1. Introduction
SimplifyToday (the “Platform”) is committed to ensuring that cancellations and no-shows are managed fairly for both Providers and Users. This Cancellation, No-Show, and Refund Policy (herein referred to as the “Policy”) outlines how cancellations, no-shows, and refunds are processed on the Platform, empowering you with clarity and control over the process. By using the Platform, you agree to the terms set forth in this Policy.
Define Client
2. General Terms
2.1 Extenuating Circumstances
In recognition of unforeseen events that may prevent either Users or Providers from attending scheduled sessions, we provide a policy for extenuating circumstances to address situations outside of normal control.
For the purposes of this policy, extenuating circumstances refer to events that prevent either Users or Providers from fulfilling scheduled sessions and are beyond their reasonable control (“Extenuating Circumstances”). These include, but are not limited to:
- Medical Emergencies: Situations involving significant health issues or urgent medical care, including sudden illness, injury, or hospitalization.
- Family Emergencies: Critical events affecting immediate family members, such as accidents, serious illness, or unexpected caregiving responsibilities.
- Accidents or Unexpected Situations: Incidents such as car accidents, household emergencies, or similar disruptive events that prevent timely participation in scheduled sessions.
2.2 Notice and Evaluating Circumstances
In any case where Extenuating Circumstances apply, both Users and Providers are required to notify us as soon as possible. We will carefully evaluate each case individually, considering the details provided, to ensure as fair an outcome as possible for all parties involved. Possible outcomes may include rescheduling, full or partial refunds, finding a Replacement Provider, or other adjustments based on the nature and timing of the circumstances.
3. Cancellation
- User Cancellations:
- Cancellations made 24 hours or more in advance: Users will receive a full refund for the session.
- Cancellations made within 24 hours of the scheduled session: No refund will be provided. However, if the User reaches out to the Provider and the Provider agrees to reschedule, the session will simply be rescheduled at no additional fee. This rescheduling option is at the Provider’s discretion.
- Provider Cancellations:
- Cancellations made 24 hours or more in advance: Providers will provide a full refund to the User for the session.
- Cancellations made less than 24 hours in advance: If a Provider cancels within 24 hours, we will offer the User the option to find a replacement Provider at no additional charge, even if the replacement Provider charges a higher fee. We will assist the User in finding a suitable alternative.
- Extenuating Circumstances:
- We understand that life can be unpredictable. If a User or Provider is unable to attend a session due to extenuating circumstances, we will evaluate the situation on a case-by-case basis to determine the best course of action.
4. No-Show
A No-Show refers to a situation where a User or Provider fails to attend a scheduled tutoring session without prior notice or cancellation (the “No-Show” or “No-Shows”). For Users, this means not being present for a booked session and failing to cancel the session in advance, as outlined by the Site’s policies. For Providers, a no-show occurs when they do not attend a scheduled session without notifying the User or the Site beforehand. No-Shows disrupt the scheduling and availability of both parties and can result in penalties or other consequences, as detailed in this Policy and any other related Policies.
- User No-Shows:
- If a User fails to show up for the session without prior notice, no refund will be issued.
- Provider No-Shows:
- If a Provider fails to show up for the session, the User will receive a full refund for the session, and the Provider’s conduct will be documented for performance monitoring purposes.
- Extenuating Circumstances:
- We understand that emergencies and unforeseen interruptions happen. If a User or Provider misses a session due to unforeseen Extenuating Circumstances, we will review each case on an individual basis to determine the appropriate course of action.
5. Refund Processing
- All qualified refunds will be credited to the User’s in-store wallet immediately upon cancellation. Refund amounts will reflect the session cost minus any non-refundable transaction fees incurred through the original payment method (e.g., PayPal, credit card fees).
- Should a User wish to receive the refund back to their original payment method (e.g., PayPal, e-Transfer, or credit card), they must submit a refund request. Upon receipt of this request, we will process the refund to the original payment method within 3-5 business days, minus any non-refundable transaction fees.
