TXSNOWInstructor procedures

TXSNOW · INSTRUCTOR SOP

Session rescheduling & cancellation

Instructor standard operating procedures Version 2.4

Check the notice period, confirm the arrangements and record changes in the session group chat.

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Guest requests

24H

At least 24 hours’ notice

The booking may be changed. With less than 24 hours’ notice, the booking is locked in and rescheduling or cancellation is generally not permitted.

View guest procedures

Changes requested by instructors

48H

At least 48 hours’ notice

The booking may be changed. Notify the guest and TXSNOW at least 48 hours in advance. For shorter notice or a no-show, follow Section 09.

View the four tiers

Instructor booking changes follow SOP version 2.4. All refund matters are governed by the TXSNOW Refund Policy.

Common situations at a glance

Find the situation, then refer to the full procedure.

SituationPolicyInstructor action
Guest requests a change at least 24H in advancePolicyRescheduling or cancellation is permittedInstructor actionConfirm the new time with the guest. If no date is set, tag TXSNOW Support to mark the session as pending and retain the unused session hours. See Section 03
Guest requests a change less than 24H in advancePolicyThe booking is locked in; rescheduling or cancellation is not permittedInstructor actionSee Section 04. For an instructor’s voluntary exception, see Section 05. See Section 04
Guest explicitly cancels within 24HPolicyWithout an instructor-approved exception, the session counts as usedInstructor actionConfirm in the group chat and tag TXSNOW Support for the record. You do not need to travel to the resort or continue waiting there. See Section 06
Guest is absent or unreachable at the scheduled startPolicyDo not assume that the session is cancelledInstructor actionFollow the TXSNOW Punctuality & Lateness: Instructor SOP. Remain ready to teach and wait at the meeting point or a nearby lounge. See Section 06
The resort officially closesPolicyReschedule at no chargeInstructor actionPost the resort’s official notice in the session group chat and tag TXSNOW Support to handle the change. See Section 08
Instructor needs to change a booking or is a no-showPolicyApply the tiers under the 48H ruleInstructor actionNotify the guest and TXSNOW immediately. See Section 09 for the required actions and session compensation. See Section 09

Full procedures

10 procedures · Select a heading to expand or collapse

01

Time calculations & notification

  • Calculate all notice periods from the originally scheduled session start time. H means hours.
  • Use the message timestamp in the session group chat or with TXSNOW Support as the notification time. Share any private-message or verbal arrangements in the session group chat so TXSNOW Support can keep a record.
02

Pre-Session Guide

Once the session group chat is created, TXSNOW Support sends the link to the TXSNOW Pre-Session Guide and reminds the guest to read it.

03

Guest requests with at least 24 hours’ notice

  • Rescheduling is permitted: confirm the new date and time with the guest in the group chat, then tag TXSNOW Support to update the booking.
  • Cancellation of the booking is permitted: if no new date has been set, tag TXSNOW Support to mark the session as “pending” and retain the unused session hours.
Suggested response
I’m unavailable at that time the day after tomorrow. I’ll help you find an instructor of the same level or ask TXSNOW to coordinate.

Exception for a designated instructor: if the guest has specifically booked a particular instructor, that instructor and the guest should agree on another time that works for both.

04

Guest requests with less than 24 hours’ notice

  • Default policy: the booking has entered the 24H lock-in period. The guest cannot reschedule or cancel the booking.
  • Reply by referring to the TXSNOW Pre-Session Guide already shared in the group chat.
05

Within the 24H lock-in period: the instructor’s discretion

If a guest asks TXSNOW to change a confirmed session, TXSNOW Support explains that rescheduling or cancellation is not permitted with less than 24 hours’ notice.

When a guest asks to reschedule or cancel, you must clearly confirm in the session group chat whether you agree to the change, regardless of whether you choose to make an exception.

  1. Respect and confirm every affected instructor’s decision

    If multiple instructors are involved, privately confirm that every instructor whose sessions are affected agrees before replying to the guest. If even one does not agree, none of the affected sessions can be rescheduled. Do not make commitments on another instructor’s behalf.

