italki wishes to ensure clarity so that everyone can have a positive experience connecting with teachers or language learners. We believe that our users are respectful and considerate of each other and we want to encourage this behavior. Below is an explanation of some of the situations you may face.
- If there is a problem with the lesson, we ask both students and teachers to provide evidence in the form of screenshots (showing any relevant information including time and date). This will help us resolve the issue faster.
- italki receives payment from the student once a lesson is confirmed guaranteeing that the teacher will be paid for the lesson. If a student is late, we require that the teacher be available to teach during the entire booked lesson time. However, teachers are not expected to make up lesson time lost due to student tardiness and are not required to continue the lesson beyond the official end time. This is a new requirement which clarifies the responsibilities of both parties. The principle is that the teachers time is booked and paid for.
- We don’t expect teachers to be on the video call waiting for the student to join. But you should be online and available so that when the student indicates he/she is ready to start the lesson, you’re ready to teach.
- If you need to leave your computer to get a drink or stretch your legs while waiting, send the student a message and let them know that you’ll be back at your computer in a few minutes. If a student goes online during that time and expects the lesson to start at least he/she knows to wait a moment for you to return. Otherwise, the student may think you’ve left and no longer wish to teach the lesson which may lead to confusion and or a dispute.
- It’s good practice to have these messages as they can serve as evidence if there’s a dispute.
- We require teachers to connect with their students on the agreed communication platform before the lesson time. For example, there can be confusion or miscommunication about emails or user IDs. By connecting before the lesson, both teachers and students can avoid problems during the scheduled lesson time. We hear of many instances like this which are easily avoidable, it is the teacher’s responsibility to ensure there is no confusion.
- If a student fails to attend a lesson it is the teacher's right to be paid in full. However, if the student had an accident, an emergency, or it was an honest misunderstanding, the teacher can choose to allow the student to reschedule. How to reschedule after the lesson time has ended.
- If there are any problems, we hope teachers and students can come to an agreement. If they are not able to reach an agreement, then they should contact italki.
italki Cancellation & Rescheduling Policy
- More than 24 hours before the lesson start time: Rescheduling of confirmed lessons is only possible if both the student and the teacher agree (this must be done via the italki platform).
- Within 24 hours of the lesson start time: Rescheduling of confirmed lessons is only possible if both the student and the teacher agree. At the lesson end time select "There was a problem", and select "Reschedule" as the resolution.
- More than 24 hours before lesson start time: Cancellation is only possible if both the student and the teacher agree. Cancellation is handled on the italki platform.
- Less than 24 hours to lesson start time: After the lesson end time, cancellation is possible by reporting a lesson problem but only if the other party agrees. In emergencies where a large number of lessons need to be cancelled, please contact email@example.com and request that italki cancel the lessons.
We have a standardized lesson, cancellation, and rescheduling policy which applies to all teachers and students. These policies were designed to prevent confusion and to make it easier for everyone.