# Rescheduling and cancelling

> The refund ladder in full, what a cancellation costs on each side, and the one boundary that behaves differently for a package session.

Source: https://www.revquix.com/docs/mentors/rescheduling-and-cancelling
Last verified: 2026-09-03

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**If you need to move or cancel a session that is already booked**, this is the page. What it costs
depends on how much notice there is, and on who is moving it.

## The refund ladder

For a **1:1 call** and a **mock interview**, cancelled by the buyer:

| Notice before the start | Buyer gets back |
| ----------------------- | --------------- |
| 24 hours or more        | 90%             |
| 12 to 24 hours          | 70%             |
| 6 to 12 hours           | 50%             |
| Under 6 hours           | Nothing         |

> **Note** - The top tier is 90%, not 100%
>
> Even the earliest cancellation returns 90%. A held slot has a real cost - it was unavailable to
> anyone else for as long as it was booked.

⚠ **The ladder is snapshotted onto the booking when it is purchased.** Tightening your terms
tomorrow cannot be applied to a booking already paid for. The buyer sees the exact figure before
they confirm, and that figure is the one that will be honoured.

## When you cancel

A mentor-initiated cancellation refunds the buyer **in full**, regardless of notice. You cancelled;
they should not pay for it.

It also marks your reliability record, weighted by how late it was - two weeks out is an
inconvenience, two hours out is a ruined afternoon. See [your reliability score](https://www.revquix.com/docs/mentors/your-reliability-score).

## Rescheduling

Rescheduling moves a booking rather than ending it, and no money changes hands.

You and the buyer have **separate allowances** of the same cap, so a move you initiate never spends
the buyer's budget for moving it. When an allowance is exhausted, cancelling is the only option left.

Reschedule rather than cancel whenever the session is still going to happen - a cancel-and-rebook
refunds, re-charges, and marks your record for a session you fully intended to deliver.

## Package sessions

A session redeemed from a package has no separate payment, so there is nothing to refund. The
question is whether the **credit** comes back.

| Notice before the start | The credit             |
| ----------------------- | ---------------------- |
| 6 hours or more         | Returns to the package |
| Under 6 hours           | Is spent               |

> **Warning** - Why 6 hours, and not 24
>
> A session credit cannot be split - it comes back whole or not at all. So the boundary has to be the
> point where the ladder stops paying anything, which is 6 hours. Using the ladder's _top_ tier instead
> would mean no credit ever returned, because that tier is 90% and a 90% credit does not exist.

The buyer sees the correct wording before confirming. If a package cancellation ever tells you "no
refund" days ahead of the session, that is a bug worth reporting - it is a case that has been wrong
before.

- [When someone does not turn up](https://www.revquix.com/docs/mentors/when-someone-does-not-turn-up) - A no-show is not a cancellation, and settles differently.

- [Session packages](https://www.revquix.com/docs/mentors/session-packages) - Validity and entitlements.