Parents will sometimes request refunds for Outschool classes. Our general refund policy details this process on the parent side, but this article details the process for teachers, providing specific guidance on how you should handle certain types of refunds.
We encourage you to proactively provide refunds in the following scenarios (which as you already know, makes for a better customer experience).
You canceled a class meeting, missed a class meeting, or shortened a section, and you were unable to reschedule or transfer the learner
You are running a specific teacher discount
A learner had a poor experience in class, and you were at least partially responsible
If a parent enrolls the wrong learner then wants to switch the enrollment, you should fully refund the incorrect enrollment once the correct learner is enrolled.
Before you’re paid for the class section, you should use the “change enrollment” button in your sections to issue these refunds. If you’ve already been paid, please contact Support at https://outschool.com/help to issue the refunds and send back any necessary funds to Outschool.
In some specific scenarios, Outschool may process refunds without communicating with you prior to issuing the refund. Outschool will make these refunds upon parent request. If you have already been paid, we will contact you to request a return of your 70% portion of the enrollment fee; Outschool will cover the remaining portion from the 30% service fee. You are expected to return funds within 7 days. The following are the specific cases where Outschool will initiate refunds:
Your class didn’t occur as originally planned. Parents receive a prorated refund for any of the following situations:
You missed, cancelled, or attempted to reschedule a class time. In the event that the parent is unable to attend the rescheduled meeting, they can request a refund.
If a class starts more than 5 minutes late or ends more than 5 minutes early, parents can request a 50% refund if less than half of the class was missed, and a full refund if more than half was missed.
If part of a multiday class is rescheduled and the learner is unable to attend the rescheduled meeting(s), parents can request a refund based on the number of meetings that were rescheduled.
If you do not teach the slated number of class meetings, parents can request a prorated refund.
For any other situation, parents are encouraged to directly contact Outschool for a refund, and Outschool may cover the cost of the refund in full.
Note that in the rare case where your class(es) are associated with an excessively high rate of refunds, Outschool will process all future refund requests from a combination of your earnings and Outschool’s share.