This article explains shared enrollment-management expectations for live Outschool classes, including fixed-length, recurring weekly, and tutoring classes. Across these class types, teachers may need to make changes to one meeting, the full section, or one learner enrollment.

A meeting is one live class session. A section is the broader scheduled offering that contains the live meeting or meetings. A learner enrollment is the learner’s registration in a section.

Because meetings, sections, and learner enrollments work differently across fixed-length, recurring weekly, and tutoring classes, use the article below for your class type when you need to make an enrollment or scheduling change.

Additional Notes:

Teachers are expected to hold live meetings as planned whenever possible. If you need to cancel or reschedule a meeting, including for holidays, personal travel, or other planned absences, make the change at least 24 hours before the meeting begins unless you have an extenuating circumstance.

Canceling or rescheduling within 24 hours may violate Outschool policy unless there is an extenuating circumstance or the enrolled family requested the late change. Communicate clearly and proactively with enrolled families so they understand the updated schedule, any refund or replacement-meeting expectations, and what to expect next. Keep in mind that families may not observe the same holidays or breaks.

Use the management article for your class type to complete the correct cancellation or rescheduling process and to review any related refund expectations:

If your section remains open for enrollments, be prepared to teach any learners who enroll, including last-minute enrollments. Learners may enroll and join a live class up to 5 minutes after the class start time.

Make sure your email settings are enabled so you receive notifications about new enrollments. If your section remains open for enrollments within 24 hours of the start time, plan to teach the class as scheduled. To support families who may enroll or arrive right as class begins, start the Zoom meeting on time and remain in the meeting for at least 10 minutes.

If your class section has fewer than the minimum enrollments you set when creating the listing, you are still expected to either:

Teachers may need to withdraw a learner from a live class section. Before withdrawing a learner, communicate with the family and consider whether another option would better resolve the situation, such as offering a refund, suggesting a different class format, or transferring the learner to another section of the same class.

If you withdraw a learner, explain the reason for the withdrawal, refund any prepaid meetings that will not be taught, and let the family know that the learner will lose access to the classroom and class content. If a learner misses 3 consecutive classes without communication, you may cancel the class or withdraw the learner, but you should notify the family before taking action.

Teachers may also transfer a learner to another section of the same class. Transfer a learner only at the family’s request or with their consent. A learner cannot be transferred to a different class.

Use the management article for your class type to complete a learner withdrawal or transfer:

Timely communication helps families understand class changes, enrollment updates, and what to expect next. Teachers should notify families about class changes and respond to parent questions about enrollments or other class concerns.

During regular school days, Monday through Friday:

During weekends and holidays:

For urgent issues that require immediate assistance, parents should contact Outschool Support.

Teachers must respond to at least 50% of parents who have active enrollments in their class within four days. Teacher response rate is determined by the time it takes for a teacher to reply to a parent’s first message. Response rate does not include responses to transfer requests, learner messages, or messages within the classroom.

If you will be unavailable for a period of time, you can enable Away Mode to automatically respond to new parent messages. Messages received while Away Mode is active will not count against your response rate. Away Mode does not excuse teachers from teaching any already-scheduled classes. Learn more in Teacher Communication Tools.

Repeatedly missing, canceling, or starting class late without notifying families, along with failing to respond to parent inquiries about enrollment, creates a negative class experience that does not meet families’ expectations.

Failure to meet communication expectations, including the response-rate standard above, may result in an incident. Accumulating multiple incidents could lead to restrictions or removal from the platform.