Effective Date: Sep 24, 2025
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Dewey Smart understands that schedules can change and unforeseen events happen. This policy explains how clients can cancel or reschedule tutoring sessions and what the consequences are for late cancellations or missed sessions. Our goal is to be fair to both our clients and our coaches, whose time is reserved when sessions are booked.

‍1. How to Cancel or Reschedule:

• Advance Notice: To cancel or reschedule a session without penalty, you must notify Dewey Smart (and/or your assigned coach, as instructed) at least 24 hours before the scheduled start time of the session . Notice can be given via our scheduling platform, email, or phone as provided in your welcome materials. The cancellation/reschedule is only effective once confirmed by us.
• Rescheduling Process: If you cancel in advance (24+ hours), you may work with us to find a new time for the session. We will do our best to accommodate a new time that fits your schedule and the coach’s availability. Rescheduled sessions should ideally occur within a reasonable timeframe of the original session (e.g., within a couple of weeks) so as not to derail progress, but we do not impose a strict deadline as long as it’s within your overall service period.
• Multiple Session Programs: If you are enrolled in a fixed schedule program (for example, a weekly group class or a bootcamp series), rescheduling individual sessions may not be possible (especially for group classes where sessions proceed as scheduled for all participants). In such cases, this will be communicated upfront – generally, group sessions are not individually rescheduled.

2. Late Cancellations (Less than 24 Hours Notice):

• If you cancel a session with less than 24 hours notice, this is considered a late cancellation. Due to the difficulty of filling that time slot on short notice and the coach’s reserved time, late cancellations will be charged in full. In other words, the session will be deducted from your purchased hours as if it had occurred, and no refund or credit is issued for that missed session.
• Example: You have a session scheduled for Wednesday at 5:00 PM. You email us at 10:00 PM on Tuesday (19 hours before the session) to cancel. This is a late cancellation, and you will be charged for the session as if it took place. You may still request to have a session later, but it would count as using an additional hour from your package.
• In some cases of late cancellation, we might be able to arrange a make-up session as a courtesy, but this is entirely at our discretion and subject to coach availability. Do not expect a make-up for late cancellations; our general rule is forfeiture. If a make-up is offered, it is a goodwill exception, not a change in policy.
• If you know you cannot make a session less than 24 hours in advance, please still inform us as soon as possible. While it won’t avoid the charge, it’s courteous and allows us to inform the coach. Uninformed no-shows are worse (see below).

3. No-Show Policy:

• A “no-show” is when a student fails to join the session at the scheduled time without any prior notice of cancellation. Coaches will wait for a grace period (about 15 minutes for a one-hour session) while attempting to reach the student. If the student does not arrive or we don’t hear from you within that window, the session is considered a no-show.
• No-shows are treated as a late cancellation, meaning the session is counted as completed and deducted from your balance with no refund/credit.
• After a no-show, we will contact you to check in and ensure everything is okay, and to confirm future sessions. Repeated no-shows may trigger additional action (see section 6 below).

4. Coach Cancellations or Missed Sessions:

• If the coach cancels on short notice or is a no-show (extremely rare, but in case of emergency), you will not be charged for that session. We will apologize and reschedule the session at your convenience. If a coach is late, that time will be made up either by extending the session (if you’re able to) or adding time to a future session.
• Dewey Smart will make efforts to find a substitute coach if your regular coach is suddenly unavailable for a scheduled session, to keep the appointment if possible (with your consent). If a substitute session occurs, it will count as normal (no extra charge), and we will loop your regular coach in on what was covered.

5. Special Circumstances and Exceptions:

• We understand true emergencies (medical issues, accidents, family emergencies) can occur that prevent giving 24 hours notice. If such a situation arises, please inform us as soon as you can. We may, at our discretion, waive the late cancellation penalty and allow a reschedule without counting the session as used. Proof of emergency (like a doctor’s note, etc.) is not required but appreciated if available. These exceptions are meant for genuine, unavoidable situations – not for general forgetfulness or poor planning.
• Technical issues: If a session cannot proceed due to technical problems (e.g., platform issues, connectivity problems) not caused by the client’s negligence (for instance, widespread internet outage or our system failure), we will reschedule that session at no charge. If the technical issue is on the client’s side (e.g., your internet went down), we still consider that essentially a missed session on the client’s part. However, we may split the responsibility depending on context. For example, if halfway through the session your power goes out, we might not count the second half of the session as used and allow those remaining minutes to be rescheduled.
• Health issues: If a student is sick, we prefer you cancel rather than attempt to push through a session when ill. If you wake up sick on the day of a session, please notify us as early as possible. We may allow a reschedule even if it’s under 24 hours in this case, especially for contagious illnesses or if the student cannot meaningfully participate. Again, this will be handled on a case-by-case basis and as a courtesy.

6. Repeated Cancellations or No-Shows:

• Our policy allows for occasional issues, but if a pattern emerges (for example, two or more no-shows, or frequent last-minute cancellations), Dewey Smart reserves the right to take action. This could include requiring confirmation before all sessions, charging a rebooking fee (if that becomes necessary to compensate coaches for time reserved), or in worst cases, terminating the service relationship due to unreliability.
• We will communicate with you if we notice a pattern of missed appointments to find a solution. It may be that a different schedule works better, or a pause in tutoring if the student is currently too busy.
• As noted in our Terms, we reserve the right to discontinue services for clients who engage in repeated late cancellations or no-shows . This is to maintain fairness to our coaches (who could use that time to help other students) and program consistency.

7. How to Cancel/Reschedule (Contact Info):

‍For any cancellation or rescheduling, use the designated method provided:

• If you have an online account/scheduling portal: You can cancel or request reschedule through the calendar interface.
• Email: support@deweysmart.com (or your specific support contact) – include student name, coach name, session date/time, and desired change.
• If you have been communicating directly with your coach for scheduling, you should still notify the company as well, unless otherwise directed. (Many coaches will remind you to also inform the office so that it’s properly logged.)

8. Confirmation:

‍Dewey Smart will confirm any cancelled or rescheduled session via reply email or through the platform. If you do not receive confirmation, please follow up — it may mean we didn’t receive your message. The 24-hour rule is based on when you send the notice and receive confirmation. (If you emailed 25 hours in advance but we somehow didn’t see it until closer to the session, we will honor the timestamp of your request.)

‍9. Policy Agreement:

‍By scheduling a session with Dewey Smart, you are agreeing to this Cancellation & Rescheduling Policy. This policy is provided to all clients and is part of the Terms of Service you accept. We believe this policy is fair and standard in the tutoring industry, and it ensures our coaches can manage their schedules and income reliably.

If you have any questions about this policy or want to discuss an exception, please contact us at support@deweysmart.com or +1(877)749-6539.

We appreciate your understanding and cooperation in respecting our tutors’ time and our scheduling processes.