When *both* a candidate and an expert have opted into a recorded session - Zoom will automatically record the session.

The recording will then be automatically run through a transcription tool.

Please note - this functionality has not yet been built and we are still evaluating if it is interesting / relevant for candidates and coaches alike.

How does automatic transcription of sessions work?

Prepfully is the go-to place for end-to-end interview preparation. Experts like you help candidates to hone their interview skills
If you’d like to become an expert - reach out to us at support@prepfully.com

We take your privacy *extremely* seriously.

We don't share your name or email with candidates; don't anticipate needing to share it with them, and don't intend to ever do so without your explicit permission in advance.


We do share what we call an "anonymized profile" with candidates. This consists of your years of experience, and role/title at companies relevant for the mock interview you are providing. This reassures candidates that they are being coached by someone well qualified at helping them out :)

We use Zoom for sessions, and you can also configure your name to appear as whatever you'd like on Zoom. 

What occurs within a session is between you and the candidate. 

Since the "is the session audio vs video" question comes up occasionally - we don't prescribe this in either direction

Some candidates prefer not to have their video on. If this makes you uncomfortable, you are welcome to cancel the interview - this won't be held against your reliability statistics.

Some coaches prefer not to have their video on. If this makes a candidate uncomfortable, they can request cancellation of this interview, and they'll receive a refund.

Having said that - if you do choose to reveal your identity, or alternative share information which could reveal your identity - we do want to manage expectations that we cannot be held responsible for any follow-up situations which might occur. A lot of our experts prefer doing this so they can establish relationships with the folks they coach - and we  respect your choice to do so, if you think this makes sense. In this case however, we do want to caveat that we shall not be held liable if any consequences potentially arise from the disclosure of your identity. Additionally, while establishing a relationship beyond Prepfully is totally fine, doing so for the purposes of avoiding Prepfully's commissions to continue coaching beyond does violate our terms of service. If we detect this occurring, we will need to pause your coach profile on Prepfully. Even before we detect this, you will likely see a drop-off in sessions coming your way because "rebook rate" (i.e. how many candidates choose to book you again via Prepfully) is one of our primary metrics which determines your ranking in our search results and outreach algorithm, since this is a great proxy of how good an experience they had with you. 

Absolutely - we take privacy very seriously. Your personal details are completely secure with us and will never be shared with anyone without your consent.


Your remuneration per session varies based on the company and role for which you’re registered to help candidates. For details on what you can expect, please reach out to us at support@prepfully.com

Your remuneration per session varies based on the company and role for which you’re registered to help candidates. 

Sessions are generally 1-hour long. The content could be a Mock Interview or an Expert Advice Session based on the candidate’s requirement. 

If a candidate has provided a special request or a preferred session type, this will be included in the request link where you can accept a session. If there are any changes in requirements, we'll likewise notify you the moment we receive them from candidates too. 

Sessions are generally 1-hour long. The content could be a Practice Interview or an Expert Advice Session based on the candidate’s requirement. 

We cannot commit to a specific number of sessions. 

This is because our request volumes vary widely depending on which companies are hiring - and this pattern changes over time.

We expect to reach out between 1 and 5 times per month, for most roles. We’ve seen up to 30 requests within a single week for specific roles though. And this is why we will always check with you to ensure you are available, before locking in a session; you always have the option to decline a session, and there is no consequence to declining (if you decline more than 6 sessions in a row, we might check-in to ask if you'd like us to keep reaching out; the last thing we want to do is spam you!)

PS - If you aren't available for a session, but are available at an alternative time instead - just let us know what works and we'll see if we can schedule something within that :)

We cannot commit to a specific number of sessions because requests vary widely depending on which companies are hiring for different roles at different points in time.

How many sessions can I expect per month?

No. We consider all experts as independent contractors, not employees.
Please do ensure you file taxes for any earnings through Prepfully based on the tax laws that you are bound by.

No. We consider all experts as independent contractors, not employees.

