How to deal with lesson cancellations: A tutor’s guide

Last-minute cancellations can be one of the most frustrating parts of tutoring. They disrupt your schedule, affect your income, and often lead to awkward conversations. A clear cancellation policy helps set expectations from the start and makes cancellations easier to deal with when they occur.

In this article, we’ll explain what a cancellation policy is and why it matters, outline how to create one that’s clear and easy to enforce, and show how and when to communicate it effectively to your clients.

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What is a cancellation policy?

A cancellation policy sets out what happens if a student cancels a lesson, particularly at short notice. It usually explains:

• How much notice is required
• Whether the lesson will be charged
• How cancellations should be communicated

While it can feel uncomfortable to think about enforcing these rules, cancellation policies are a normal and important part of tutoring.

Cancellations matter more than many tutors initially realise. A clear cancellation policy protects your time as well as your income, and establishes expectations early, helping to avoid awkward conversations down the line. Rather than being defensive or inflexible, a cancellation policy simply establishes a professional boundary – one that most parents and students expect tutors to have in place.

The real cost of cancellations: why a policy matters

One of the main reasons tutors struggle to enforce cancellation policies is that they feel guilty about charging. But cancellations have real costs.

Late cancellations can lead to:

• Lost income from sessions you had planned to teach
• Gaps in your timetable that can’t realistically be filled at short notice
• Unpaid preparation time already invested in that lesson
• Opportunity cost, where you’ve turned away another student to keep that slot free

Many tutors underestimate the cumulative impact of repeated cancellations. While one missed lesson may not feel significant, the costs add up quickly. For example, if you charge £40 per session and tutor for 46 weeks a year, just one late cancellation each week amounts to £1,840 lost annually – all from a single slot.

What to include in a clear cancellation policy

Clarity is key when it comes to cancellation policies. Most disputes arise because something wasn’t clearly defined upfront. The more specific you are, the fewer problems you’re likely to encounter later on.

Notice period

Your policy should clearly state your notice period and exactly what counts as a late cancellation. This might be cancelling with less than 24 hours’ notice before the lesson’s scheduled start time, 48 hours’ notice, or another timeframe that works for you. Avoid vague wording and be as precise as possible so there’s no ambiguity about when a cancellation becomes chargeable.

Charges

Explain what happens if a lesson is cancelled late. Will you charge the full lesson fee, a reduced amount (e.g., 50%), or follow another arrangement? Being upfront about charges helps manage expectations and reduces the likelihood of pushback.

For example, some tutors charge 50% of the lesson fee if a session is cancelled with less than 48 hours’ notice, and 100% if cancelled within 24 hours. Others charge the full amount for any cancellation within 48 hours. There’s no single “correct” approach – the key is that your policy is clear and consistently applied.

How cancellations should be communicated

Make it clear how students or parents should cancel a lesson. Should they message you directly, email, or use a booking system or platform? Clear instructions prevent confusion and ensure cancellations are handled smoothly.

Rescheduling vs cancelling

Decide how you will treat rescheduled lessons. A last-minute reschedule usually affects your time in the same way as a cancellation, so it’s often treated similarly.

Some tutors are flexible when a lesson is moved within a short timeframe – for example, later the same day or from a Saturday to a Sunday. However, moving a lesson to the following week is usually treated as a new booking rather than a reschedule, meaning the original lesson is still charged.

No-shows

Clarify how you handle no-shows. You might decide that if a student hasn’t joined the lesson after a set period, it counts as a no-show and is charged in full. For example, on PMT Education’s tuition platform, lessons are marked as no-shows if the student hasn’t arrived within the first 15 minutes and the lesson is fully paid.

Tutor cancellations

Your policy can also cover what happens if you, as the tutor, need to cancel a lesson. Explain how much notice you will give, whether the lesson will be rescheduled or refunded, and how you will communicate the change. Treating your own cancellations consistently and transparently demonstrates that the policy is fair for both sides.

Overall, the clearer your cancellation policy, the easier it is to enforce – and the fewer uncomfortable conversations you’ll have as a result.

When and how to communicate your cancellation policy

It’s essential to communicate your cancellation policy clearly to your clients. Doing so helps prevent pushback, as you can simply refer back to the agreed terms.

When to share it

Ideally, you should share your cancellation policy before your first tutoring session. You can share it in different ways, but the key is to ensure clients fully understand the policy and agree to it before you start enforcing it. Use language that is professional, clear and friendly and avoid over-explaining or apologising for having a policy.

How to share it

If you tutor through a platform like PMT Education, your cancellation policy is typically built into the booking process, meaning clients agree to it when they schedule lessons.

