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Whether you have questions about scheduling, billing, or your account, we're here to help.
For program overviews before you write in, see SAT prep, K-12 tutoring, or browse articles on the blog.
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Frequently Asked Questions
How do I book a session?
Navigate to the calendar and select an available time slot with your preferred tutor. Both you and the tutor need to confirm the session at least 6 hours before it starts.
Can I cancel a session?
Yes! Cancellation policies vary by membership tier. RubyHaus members can cancel up to 24 hours before (50% penalty after), EmeraldHaus up to 12 hours before (50% penalty after), and DiamondHaus up to 3 hours before (25% penalty after). See our Refunds & Cancellations policy for details.
How do I join a session?
Click the "Join" button in your session details or use the join link provided in your confirmation email. Sessions are conducted via Zoom.
What happens if I miss a session?
If you don't show up for a confirmed session, 100% of the scheduled minutes are deducted from your hour bank. If the tutor doesn't show, you're not penalized and hours are returned.
How do hour credits work?
Your membership includes monthly hour credits. When you book a session, we place a hold on those hours. After the session completes, the hold converts to a debit. Unused hours roll over based on your tier: Ruby (no rollover), Emerald (1 month), Diamond (2 months).
How do I cancel my membership?
You can cancel your membership anytime from your dashboard. Cancellation takes effect at the end of your current billing period, and you retain access to your hour credits until then.