Does Prepfully file taxes on my behalf for my earnings on Prepfully

Does Prepfully file taxes on my behalf for my earnings on Prepfully?

Please reach out to us at support@prepfully.com and we will de-register you immediately.

We'd really appreciate if you told us why though. If there's any way at all we can change your mind - do let us know! 

At the end of the day, we're a startup and it's only based on your feedback that we can become better.

Please reach out to us atsupport@prepfully.comand de-register you immediately.

How do I unregister myself as an expert on the platform?

We ONLY schedule a session after first checking with you explicitly, if you are available for it. So yes, it is super flexible.

There are no fixed hours of commitment required or expected. Prepfully is designed as a side gig, so you're always free to decline a session when you aren't available.

We do ask you (as well as the candidate!) to be punctual, so that precious time is not wasted on either side. 

If you are getting late - please let us know in advance so we can manage expectations accordingly with the candidate. 

And please do ensure a full 60-minute session since this is what we promise candidates :)

We only schedule a session after checking your availability - so yes, it is super flexible.

Are the session timings flexible? How many hours of commitment is needed?

The matching is done by Prepfully to ensure everyone’s privacy is protected. We'll make sure you're a good fit!

The matching is done by Prepfully to ensure everyone’s privacy is protected. 

This is because we balance the amount candidates are willing to pay for practice/advice for different roles and companies with what a fair expectation from experts would be.

If you feel that your experience justifies a higher remuneration, please let us know. This helps us understand where we are possibly mis-pricing a session for a candidate, and will run a test to see if candidates can afford your price point. 

We have tried this 15-20 times in the past, and (largely since we are still new and unknown), charging higher prices means our conversion drops to zero.

Please also note, if you operate on a different price point than our recommended pricing, then we will transfer the risk of refund requests to you. Our default prices are  calibrated to ensure that if refund requests ever do occur, we at Prepfully are able to bear the load but still compensate experts for the time and effort they have invested. If you operate outside the calibrated price range, we will have to transfer refund requests to experts i.e. if a candidate requests a refund, we will have to issue it and will be unable to transfer payment for a session.

In all honesty - we are not trying to compete with your hourly salary (and don't think we will ever manage to). We hope that Prepfully can be a weekend project for our experts much like it is a weekend project for all of us building it; a chance to add value, mentor serious candidates - and turn your knowledge and experience into a side-gig :)

We balance the amount candidates are willing to pay for practice/advice for different roles and companies with what a fair expectation from experts would be.

How do I get a higher remuneration than suggested by Prepfully?

Yes, we support quite a few payout currencies. Please drop us a note to check.

However, an important constraint is: you need to have an address in the country of the currency you're requesting. Our payout partner might require verifiable information related to your residency too (eg. a utility bill, proof of identity etc). 

These are requested on a case-by-case basis, and our entirely up to the payout providers - which they also do to stay compliant with global and local regulation. If a piece of information is requested, for a specific user-currency combination, and you decline to provide this, then it will not be possible to complete the payout. 

We can confirm this has never occurred thus far, but we do want to manage expectations of the risk.

For residents of the United States, we support payouts in USD. This is the currency which has the highest % of compliance checks (5% of of all payouts undergo checks, in our experience)

For residents of India - we support transfers in INR directly to your bank account.

For residents of the UK, we support transfers in GBP.

For residents of the EU, we support payouts in EUR. We also support some local currencies (eg. PLN, CHF).

For residents of Australia, we support transfers in AUD.

For residents of Canada, we support transfers in CAD.

For residents of Singapore, we support transfers in CAD.

All other countries and currencies will be evaluated on a case-by-case basis. If you need a currency not in this list, and this is the only option available to you: please check with us before you accept a session.

If you have a business account, we might have greater flexibility: but we will need to evaluate on a case-by-case basis, and we will need to sign a separate agreement. Please ensure your business account has an affiliated website and address, this is a mandatory requirement for our payout provider.

