Cancellation, Rescheduling & Refund Policy

I.1 How to Cancel or Reschedule

To cancel or reschedule a session, notify Willow Kids by email at support@willow.kids or by phone or text at 1-844-900-0074. A cancellation or reschedule is effective only when received and time-stamped through one of these channels. Notice provided directly to a Coach is not effective unless confirmed in writing by Willow Kids. All timing is measured from the scheduled start time of the affected session.

I.2 Cancellation and Rescheduling Notice

A session cancelled or rescheduled with at least 24 hours’ notice is not considered used. The prepaid session is preserved and may be applied to a rescheduled date, or, if you choose not to rebook, the unused, prepaid session remains eligible for a prorated refund. A session cancelled with less than 24 hours’ notice is considered a used session and is non-refundable.

I.3 No-Shows

A session for which the student does not appear (a “no-show”) is considered a used session and is non-refundable. For a no-show, the Coach will remain available for fifteen (15) minutes after the scheduled start time before the session is considered used.

I.4 Refunds

Refunds are issued on a prorated basis based on unused sessions. Only unused, prepaid sessions are eligible, and amounts are calculated on the remaining balance of sessions not yet delivered. Completed sessions are non-refundable.

Tutoring services are delivered by independent Coaches, who are financially responsible for funding any approved refunds. Willow Kids facilitates the refund process but does not assume financial liability for completed or scheduled services.

Once approved, refunds are processed within five to ten (5–10) business days and returned to the original payment method.

Promotional or discounted packages are non-refundable unless otherwise stated.

I.5 Packages, Assessments, and Recurring Clients

Sessions purchased in a package, one-time assessments, and recurring weekly or monthly sessions are all subject to the 24-hour notice standard and the prorated, unused-session refund basis above. A session considered used is deducted from the applicable balance. Recurring time slots are held for you; repeated short-notice cancellations may result in a slot being released to other families. You may stop future recurring sessions at any time by notifying Willow Kids, and any unused, prepaid sessions remain eligible for a prorated refund.

I.6 Emergencies

Willow Kids may make an exception to a late-cancellation or no-show outcome in the event of a documented medical emergency, family emergency, or other extraordinary circumstance beyond your reasonable control. To request consideration, contact Willow Kids within twenty-four (24) hours of the affected session and provide reasonable documentation upon request.

I.7 Cancellations by Willow Kids or a Coach

If Willow Kids or your assigned Coach cancels or reschedules a session, the session is not considered used. You will receive, at your option, a session credit applied to a future booking, a substitute Coach of comparable qualification where available, or a refund of the prepaid value of that session.

I.8 Disputes and Resolution

If you have a concern with a Coach or a session, contact Willow Kids before initiating a payment dispute. Willow Kids will work with both parties to reach a fair resolution, which in some cases may include a credit or Coach reassignment instead of a refund.

II.1 The Company-Wide Standard Applies

The 24-hour notice window, used-session treatment of late cancellations and no-shows, and prorated refund basis described above apply to all of your client sessions. Willow Kids applies and enforces these terms through its booking and notice channels so that families receive consistent treatment across all Coaches.

II.2 Notice of Your Own Schedule Changes

When you must cancel or reschedule a confirmed session, notify Willow Kids and the client through Willow Kids’ approved channel as far in advance as reasonably possible, and ordinarily at least 24 hours before the scheduled start time, except in an emergency under Section II.6. Timely notice enables Willow Kids to arrange substitute coverage and preserve the client relationship.

II.3 Your Cancellations and Missed Sessions

If you cancel with adequate notice, the session is not considered used and you are not compensated for the undelivered session; Willow Kids will reschedule or arrange substitute coverage. If you cancel with short notice or fail to appear for a confirmed session, you are not compensated for that session, and Willow Kids will provide the affected client a credit, substitute, or refund. A pattern of short-notice cancellations or no-shows may affect your standing, future referrals, and continued engagement with Willow Kids.

II.4 Substitute Coverage

As soon as you know you cannot attend a confirmed session, notify Willow Kids through the approved channel. Willow Kids will coordinate a qualified, background-checked substitute Coach where available, or offer the client a credit or reschedule. Where a substitute delivers the session, the substitute is compensated for that session and you are not. You may not arrange your own replacement without Willow Kids’ written confirmation, so that vetting and quality standards are maintained.

II.5 Compensation and Refund Responsibility

When a client cancels with less than 24 hours’ notice or fails to appear, the session is considered used and is non-refundable to the client, and you are compensated in full at your session rate for that reserved time. For a no-show, remain available for fifteen (15) minutes after the scheduled start time to preserve full compensation.

As the independent provider of the tutoring services, you are financially responsible for funding any approved refunds for your sessions. Willow Kids facilitates the refund process but does not assume financial liability for completed or scheduled services. Approved refunds are issued on a prorated basis for unused, prepaid sessions; completed sessions and sessions considered used are non-refundable.

II.6 Emergencies

If you must cancel due to a documented medical or family emergency, or comparable extraordinary circumstance, the cancellation will not be counted against your standing, provided you notify Willow Kids as soon as reasonably possible. Willow Kids will manage client communication, credits, and substitute coverage in such cases.

II.7 Availability and Communication

You maintain an accurate availability calendar so that clients book only open times, confirm or decline session requests within twenty-four (24) hours, respond to Willow Kids’ scheduling communications within a reasonable time, and honor confirmed sessions punctually absent an emergency. These are scheduling-coordination requirements and do not govern the manner or means of instruction.

II.8 Disputes and Resolution

If a client raises a concern about a session, Willow Kids will work with you and the client to reach a fair resolution, which in some cases may include a credit or Coach reassignment instead of a refund.