Frequently asked questions

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 [email protected] if you have any questions.