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Brand: Prepfully
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Senior PM at Stripe, Twitter

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.

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?

Prepfully does not record or provide recordings of sessions at the moment.

Any recordings done by Prepfully will only be done after explicit approval is received from both expert and candidate. Some sessions were previously recorded (always with coaches' and candidates' approval) - either to generate transcripts, or to publish recordings on Prepfully's YouTube channel.

We do plan to build an automatic transcription service at some point - however this is still under development.

The discount depends on how many sessions you book, and the role for which you are interviewing.

Currently - discounts start at 3% for a 5-session booking. They can go as high as 20% for a 20-session booking.

Some coaches are willing to offer steeper discounts on bulk bookings; Prepfully will share these transparently with candidates when this extra discount is available.

Sessions booked can be used across 1 year. However, they must be invoiced together i.e. paid in one go.

The first session doesn't count towards the bulk booking since it is already steeply discounted.

Profile-specific charges are waived in all bulk bookings (i.e. same expert, new expert etc). However, we can't guarantee specific/new experts for all sessions since this depends on expert availability - we'll try our best to achieve your requests.

If a session is cancelled/refunded for any reason - the discount will be removed or reduced first depending on total #sessions completed.

If you'd like to book additional sessions after completing the discounted ones, the price will default to the original.

If you'd like to book multiple sessions, and are interested in the discount level - please email us on support@prepfully.com. However, we'd always recommend doing 1 session first and assessing for yourself how useful the service is, before making a bulk booking.

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?

Senior PM at Stripe, Twitter

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