Frequently asked questions

We rolled out quite some tooling for coaches to request modifications directly via their session links (rather than relying on reaching out to support). Regretfully, coach modifications spiked to 650% after this was introduced, leaving candidates deeply unhappy -- especially for last minute modifications and coach no-shows. Perhaps the "healthy friction" in the pre-modification-tooling days was a better balance for the Prepfully coaching marketplace :)

In this balance of interests, we unfortunately don’t have an ideal state. We've therefore tried our best to implement a solution that works for as many coaches and candidates as possible. I apologize if this proves to be a bit jarring, and if you have recommendations on how I can improve this balance, please email us on support@prepfully.com and we'll be keen to test iterations.

Here's the latest:

• We've introduced a "reliability score" which tracks coach modifications. This will start getting surfaced to candidates so they can make an informed decision around booking coaches with lower reliability scores especially if their interviews are relatively close.
• This score will also directly affect the extent to which modification tooling will be available to coaches. After you progressively hit lower reliability scores, this will reduce the availability of modification tooling in your session links.

We also added some nuance into how we handle last minute cancelations and no-shows

• Generally if a candidate cancels with short notice; or is marked a no-show, coaches are covered by Prepfully's no-show policy. However, if a coach cancels late or is a no-show, this policy gets deactivated for them to balance out the ecosystem.
• From the 2nd last-minute modification onwards - coaches will have a choice of providing a 50% extension or a 50% refund off the current / next session. A 2nd no-show will automatically pause the coach profile until a free session is provided to offset the inconvenience.

With this approach - we by default have a bias towards assuming the best case scenario; and therefore everyone will be covered by Prepfully's policy by default.

However if a coach does a last-minute modification or a no-show, our bias will shift to the candidate and we will no longer offer this coverage. And if coaches get marked as a no-show too often, they will (honestly with a lot of regret) be paused across all price modes, since the risk on candidate experience then becomes too high for us to sustain.