If your payout is in the same currency as your configured rate, we will bear all conversion costs in converting any candidate payments from their local currency to your payout currency. However, if you need a payout in a currency different to your configured rate, we will transfer FX currency conversion costs to you. The good news is that due to scale, we've managed to get these quite low.

If you need transfers via SWIFT, we will be unable to bear the transfer costs. We therefore recommend avoiding this mechanism entirely unless you have very good reasons for requesting this.

Can I get my remuneration in a currency other than USD?

Can I get my payout in a currency other than USD?

All Prepfully sessions are currently conducted over Zoom.

Once the session is scheduled and confirmed, you'll receive a calendar invite with a conference link. The link will be shared with both the candidate and the expert.

We recommend audio calling (and screen sharing where necessary, of course) to protect the privacy of the candidate as well as the expert, and use of video only if absolutely necessary and mutually agreed.

PS - we're constantly trying new tools which help improve the experience and protect all participants' privacy, so you might sometimes get an invitation to use something completely different too. 

If you have ideas re: alternative tools which work better - please definitely send them across to us on support@prepfully.com.

We currently use Google Meet for all sessions. 

At the moment, to protect the privacy of all individuals, we don’t support direct / live interactions between experts on candidates. 

You are always free to share your contact details when filling out feedback for the other participant; and they will have the option to connect with you if they'd like to.

We eventually plan to roll out anonymized chat though - so stay tuned!

At the moment, to protect the privacy of all individuals, we don’t support interactions between experts on candidates. 

Can I connect with other fellow users on the platform?

There are different rules for different circumstances. We’ve currently got experts across the world and across 1000+ companies, including all the top ones. Everyone has a different context they need to comply within, so we strongly recommend making sure you're compliant to avoid getting into any sort of trouble.

If you are nervous about this, we encourage you to check the regulations around tax and side-incomes in your jurisdictions, or with your companies if it would help you feel more confident. 

Our default guidance is to do this so long as you're comfortable and compliant doing so. Please don't reveal confidential information to anyone as part of your Prepfully coaching.

You can always deactivate your coach profile on Prepfully via your Prepfully settings.

There are different rules for different circumstances. We’ve currently got experts across the world and across 1000+ companies, including all the top ones, and we’ve never heard of anyone facing issues on this front.

In the rare circumstance that you’ve had a practice session with a candidate you are asked to interview at your company - we’d recommend you declare a once-off conflict to prevent any mishaps. Again, something that’s literally never happened till date.

we’d recommend you declare a once-off conflict to prevent any mishaps. 

Is there any potential conflict of interest?

Please don’t share any information which is considered confidential, proprietary or marked as ‘sensitive’ by your company. 

If you're an interviewer at your current company, please definitely avoid using any questions from the internal question bank.

Your employment contract is a good guide on such decisions. 

If it feels wrong to share, it’s probably better not to :)

Please don’t share any information which is considered confidential, proprietary or marked as ‘sensitive’ by your company.

Is there anything I shouldn’t share with the candidate?

Prepfully issues payouts to coaches within 2 days of a session being completed. This is way faster than almost all other competitors, which typically wait until month-end to issue payouts. 


PS - payouts for Nov and Dec 2025 are delayed by 2-5 days as we are migrating to a new payout provider.

Which accounts can Prepfully coaches receive payouts within?

Prepfully can support payouts to bank accounts across a large range of countries. Payouts are initiated using our payout provider Tazapay Pte Ltd (a Singaporean fintech startup). Prepfully covers transfer costs and conversion costs in case there are multiple currencies involved. 

EUR bank accounts for EU residents (also several local currencies such as PLN)

AUD bank accounts for residents of Australia

SGD bank accounts for residents of Singapore

CAD bank accounts for residents of Canada

We're also able to support quite a few more, but we need to handle these on a case-by-case basic.

Prepfully also supports transfers to PayPal accounts. However, please note: PayPal charges business recipients fees on inbound transfers; and this varies based on your account setup, residency, default currency etc, so we would strongly recommend double checking this so you don't get hit with any surprise fees at your end. Prepfully will not add any fees at its own end, of course.

