Bee Tutors will make reasonable efforts to identify an alternative time that is suitable for both the student and tutor.

A rescheduled lesson is subject to tutor availability.

Bright Bee Tutors cannot guarantee that the same tutor will be available at the requested alternative time.

 

9. Rescheduling at short notice

Where a request to reschedule is made less than 24 hours before the scheduled lesson, Bright Bee Tutors will consider the request where possible.

If the tutor is able to accommodate the change, the lesson may be rescheduled without a cancellation charge.

If the tutor is unable to accommodate the change, the request may be treated as a late cancellation and 50% of the lesson fee will be charged.

Bright Bee Tutors may use its discretion depending on the circumstances and availability of the tutor.

 

10. Missed lessons and non-attendance

If a student does not attend a scheduled lesson without providing notice, the lesson will be treated as a missed lesson.

Where a student fails to attend:

• the tutor should remain available for a reasonable period;

• the tutor should attempt to contact the student or parent/guardian where appropriate;

• 50% of the lesson fee may be charged;

• the tutor should notify Bright Bee Tutors of the non-attendance; and

• repeated non-attendance may be reviewed by Bright Bee Tutors.

A student should not assume that a missed lesson will automatically be rescheduled or refunded.

 

11. Tutor cancellations

Tutors are expected to attend all lessons they have agreed to provide.

Where a tutor needs to cancel or reschedule a lesson, they must notify Bright Bee Tutors and the parent/guardian as soon as reasonably possible.

Tutors should provide as much notice as possible and should make reasonable efforts to minimise disruption to the student.

Where a tutor cancels a lesson:

• the student will not normally be charged for the cancelled lesson;

• any payment already made may be transferred to a replacement lesson or refunded where appropriate; and

• Bright Bee Tutors may attempt to arrange a replacement tutor where suitable and available.

Tutors should not cancel lessons without a reasonable reason or repeatedly cancel at short notice.

 

12. Tutor illness or emergency

Bright Bee Tutors recognises that tutors may occasionally become ill or experience an emergency that prevents them from teaching.

Tutors should not provide a lesson where they are too unwell to tutor safely or appropriately.

In these circumstances, the tutor should notify Bright Bee Tutors and the parent/guardian as soon as reasonably possible.

Bright Bee Tutors will make reasonable efforts to:

• rearrange the lesson;

• arrange a suitable replacement tutor where possible; or

• provide an appropriate refund or credit.

A student will not normally be charged where a tutor cancels a lesson.

 

13. Replacement tutors

Where a tutor is unable to provide a scheduled lesson, Bright Bee Tutors may offer a replacement tutor where one is available and suitably qualified.

A parent or guardian is not required to accept a replacement tutor.

Where a suitable replacement cannot be arranged, the lesson may be rescheduled or refunded as appropriate.

Bright Bee Tutors will consider the student's subject, level, requirements and the availability of appropriately suitable tutors when considering a replacement.

 

14. Repeated cancellations

Repeated cancellations or rescheduling requests may affect the availability of tutoring services.

Where a student or parent/guardian regularly cancels lessons at short notice or repeatedly fails to attend scheduled sessions, Bright Bee Tutors may:

• discuss the situation with the parent or guardian;

• recommend a more suitable lesson schedule;

• limit future bookings;

• require lessons to be booked individually rather than regularly;

• apply the applicable cancellation charges; or

• discontinue the tutoring arrangement where appropriate.

Bright Bee Tutors will seek to act reasonably and proportionately.

 

15. Recurring lessons

Where a student has a regular weekly or recurring tutoring arrangement, each scheduled lesson will remain subject to this policy.

Parents or guardians who wish to stop recurring lessons should notify Bright Bee Tutors as soon as possible.

Cancelling a recurring arrangement does not automatically cancel a lesson that has already been scheduled within the applicable notice period.

Any outstanding booked lessons will continue to be subject to these cancellation terms.

 

16. Holidays and planned absences

Parents and guardians are encouraged to notify Bright Bee Tutors of planned holidays, school commitments or other known periods of unavailability as early as possible.

Where sufficient notice is provided, Bright Bee Tutors will make reasonable efforts to avoid scheduling lessons during the stated period.

Planned absences should not normally result in a cancellation charge where at least 24 hours' notice has been provided.

 

17. Technical difficulties

Bright Bee Tutors provides online tutoring and recognises that technical problems may occasionally affect a lesson.

Technical issues may include:

• internet connection problems;

• platform outages;

• audio or video problems;

• computer or device failure; or

• problems with lesson recording.

Students and tutors should make reasonable efforts to resolve technical issues before a lesson is considered cancelled.

Where a technical problem prevents the lesson from taking place or significantly disrupts the lesson, Bright Bee Tutors may, depending on the circumstances:

• extend the lesson where practical;

• reschedule the affected lesson;

• provide a partial credit or refund; or

• take another reasonable action.

