📘 CHAPTER 6 OF 10 — OFFICIAL TEACHING MANUAL

Troubleshooting Student Issues: Scripts & Official Policies

Even with great communication, you may occasionally face a delicate situation—such as a same-day cancellation, a student asking for private lessons outside the platform, or a mismatch in teaching style. Use these official rules and scripts to protect yourself.

Scenario 1: When a Student Cancels on the Day of a Paid Lesson

Under our official rules (explained to all students upon enrollment), rescheduling a Paid Lesson is free if requested by the day before the lesson. However, if a student cancels on the day of the scheduled Paid Lesson (or fails to show up):

📌 Official Same-Day Cancellation Fee Rule (Paid Lessons Only):

• 50% of the 1-hour lesson fee (¥1,500 for 1-on-1)
• Plus actual out-of-pocket transportation fare already incurred (if you had already boarded the train or arrived at the meeting station before receiving the cancellation notice).

• This amount is settled by the student at the beginning of your next scheduled lesson.

Tip for Long-Term Retention: While you have the right to collect the ¥1,500 same-day cancellation fee, if a loyal long-term student experiences a sudden family emergency or fever for the very first time, offering a one-time courtesy waiver ("Please rest well today—

let's reschedule to next week at no charge this first time, and please keep the same-day rule in mind for the future!") often builds tremendous goodwill. If a student repeatedly cancels on the day or refuses to pay the cancellation fee, report it to info@atoc.biz immediately.

Scenario 2: If a Student Asks for Private Lessons Outside the Platform

Because you already receive 100% of the ¥3,000/60m lesson fee on our platform with zero commission deducted, you gain zero financial benefit from bypassing the office—while risking immediate permanent dismissal, loss of all your other platform students, and legal damages.

If a student ever suggests bypassing the school, decline politely using this script and notify our office:

Polite Refusal Script: "Thank you so much for enjoying our trial lesson! Because I am officially registered under contract with 7match Spanish Tutor Portal, I am strictly required to wait for the office's Enrollment Confirmation Email before scheduling our second lesson. As soon as you complete the enrollment with the office, we can start our regular lessons right away!"

Scenario 3: If You Feel Uncomfortable with a Student or Need Office Mediation

Your physical safety and peace of mind always come first. If a student ever makes inappropriate remarks, asks you out privately outside lesson hours, or behaves disrespectfully, you do not have to continue teaching them.

Contact our Support Desk immediately (info@atoc.biz / https://faq.atoc.biz/sup/#teacher) with:

Your Tutor ID & Full Name
The Student's Full Name
A summary of what happened (plus screenshots of any emails/messages)

Our office will handle the communication with the student on your behalf and reassign or terminate the student's membership if necessary.

← Previous (Ch.5): When Stopping Teaching Next (Ch.7): Mandatory Account Termination →

📘 OFFICIAL 10-CHAPTER TEACHING MANUAL & CURRICULUM SYSTEM

Complete Tutor Playbook: From Trial Lesson to Long-Term Retention

Designed around the Strategy of Preeminence (putting the student's breakthrough first) and Zero-Friction Risk Reversal. Read Chapters 1 to 7 for lesson operations and Guides 1 to 3 for textbook and study-hour planning.