When is a Prepfully payout transferred to a coach?

Payments are transferred to your preferred account as soon as we receive feedback from you for the candidate. Please do ensure you send this within 24 hours of completing the session. If for some reasons you're unable to make the timeline, please let us know at support@prepfully.com so we can manage expectations with the candidate. Candidates have requested refunds for sessions where they didn't receive written feedback, so if you consistently miss filling this out - we will be unable to issue payouts in situations where candidates have requested refunds.

We aim to initiate transfers within 48 hours of your written feedback being received. Transfers are often instantaneous; however in some international transactions funds can show between 5-10 days to show up depending on your receiving bank. There is often also an additional delay of 1-2 days the first time we issue your payout, since we need to get your payout preferences set up in our system.

Finally, to comply with AML and KYC obligations, it's possible our payout provider might request additional information. They will provide a secure link to upload information, if this is needed.

Prepfully also supports payouts to PayPal accounts

Prepfully issues payouts to bank transfers and Wise accounts. 

Bank transfers are supported in all countries where Wise can issue transfers.

Wise account transfers are supported to anyone who has a Wise account.

Prepfully covers currency conversion and transfer charges for both mechanisms.

We also support PayPal, but only in exceptional circumstances (we migrated away from PayPal due to high and unpredictable fees imposed on recipients (2-6%); plus very unresponsive support). 

We are rapidly expanding these though, so do check with us at support@prepfully.com if these mechanisms don't work for you, and we'll try to figure something out.

We aim to initiate transfers within 24 hours of your written feedback being received. Transfers are usually instantaneous; however in some international transactions funds can show between 5-10 days to show up depending on the receiving bank. There is often also an additional delay of 1-2 days the first time we issue your payout, since we need to get your payout preferences set up in our system.

Prepfully requests candidates to submit documents such as official mail from the recruiter, to prove the final status of their candidature.

How would I confirm whether the candidate got the job?

Refunds due to dissatisfaction with the session

We will forward the feedback we received from the candidate to you, so you can incorporate it (where valid and/or viable) into future sessions.

However, after a refund is requested a second time; we will give you two choices for future sessions:

Option 1: The risk of refunds is transferred to you; i.e. if a candidate requests a refund - we will be unable to transfer payment for the session.

Option 2: We can pause reaching out to you for additional sessions after this point.

If the refund was requested since the candidate didn't receive written feedback (and therefore a "hiring decision" against which they could assess themselves) - you receive 50% of the promised amount.

Once this happens more than 3 times, we transfer the risk entirely to you i.e. we will be unable to transfer payment for a session where a refund was requested due to delayed written feedback.

Please don't let it reach this stage. A refund has only been requested once for this reason, in our entire existence. We'd really like to keep it this way :)

Do I still get paid if the candidate demands a refund?

Once 20min have passed, you will be able to mark your candidate 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 candidate gets notified to join when you start marking them as a no-show. If they join in late - you only need to provide the remainder of the 60-min session for them. Very often, they might just be running a few minutes late; or have missed the timing - and this reminder can help bring them into the call immediately.

If a candidate doesn't show up even after 20-minutes, please feel free to drop off from the call.

If the candidate was just delayed for some reason, and they can join in for the remaining time, we'll email you right away and request you to join back in. In this scenario too, you're only expected to fulfil the remaining time in the 60-minute session.

If the candidate is indeed a no-show, we'll investigate to understand why they couldn't make it. If you're covered by Prepfully's no-show policy, you will receive 50% of the session cost for the no-show session, up to a maximum of $100, for time waited. There is no need to wait for the full hour; or to fill out written feedback for the candidate. This transfer is initiated by the end of the current month (or the next month if this happens after the 28th of a month). If you're feeling generous (especially if the candidate has had an emergency of some sort - we'll let you know for sure; candidates also often include the context further down), you're welcome to waive the no-show fee, but this is entirely your call.