The appropriate outcome will depend on the nature and duration of the technical problem.

 

18. Refunds and credits

Where a refund is due under this policy, Bright Bee Tutors will process the refund using the original payment method where reasonably possible.

Alternatively, Bright Bee Tutors may offer a credit towards a future lesson where appropriate and agreed with the parent or guardian.

Where a cancellation is made with at least 24 hours' notice, the lesson will normally be eligible for a full refund or transfer.

Where a cancellation is made with less than 24 hours' notice, 50% of the lesson fee will normally be retained as the cancellation charge.

No refund will normally be provided for the 50% cancellation charge unless Bright Bee Tutors determines that exceptional circumstances apply.

 

19. Tutor payments following cancellations

Tutors are paid in accordance with the applicable Tutor Terms & Conditions / Tutor Agreement.

Where a lesson is cancelled with at least 24 hours' notice and no tutoring fee is received from the parent or guardian, the tutor will not normally be entitled to payment for that cancelled lesson.

Where a late cancellation charge of 50% is collected, the treatment of that payment and the tutor's entitlement will be determined in accordance with the tutor's agreement with Bright Bee Tutors.

The Bright Bee Tutors administrative fee will apply in accordance with the agreed payment structure.

 

20. Communication requirements

All cancellation and rescheduling requests should be communicated through the agreed Bright Bee Tutors communication channels.

Parents and guardians should provide:

• the student's name;

• the date and time of the lesson;

• whether the lesson is being cancelled or rescheduled;

• the reason where relevant; and

• any preferred alternative dates or times.

Tutors should communicate cancellations or rescheduling requests to Bright Bee Tutors and the relevant parent or guardian as soon as reasonably possible.

The time at which Bright Bee Tutors or the tutor receives the cancellation notification will normally determine whether the 24-hour notice requirement has been met.

 

21. Safeguarding considerations

Cancellation or non-attendance may occasionally raise safeguarding concerns.

For example, repeated unexplained absences, sudden changes in attendance or concerning explanations for missed lessons may require further consideration.

Bright Bee Tutors will not assume that a cancellation indicates a safeguarding concern.

However, where there are additional indicators that a child may be at risk, the matter may be dealt with in accordance with our Safeguarding & Child Protection Policy.

Tutors should report relevant safeguarding concerns rather than attempting to investigate them independently.

 

22. Exceptional circumstances

Bright Bee Tutors recognises that not every situation can be covered by a standard cancellation policy.

We may use reasonable discretion where there are exceptional circumstances, including:

• serious illness;

• bereavement;

• family emergencies;

• safeguarding concerns;

• significant technical problems;

• circumstances outside the reasonable control of the student or tutor; or

• other circumstances where applying the standard cancellation terms would be unreasonable.

In exceptional circumstances, Bright Bee Tutors may waive or reduce the standard 50% late cancellation charge.

Any exception made in one situation does not create an automatic entitlement to the same exception in future circumstances.

 

23. Changes to this policy

Bright Bee Tutors may update this policy from time to time to reflect:

• changes in legislation;

• changes to our tutoring services;

• changes to payment arrangements;

• changes to our booking systems;

• feedback from parents, students or tutors; or

• lessons learned from operating the service.

The most recent version of this policy will be made available through the Bright Bee Tutors website.

 

24. Policy review

Bright Bee Tutors will review this policy regularly and at least annually.

The review may consider:

• cancellation patterns;

• complaints;

• refund requests;

• tutor feedback;

• parent and student feedback;

• missed lessons;

• changes to booking systems;

• changes to payment arrangements; and

• changes to relevant legislation or guidance.

Next scheduled review: September 2027

 

25. Related policies

This policy should be read alongside:

• Terms & Conditions

• Data Protection & Privacy Policy

• Lesson Recording & Retention Policy

• Safeguarding & Child Protection Policy

Together, these documents form part of Bright Bee Tutors' terms, procedures and safeguarding framework.

 

26. Contact

For questions regarding cancellations, rescheduling, refunds or missed lessons:

Bright Bee Tutors
Email: brightbeestutors@gmail.com
Website: brightbeetutors.com

Parents, guardians and tutors are encouraged to contact Bright Bee Tutors as early as possible where they know that a scheduled lesson cannot take place.

 

Policy statement

Bright Bee Tutors aims to provide a fair and transparent approach to cancellations and rescheduling.

Where at least 24 hours' notice is provided, lessons can normally be cancelled or rescheduled without charge.

Where less than 24 hours' notice is provided, 50% of the lesson fee will normally be charged.

We recognise that unexpected circumstances can occur while also recognising that tutors reserve time specifically for booked students.

Our aim is to balance flexibility for families with fairness to our tutors and the continued availability of high-quality tutoring.