What do you need?
Situation | What to do |
I'm ill and can't teach today | Cancel the lesson yourself as soon as you know, then write to us in the chat (see "If you are ill"). |
Power or internet cut right before or during a lesson | Switch to your phone's hotspot. If you can't teach, write to us in the chat straight away. |
I got a deduction and I think it's unfair | Send us proof in the chat (see "Asking for a review"). |
Where do I see my deductions? | Salary tab and Dashboard → Finished in [month] → Penalties. |
The platform was down and the lesson didn't happen | No deduction. We sort it out the next day and you get an extra payment. |
A student cancelled late or didn't come | No deduction for you. See Lesson statuses, attendance & student no-shows |
When do you get a deduction?
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: if you can't teach and it's too late for a substitute, write to us in the chat and we cancel the lesson – it is still a late cancellation.
No-show: you don't come to the lesson and don't cancel it.
Leaving early: if you end a lesson early (for example 20 minutes early in a 60-minute lesson), we don't cancel it, but you must make up the missing time by extending your next lesson with that student. If you can't make it up, we cancel the lesson and you are not paid for it. Always stay until the scheduled end, even if the student didn't come.
How much? A deduction is always equal to your payment for that lesson.
You don't get a deduction when the student cancels, when the student doesn't come and you stay until the end, or when the lesson can't take place because of a platform outage.
If you are 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. Don't wait – the earlier you cancel, the more time the student has.
Group lesson? If there are 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. Without a document we can't remove the deduction. We review the deduction and let you know.
First lesson with a new student or a Pending lesson? You can't cancel these yourself – write to us in the chat straight away.
Illness you knew about the day before is not an emergency – cancel at least 12 hours before.
Asking for a review
If a 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. Please send your request **within 2 weeks** of the lesson.
Accepted proof:
Official documentation or proof of force majeure that clearly displays the exact date and time of the event.
Official confirmation from an internet provider or power company regarding an unscheduled, widespread outage in your area.
A medical certificate (doctor's note), referral or prescription with the date of the lesson.
Not accepted:
Evidence of force majeure without a date or with a different date than the deducted class.
Predictable situations where you could have canceled in advance (e.g., Illness you knew about early enough to cancel 12 hours before, planned travel, personal events).
Standard Wi-Fi instability where a mobile hotspot backup was not attempted.
Teaching during power outages
UPS for Wi-Fi Router: An Uninterruptible Power Supply (UPS) keeps your router running for several hours during a power outage.
Mobile Hotspot: Keep your mobile phone charged and ready to switch to a mobile data hotspot immediately if your Wi-Fi drops.
Laptop Battery: Ensure your laptop battery is fully charged before your block of lessons.
LAN Cable: Use a direct Ethernet cable from your router to your computer for a stable connection.
Power Outage Apps: Use local tracking apps (such as EskomSePush or local grid notifications) to anticipate scheduled power cuts.