When are coaches NOT covered by Prepfully's no-show policy?

Coaches aren't covered by Prepfully's no-show policy if any of the following situations occur

If you've accepted a session less than 6 hours away AND the candidate had provided slots further out, and the candidate misses a session because they didn't see the notification in time - the no-show policy will not apply

If you've requested a custom higher payout rate per session for Prepfully candidates than is allocated by default, you won't be covered by Prepfully's no-show policy. This is because Prepfully is unable to cover the risk of higher no-show rates and fees in the context of higher-rate sessions. Your no-show coverage will automatically be marked inactive, you can always see the latest status in your Policy Settings

If you've cancelled / rescheduled a session at short notice, OR if you've previously been marked a no-show, you won't be covered by Prepfully's no-show policy. As a once-off you can regain coverage, after providing "n+1" free sessions on Prepfully, where n = number of sessions you cancelled at short notice or where you were marked as a no-show (agnostic to the reason). This balances candidate and coach interests -- if a coach doesn't have no-show coverage - candidates will be able to cancel or no-show without consequence in sessions with them; agnostic to the reason for which they miss a session or cancel at short notice.

Does Prepfully have a balanced approach to cancellations and no-shows?

Prepfully has one of the most balanced late cancellation and no-show policies for coaches. A lot of competing platforms provide a $10 token payout. Some of them provide a fixed $50 payout. Prepfully has ensured if a coach blocks their time for a session, then they receive fair compensation if there's a last minute cancellation. Literally the only scenario in which a coach is left hanging in such a situation, is if they've themselves left a candidate hanging in the past. Prepfully's always tried to take feedback from both candidates and coaches into account when developing this policy though; which is why this has undergone more than 20 iterations before landing on this version. And if you have suggestions on how it should be further improved, please definitely reach out via prepfully.com/contact-us

Please let us know at support@prepfully.com if you have any questions.

What happens if my candidate is a no-show, or does last-minute cancellation?

We'll let you know right away, of course.

We typically ask candidates to let us know of reschedules ~24 hours before the session. Therefore, we'll try to let you know as soon as we find out. It might sometimes take us a bit longer due to timezone differences. Since experts like yourself have the ability to accept sessions which are as close as 1 hour away, cancellations can sometimes occur in even shorter windows.

In rare situations, candidates have emergencies such as technical challenges or medical issues. This has happened less than 0.5% of the time until date. In this scenario, we might ask you to make an exception and reschedule a session last-minute, to accommodate their need. We do this in very limited circumstances, when we are convinced that the candidate truly cannot make it for the session.

What if a candidate cancels a session scheduled with me?

Please let us know right away if you feel you're unable/unwilling to make it for a scheduled session. A lot of candidates rely on these sessions for deciding if they are ready for their preparation, so it's really important that we manage their expectations.

We try to inform candidates at least 12 hours prior to their session time - so please try to let us with at least that much notice. This helps us both manage candidates' expectation, and also arrange a new session with a new expert when viable. If you're available for a reschedule, let us know which alternative timings might work for you too; we'll try to rearrange the session but we can't guarantee this since it will depend on the candidates' timeline.

For last-minute cancellations or reschedules (we understand, it happens to everyone) - please let us know right away. For these sessions - please join the session for just 2 minutes - and let the candidate know in person that you'll be unable to complete the session at the scheduled time. We ask this since we don't yet have global support coverage; and will often be too late to inform candidates about last-minute cancellations. If you're available for a rescheduled slot, this is also an opportunity to agree on a new timing with the candidate - just let us know the new timing and we'll reschedule the invitation.

If Prepfully brought the candidate to the coach -- Prepfully will cover the cost of the chargeback. We take this risk on ourselves; some candidates are simply fraudulent and we don't want to expose coaches to their behavior.

However, if a session was booked in a private coach link - and this session is later charged back, we will have to invoice you both the full cost collected from your candidate as well as Stripe's chargeback fine.

Please email us on support@prepfully.com if you have questions on this

How will expert Prepfully payouts be affected in the case of chargebacks?

