What do you need to do?
I want to… | What to do |
Know when I get a deduction | Late cancellation, no-show or leaving a lesson early. See the list. |
Check my deductions | Salary tab, Dashboard → Finished in [month] → Penalties, no-shows in Stats. |
Cancel because I’m ill | Cancel the lesson yourself as soon as you know, then write to us in the chat with a medical certificate. |
Handle a power or internet cut | Switch to your phone’s hotspot. Can’t teach? Write to us in the chat straight away. |
Report that I left a lesson early | Write to us in the chat with proof. |
Ask for a deduction review | Send us proof with the exact date in the chat, within 2 weeks. |
Prepare for power outages | See the checklist at the end. |
Know when I get a deduction
Situation | What happens |
Late cancellation | You cancel or move a lesson less than 12 hours before it starts. Moving an individual lesson (cancel + add a new one) counts as a cancellation. |
Group lesson, less than 6 hours before | Too late for a substitute: write to us in the chat and we cancel the lesson. It is still a late cancellation. |
Group substitute nobody took | The system cancels the lesson 2 hours before. Requested 12+ hours before: no deduction. Requested less than 12 hours before: deduction. |
No-show | You don’t start the lesson and don’t cancel it. |
Leaving early | See “Report that I left a lesson early”. |
❗ A deduction always equals your payment for that lesson.
No deduction when the student cancels, when the student is absent and you stay until the scheduled end, or when the lesson can’t take place because of a platform outage (you get an extra payment the next day).
Rules for cancelling and substitutes: see Cancellation and Replacement Policy.
Check my deductions
Where | What you see |
Salary tab | Your deductions |
Dashboard → Finished in [month] → Penalties | Your deductions for the month |
Stats tab | Your no-shows |
Cancel because I’m ill
Cancel the lesson yourself as soon as you know. In the Set as cancelled window choose Canceled by Teacher and the reason Health reasons. The earlier you cancel, the more time the student has.
Group lesson? More than 6 hours left: request a substitute. Less than 6 hours: write to us in the chat and we cancel it.
Write to us in the chat with the lesson date and time and a medical certificate (doctor’s note) for the day of the lesson. A referral or prescription with that date is also accepted. We review the deduction and let you know.
❗ Without a document we can’t remove the deduction. Illness you knew about the day before is not an emergency: cancel at least 12 hours before.
First lesson with a new student or a Pending lesson? You can’t cancel these yourself: write to us in the chat straight away.
Handle a power or internet cut
Switch to your phone’s mobile hotspot and rejoin the lesson. Can’t teach at all? Write to us in the chat straight away.
More fixes: see Technical issues in the lesson.
Report that I left a lesson early
Write to us in the chat with proof: a screenshot or a short description of the problem.
Time missing | What happens |
Less than 20 minutes | Make up the time in the next lesson. |
More than 20 minutes or over half the lesson | We cancel the lesson. With proof, there is no deduction. |
❗ No proof? We remove the deduction only if it’s your first late cancellation in the last 6 months. Otherwise we decide case by case.
Always stay until the scheduled end, even if the student didn’t come.
Ask for a deduction review
The deduction was caused by an emergency you couldn’t plan for? Write to us in the chat (or reply to the deduction message) with:
the lesson date and time,
what happened,
proof that shows the exact date (and time, if possible).
We review it and let you know if the deduction can be removed.
❗ Send your request within 2 weeks of the lesson.
Accepted proof | Not accepted |
Official documentation or proof of force majeure with the exact date and time of the event. | Proof without a date, or with a different date than the lesson. |
Official confirmation from an internet provider or power company of an unscheduled, widespread outage in your area. | Predictable situations where you could have cancelled in advance: illness you knew about early enough, planned travel, personal events. |
A medical certificate (doctor’s note), referral or prescription with the date of the lesson. | Normal Wi-Fi problems when you didn’t try a mobile hotspot. |
Prepare for power outages
UPS for your router: an Uninterruptible Power Supply keeps your router running for several hours during a power cut.
Mobile hotspot: keep your phone charged and ready to switch if your Wi-Fi drops.
Laptop battery: charge it fully before your block of lessons.
LAN cable: connect your computer to the router with an Ethernet cable for a stable connection.
Power outage apps: use local apps (such as EskomSePush or local grid notifications) to see scheduled power cuts in advance.