It’s critically important, both for Metafy’s reputation and your own, to keep your teaching appointments and ensure that they’re completed to your students’ satisfaction. In the event that something occurs that prevents you from making a scheduled session, you have one clear path forward.
Contact the student ASAP. Message the student via chat or Discord and explain your need to reschedule. It is much better to give the student a reason for the change than to send an unexplained request to reschedule.
From there, you have two options.
Reschedule.
If the scheduled time hasn’t started: Send a the student a request to reschedule. Metafy’s scheduling system requires you to send the request before the lesson was supposed to start. This will prompt the student to pick a new time, and Metafy’s built-in reminders will make sure that you’re both notified about the change.
If the scheduled time has passed: Issue the student a promo code that they can use to rebook with you. That way they can book through Metafy. (You can use the Promo Codes section of your Settings interface to create promo codes.)
Without use of a code, you will need to handle the rescheduling process on your own. We recommend adding the new appointment to your Google calendar so that your new time doesn’t end up overlapping with other scheduled sessions.
📣 Keep in mind that it is always preferable to request a reschedule instead of canceling a lesson if you want to work with the student in the future.
Refund. You may decide to just give them their money back, in the form of account credits. At this time you can issue your own refunds, using the Pro Studio. If a student wants to proceed with a refund to their payment method, they can reach out to Support. We require that they communicate with you before doing so, however.
📣 Please note that there is a time limit of 30 days on refunds to payment source. Meaning, if it’s been more than 30 days since the student’s original purchase, we cannot issue a cash refund.
See The Metafy Refund Policy for more details about our Refund Policy.
If you fail to follow these steps when you are unable to make it to a scheduled lesson, then Metafy will refund the payment to the student and remove that balance from your account. If you miss too many lessons without explanation or rescheduling, then you may be removed from the platform.
Related: If Your Student Is a No-Show