Frequently asked questions

Yes, of course.

Please do so responsibly, of course.

• We collect fees from candidates upfront, to minimize frivolous bookings. This is done entirely out of request for coaches' time. However, we likewise expect coaches to only make themselves available on the platform if they're truly available.
• Candidates book time with you, 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.

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 you 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 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 reason; 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.

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 a far worse experience for a candidate.