If you tutor independently, you’ll need to share your cancellation policy yourself. This could be:

• In a message, once lessons have been agreed
• On your website
• In an onboarding document
• On a booking page

However you communicate it, the key is to make sure that clients see and understand the policy upfront.

Introducing a policy partway through tutoring

If you introduce a cancellation policy after tutoring has already started, make it clear that it applies from now on. Frame it as a standard policy you’re introducing for all clients, rather than a response to a specific incident.

Enforcing the policy (and sticking to it)

A cancellation policy only works if it can actually be enforced. For independent tutors (i.e., those not tutoring through a platform), pay-as-you-go arrangements can make enforcement more challenging if a client refuses to pay. Accepting upfront payments or requiring payment for blocks of lessons can make enforcing your policy easier.

If a parent does refuse to pay for a late cancellation, remain calm and professional. Restate the agreed policy and explain that the charge reflects the time you had reserved for their child. If a client repeatedly refuses to respect your policy, it may be a sign that the arrangement isn’t working long-term. Cancellation policies are only effective if you are prepared to uphold them consistently.

Should you ever make exceptions to your cancellation policy?

Flexibility can be appropriate in certain situations, and having a cancellation policy doesn’t mean you must apply it rigidly in every case. For example, you might choose to make an exception if it’s the student’s first late cancellation or if there’s a genuine emergency.

Allowing a “one-off” exception – where the first late cancellation isn’t charged – can help maintain a positive relationship while giving you the chance to clearly explain and reinforce the policy for future lessons.

The key is that any flexibility should be intentional, not automatic. Deciding in advance how you’ll handle exceptions makes it easier to respond calmly and confidently, rather than feeling pressured to make a decision in the moment.

What to say when enforcing your policy

Knowing what to say when enforcing your cancellation policy can make these conversations much easier. The following examples show how to communicate clearly and professionally in different situations, from first-time late cancellations to repeated issues.

• Scenario: First offence, you’re choosing not to charge

“No problem this time – I won’t charge for this cancellation. Just to let you know, for future reference, lessons cancelled with less than 48 hours’ notice will be charged in line with my cancellation policy.”

• Scenario: Late cancellation, charge applies

“As the lesson was cancelled with less than 48 hours’ notice, it’s charged in line with my cancellation policy (or [name of tutoring platform]’s policy, if applicable). This covers the time that was reserved for the session.”

• Scenario: “We didn’t realise” / “That seems unfair”

“I understand it’s frustrating, but the cancellation policy was shared before lessons began and applies to all students. The charge reflects the fact that the time was reserved and couldn’t be reallocated.”

What to do if a student keeps cancelling

Repeated last-minute cancellations are a different issue and usually need to be handled more firmly. If a student frequently cancels at short notice, late cancellations should be charged in line with your policy. In many cases, consistently applying your policy actually reduces future cancellations by making expectations clear.

• Scenario: Pattern emerging

“I’ve noticed there have been several last-minute cancellations recently. I just wanted to check whether this time still works for you, as regular cancellations make it difficult for me to hold the slot.”

If cancellations continue despite this, it may indicate that the arrangement isn’t working. While it can feel uncomfortable, ending lessons can sometimes be the most appropriate option for both tutor and student. It allows you to protect your time and focus on students who can commit reliably.

• Scenario: You’ve decided to stop tutoring a student

“I don’t think this arrangement is working as intended, due to the number of late cancellations. I think it’s best that we stop lessons for now, so you can find a tutor that better fits your schedule.”

Cancellation policies on tuition platforms

Many tuition platforms have their own cancellation policies, which students agree to when booking lessons. These policies are usually communicated clearly at the point of booking and supported by systems that make handling late cancellations much easier – something that can be more challenging to manage when tutoring independently.

For tutors, platform policies can reduce some of the emotional pressure around enforcement. Rather than feeling like you’re personally deciding whether to charge, you can rely on another organisation’s policy that students have already agreed to. This helps keep expectations clear and conversations more neutral.

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Having a clear cancellation policy isn’t about being strict or inflexible – it’s about setting fair, professional boundaries that protect your time and income. When expectations are clear from the outset, there’s far less room for misunderstandings, awkward conversations, or frustration on either side.

Consistency matters more than rigidity. A cancellation policy that is communicated clearly and applied consistently helps students and parents take lessons seriously, while still giving you the flexibility to respond reasonably when genuine issues arise. Over time, this leads to smoother working relationships and fewer last-minute disruptions.

Ultimately, a well-designed cancellation policy supports both tutors and students. It helps you manage your time sustainably, focus your energy on committed learners, and run your tutoring work in a way that feels professional, fair, and manageable.

For more guidance on everything from setting your rates and platform fees to supporting anxious students, visit the PMT Education Tutor Blog, where you’ll find practical advice and resources to support you at every stage of your tutoring journey.

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