Cancellation, No-Show, and Reactivation

How to Cancel an Appointment

In the event you are unable to attend your scheduled tutoring appointment, you should cancel your appointment through Connect. 

If you have trouble cancelling the appointment through Connect, you can email tutoringserv@charlotte.edu or call the Front Desk (Colvard 2200) at 704-687-7837.

Cancellation Policy

  • Students who cancel 3 or more appointments in a single semester will have their Connect account deactivated, meaning you will not be able to search for future tutoring appointments. Do not panic if your account has been deactivated – see below for instructions on how to remedy the situation.
    • After the 2nd cancellation, students receive a warning that they have almost reached their limit (unless all 3 cancellations are in the same week). 
    • Do not be alarmed if you see a no-show on your Connect account after your third cancellation. We must mark the appointment as a no-show to manually deactivate your account, but internally, we understand the appointment was not really a no-show. 
  • Cancellations are treated the same regardless of the reason for the cancellation.  Please understand that we have a blanket cancellation policy to be fair to all students. 
  • Cancellations made at least a week in advance will not be counted against a student.
  • Cancelling a session less than 4 hours before the appointment is set to begin is considered a “no-show” (see policy to the right).

No-Shows & Late Cancellations

  • A student will be counted as a “no-show” for an appointment if they…
    • Cancel less than 4 hours before the appointment is set to begin.
    • Check in more than 15 minutes after the appointment is set to begin
    • Do not show up for the appointment. 
    • Show up to the appointment, but leave within 15 minutes of the appointment start time. 
  • Students who are considered a “no-show” will have their Connect account immediately deactivated, meaning they will be unable to schedule future tutoring appointments on their own. Do not panic if your account has been deactivated – see below for instructions on how to remedy the situation.
  • If you email your tutor to cancel an appointment less than 4 hours before the appointment is set to begin, and you do not cancel the appointment in Connect yourself, you will still be considered a no-show. Your tutor has been instructed to mark that appointment as a “No Show” in the system, since you requested your appointment be cancelled within 4 hours of the appointment.

Connect Deactivation & Reactivation

  • Why is my Connect account deactivated?
    • Your Connect account will be deactivated if you…
      • No-show a tutoring appointment,
      • Cancel an appointment less than 4 hours before the appointment start time, and/or
      • Cancel 3 or more appointments in a semester.
  • What happens when my account is deactivated?
    • You will be unable to search for tutoring appointments through Connect. You should still be able to search for advising appointments, coaching, and academic consultations.
  • How do I know if my account is deactivated?
    • If you are unable to search for a tutoring appointment, your account may be deactivated. Email tutoringserv@charlotte.edu if you cannot search for a tutoring appointment and don’t know why.
  • How do I reactivate my account?
    • The UCAE Reactivation Policy requires students to complete the Reactivation Request Form.
    • Once the form is completed, our office will review your Connect account and restore your access to tutoring.
  • What if my account is deactivated again?
    • Please note that after multiple reactivations, your account may be suspended for the remainder of the term. However, we will provide you with an option to meet one-on-one with a member of our staff to discuss time management skills in an effort to gain reactivation access to your account.