Yes - experts can reschedule or cancel a session in several ways.

choose a new slot from the candidate's availability, if you accepted the session request less than 6 hours ago.

if it's been more than 6 hours - request a reschedule or cancellation via your session link.

if you agreed to a new slot in-session, modify the session timing with your candidate's consent.

However, these reschedules can be extremely disruptive for candidates. 

Candidates pay upfront for these sessions, and plan their interview loops around the feedback they hope to get for these. 

They are (rightfully) very upset when these plans get disrupted, especially because Prepfully goes to quite some lengths to prevent candidates from creating equivalent disruptions for coaches.

If there's a once-off emergency, we would always understand (and we hope your candidate would too). However, if you're repeatedly modifying / cancelling sessions, or not showing up for them - we now take specific actions.

Therefore, once you cross a certain threshold, you will start getting charged for these reschedules, in the form of deductions to your payouts. 

If you exceed a larger threshold, specific reschedule or cancellation options will progressively get disabled to keep your modification rate healthy.

Finally - if you have a modification / no-show rate that is unreasonably high, your coach profile will be disabled. 

Good to know: it can take 3 - 12 months to re-activate your coach profile. There is currently no way to accelerate this, since there is a backlog of almost 3,000 coaches to onboard which you will get added to the back of.

How can this de-activation be prevented? 

The ideal way is to respect the commitment and the candidate's time (and the fact that they've paid for this session), and reschedule your clash in favour of Prepfully's session. 

If this isn't possible - the least we would ask is for you to request the modification at least 1-2 days before the scheduled slot, so that candidates can make alternative preparations. Good to know: Cancellations are weighted 1.5x reschedules. Last-minute changes are weighted 2x those which are made timely.

Finally - if you really need to cancel last-minute - we ask you to take out just one minute to join the session link (even if it's via your mobile), and let candidates know why you can't make it. It's the human thing to do. You'd want the same if you were the candidate in this situation

We've written this as an unusually heartfelt FAQ. We painstakingly built and deployed "reschedules and cancellations" for coaches since this was one of your most requested features. Ever since we did, coach modifications have spiked by 600%. If we don't bring this down to reasonable levels, we will have to remove this functionality - there is currently a clear "imbalance". 

Please do use these tools only if no other options are available - otherwise this will just end up becoming one more "this is why we can't have nice things" meme.

However, good to know: Prepfully collects fees from candidates upfront, to minimize frivolous bookings (unlike several other platforms which will happily schedule time into coach calendars and only request payment from candidates later - which brings a lot of bookings, but a way larger number of cancellations). This policy was implemented purely out of respect for coaches' time - Prepfully is super aware that coaches do mock interview sessions for a tiny fraction of the value they deliver within these sessions.

Therefore, Prepfully also asks coaches to be responsible when it comes to declining or canceling requests. This is for several reasons

Since candidates pay upfront, that means their funds are effectively locked while waiting for you. In the same way as Prepfully guarantees respect for coaches' time, we also ask you to be mindful of the stress that blocked funds without any response or where they feel betrayed with last-minute cancellations can induce on candidates.

Prepfully candidates book time with coaches, with great hopes of how much you can help them in their interview prep journey. Let's try to not make them cynical :)

Coaches can decline a Prepfully request at the time they receive an inbound

If you've received a request, you will be able to choose from a range of options when declining

if you choose "I'm not available", we will ask you to update your availability so that (a) we don't spam you with requests during a busy time, and (b) candidates don't keep booking you only to be disappointed.

if you choose "I can't support this request", we will ask you to provide specifics so that we can likewise automatically block such requests in the future. For instance, if you received a booking from a "Meta" "PM" candidate for a "Product Sense" mock, you will be able to decline "Meta" requests, "PM" requests and "Product Sense" requests independently. Based on which of these you select (you can select more than one), we will automatically block those requests in the future. That way, you only need to decline a specific type once.

