Palo Alto Networks Customer Success Manager

EY Senior Consultant

We need to balance your (the candidate's) need for flexibility, with your coaches' need for certainty that the time they're blocking will manifest in a payout. Many Prepfully coaches support mocks across a range of platforms, and we expect them to decline these paid commitments once a Prepfully session is locked in. 

Having said, that for both candidates and coaches -- sometimes, "life happens", and a reschedule is needed. Therefore, we help out when we can. 

In much the same way as when you book a flight - if you need to change the date, you will need to pay for this change. If you miss the flight (i.e. your session), your coach will still need to be paid for it, so you cannot get a refund if you don't show up. But if your flight gets cancelled (i.e. if your coach cancels your session), you get a free reschedule, or a no-questions-asked full refund.

We only charge where we need to, when there are either costs to cover coach fees, or support / staffing costs to assist with reschedules. We try to make charges are reasonable as possible, unlike a lot of our competition who absolutely refuse to assist with reschedules less than 24 hours away.

Quite a few reschedule and cancellation options are available for free. From the moment you book a session, until the session time is locked in, your reschedule is free. Likewise, if your session is far out and you cancel with a good amount of notice, and don't have a history of abusing this modification functionality - Prepfully usually waives the modification costs too.

However, if your session is just around the corner, your coach will naturally expect to be paid for the time they blocked. Therefore, for modifications less than 24 hours away - there is a 50% modification fee. And if you miss your session, regretfully there is not much we can refund for this, unless you explicitly agree to a free reschedule with your coach in-session.

In this context, here is a simple overview of modification costs:

From booking time - until the session time is locked in, pausing a session, modifying your availability, or cancellation is FREE.

Once session time is locked in - until 24h prior to the session time - Reschedules, cancellations or changes cost 25$/modification

From 24h before the session time - session time - Reschedules, cancellations or changes cost 50% of the session price.

After the session has started (no-shows) - reschedules or cancellations isn't possible, unless your coach didn't show up, in which case you are entitled to a full refund or a free reschedule.


If one or more sessions from the bulk booking are cancelled by you – the refund is calculated as follows:

Each session reverts to its non-discounted rate

Refund amount = “total paid for the bulk booking” minus “all completed sessions at the non-discounted rate”

As an example, if you purchase a 5-session bulk booking for a $200 coach at a 10% discount (i.e. $1000 $900), but then cancel 2 bookings: you will receive $900 minus 3 x $200 (undiscounted rate) = $300.
As another example, if you purchase a 3-session bulk booking for a $200 coach at a 50% discount (i.e. $600 $300), but then cancel 1 booking: you will receive $300 minus 2 x $200 (undiscounted rate) = -$100. You will effectively not receive any refund in such a situation.


Please reach out to support@prepfully.com for any questions or concerns, or if you encounter a bug.

The first reschedule is always free, and can be done up to 24 hours before the originally scheduled time. Cancellations are free until a session is picked up by an expert - after which there are fees associated.

What’s the reschedule and cancellation policy?

Yes, transcripts are available for some sessions, but not all. This is a beta feature we recently launched and are actively improving. Here's what you should know:

We're currently testing different transcription providers to find the most reliable option. This means the transcription service might occasionally be unavailable or experience issues. We appreciate your patience as we work through these initial stages.

Transcripts are typically available about 30 minutes after the session ends. Our system automatically processes the transcript using a service like Fireflies.ai, which takes up to 30 minutes.

Due to privacy regulations, we need consent from coaches to provide transcripts. We're actively working to get more coaches on board. This means transcripts won't be available for all sessions. 

We understand the value of transcripts and are working hard to expand their availability. We appreciate your patience as we continue to improve this feature during the beta phase.

Are transcripts available for Prepfully sessions?

Yes. A lot of coaches have configured discounts for bulk bookings. You'll be able to see this directly within the options to book the coach. Good to know: if a bulk booking is "partially cancelled" (Eg. by the candidate or the coach), the session prices falls back to the nearest discounted rate, or the non-discounted rate if you're already on the lowest. Therefore any refunds are issued after first reducing / removing discounts.

Yes, between 10-25% off depending on how many sessions you book, and the role you are interviewing for.

Is there a discount for multiple bookings

I'd like to book multiple sessions. Can I get a discount?

Once 15min have passed, you will be able to mark your coach as a no-show. Please use the "Mark expert as no-show" button in your session page. This button can only be clicked within the session window.

Your expert  gets notified to join when you start marking them as a no-show. If they join in late - rest assured that they'll provide a full 60-minute session to you.

If a coach doesn't show up even after 15-minutes, you can choose between a free reschedule and a full refund. 

Either way - we know that no-shows are super inconvenient and jarring; and therefore try very hard to minimize this. Coaches who don't show up twice in a row without an extremely good reason, are just removed from Prepfully, no matter how good they are. This keeps coach no-shows to less than 0.25% of all sessions.

Notify Prepfully. If the expert still hasn't shown up after 10 minutes - please take a screenshot, and reply to any of your confirmation or reminder emails to let us know. If we are online, we will help right away.

My expert hasn't joined the session, what should I do?

For single session bookings
Yes, but only if the coach is unavailable. Since different coaches have different pricing, you might need to pay the difference if the replacement coach charges more — or get a refund if they charge less.

For bulk bookings
Switching coaches midway (e.g., after 2 out of 5 sessions) isn’t possible. If you want to switch, you’ll first need to cancel the initial booking; you’ll receive a refund for the unused sessions after removing your discounted booking rate. You can then choose to book an alternative coach (for however many sessions you think are useful), at the rates they’ve configured. 

Therefore, we always recommend first doing one session with a coach and assessing the value for yourself before making a bulk booking

Please note:⁠ ⁠not all coaches have configured discounted rates. Each coach decides this for themselves, so we’re not able to provide bulk session discounts in situations where a coach hasn’t configured these.

Palo Alto Networks Customer Success Manager

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