Finally - if you know in advance that you're traveling, or low on bandwidth - please just mark yourself on "hibernate" mode. This way candidates won't block time with you. As with everything Prepfully does, we've tried to make this a win-win too; coaches won't feel spammed with inbound requests in these windows - and candidates won't feel disappointed they paid for something that was never schedulable to begin with.

Coaches can also cancel a Prepfully request after it's scheduled

If you're already booked (eg. if a candidate booked one of your instant slots, or if you accepted an inbound request), you can choose from a range of options when canceling.

if coaches choose "I'm not available", we will ask you to update your availability so that candidates don't keep booking you only to be disappointed. This is mandatory at this stage. Please note: if you have a high rate of canceling or modifying "instant book" requests due to a change in your availability, we will automatically hide these for future candidates. This will lead to a drop in requests, since coaches with unmasked "instant book" slots (which don't require a confirmation from the coach before being slotted into their calendar), tend to receive a higher number of bookings.

if you choose "I can't support this request", we will ask you to provide specifics so that we can likewise automatically block such requests in the future. For instance, if you received a booking from a "Google" "EM" candidate for a "System Design" mock, you will be able to decline "Google" candidates, "EM" requests and "System Design" requests independently. Based on which of these you select (you can select more than one), we will automatically block those requests in the future. That way, you only need to decline a specific type once.

Finally - coaches can also cancel a session after it starts

If you realize the scope requested by a candidate, is something you'll not be able to support after a session starts, please let the candidate know you'll cancel and refund this session. You can also choose to cancel for other reasons; for instance if you feel the conversation with the candidate is not going well (eg. turning unprofessional), or if you're being pushed into sharing content you're not comfortable sharing. 

This is agnostic to how much time was spent in a session; if you choose to mark the session as cancelled, the candidate will receive a full refund, unless you explicitly discussed in-session to a partial refund, and a candidate agreed to this. Please notify us if this is the case, we will verify this using your session's transcript. If for some reason the session was moved outside Zoom and a transcript is unavailable: we will not be able to support partial payments; the candidate will receive a full refund in such scenarios.

In transparency: this happens incredibly rarely, but we're cognizant this does happen - as of Apr 2025, in 0.1% of all sessions. We'll always support your right to cancel and refund a session in such scenarios. However, to minimize inconvenience to yourself: if you're uncertain about whether you can support a session, we always recommend canceling pre-session, and as early as possible, so that a candidate can make alternative arrangements. Again, since payment is collected upfront when a candidate books a session, the timing matters a lot. If there are a very large number of last-minute or in-session cancellations for situations where a candidate has provided context in advance (for instance, through uploading their job description; or providing a special request) - these cancellations will start counting against your reliability score.

How cancellations affect your reliability score: 

If you cancel within 6 hours of the session being scheduled, it will not count against your reliability score. 

If you agree with a candidate in-session to cancel and refund a session, you can mark a session as cancelled after it begins via your session link. This doesn't count against your reliability score either, since you made the effort to join and notify the candidate, and managed their expectations regarding the reason for cancellation. 

And we don't look at the time range at all for reliability scores when you cancel a request due to not being able to support a specific ask made by a candidate, you're always welcome to cancel such sessions since the last thing we want to do is to put you in a spot where you're asked to cover a topic or scope you're unfamiliar with.

However, if you are marked a no-show for a session because you chose to miss it entirely, this will count against your reliability score, primarily because this is an incredibly unpleasant experience for a candidate, and as a platform: we have a responsibility to defend candidates from situations of this nature.

Ultimately, as with all marketplaces, we try to balance interests between bookers (i.e. candidates) and service providers (i.e. coaches). We think Prepfully achieves a better balance than most; through ensuring coach time is protected with upfront payment collection, yet candidate interests are also protected through tracking coaches' reliability and responsiveness scores. The degree of thought is way more than that of other marketplaces, which is reflected in unusually high candidate re-book rates; as well as very high coach retention on the platform.

Can I cancel or decline a request/booking?

Frequently asked questions