  2. Confirm the arrangements in the session group chat

    Explain in the group chat that you can make a one-time exception and agree on a new date with the guest. If no new date has been decided, mark the session as pending.

  3. Ask TXSNOW Support to update the records

    Tag TXSNOW Support in the group chat to update the system. This individual exception does not change the rescheduling and cancellation rules for future sessions.

Example: a guest sees heavy rain in the next day’s forecast and asks in the group chat to reschedule, with less than 24H before the session. The instructor also expects heavy rain and wants to reschedule. The instructor may reply:

Suggested response for an exception
Under TXSNOW’s policy, sessions generally cannot be changed within 24H. Given your circumstances, I can adjust my schedule to make a one-time exception. Please let me know which day you would like to move the session to so we can confirm a new time. This arrangement does not mean that future sessions can be changed at short notice.
View Appendix 1: the full exception flowchart
06

Last-minute cancellations & guests who do not arrive

07

Sessions purchased or confirmed less than 24H before the start

  • A session purchased or confirmed less than 24H before its start enters the lock-in period as soon as it is confirmed. The guest cannot reschedule or cancel the booking.
  • An exception applies if the instructor voluntarily exercises their discretion to allow rescheduling.
08

Weather & official resort closures

  • Eligibility: bad weather alone does not qualify for free rescheduling during the 24H lock-in period. Weather-related free rescheduling applies only when the resort officially closes.
  • Required action: save and share a screenshot or link to the resort’s official closure notice. Tag TXSNOW Support in the session group chat to arrange free rescheduling.
09

Changes requested by instructors & no-shows: the 48H rule

If exceptional circumstances prevent you from delivering the session, notify the guest and TXSNOW immediately, then follow the applicable tier:

Notice / situationInstructor actionSession arrangements & compensation
Tier 1≥ 48HAt least 48 hours in advanceInstructor action
  • Contact TXSNOW or post in the session group chat.
Session arrangements & compensation
  • Recommend a replacement instructor or agree on a new session time with the guest.
  • No breach-of-contract liability.
Tier 224H < notice < 48HMore than 24 but less than 48 hours in advanceInstructor action
  • Explain the situation directly in the session group chat and tag TXSNOW Support.
  • Find a qualified replacement instructor yourself and seek the guest’s agreement. If you cannot find one, promptly tell TXSNOW Support.
  • Help arrange a replacement for the original session, reschedule it or mark it as pending.
Session arrangements & compensation
  • If you find a qualified replacement yourself: no breach-of-contract liability.
  • If you do not find a qualified replacement yourself: 50% of the base pay for this session is deducted from your pay for the month.
Tier 3≤ 24H · Before the start24 hours or less in advance, before the session startsInstructor action
  • Contact TXSNOW immediately so TXSNOW Support can explain the situation to the guest. Help arrange both the original session and the compensation session.
Session arrangements & compensation
  • Compensation for breach of contract: one additional free session.
Tier 4No-showLate by the full session duration, or absent for the entire original time slotInstructor action
  • Contact TXSNOW immediately and explain the situation truthfully. Work with TXSNOW Support to arrange the sessions owed.
Session arrangements & compensation
  • Compensation for a serious breach of contract: two additional free sessions.

  1. Replacement instructor

    The replacement must be an instructor under contract with TXSNOW who meets the original session requirements and can teach at the original time and resort.

  2. Additional sessions provided as compensation

    The undelivered original session is still owed. Additional sessions provided as compensation are additional. The original instructor must provide the same session type and duration.

  3. Lateness that is not a no-show

    State your estimated arrival time and how many extra minutes you will provide as compensation in the group chat.

  • If the guest is willing to continue, you have no later session and can deliver the full original session duration: complete the original session time first, then provide the applicable extra minutes under the TXSNOW Punctuality & Lateness Policy.
  • If the guest does not want to continue: tag TXSNOW Support to record the undelivered session time and the compensation minutes owed.
10

Change records & system updates

  • System updates: even if you reach an agreement privately with the guest, tag TXSNOW Support in the session group chat to update the date, session status, replacement instructor and compensation session hours.
  • Using your discretion during the lock-in period: post the following confirmation in the group chat.
Confirmation for the group chat
The instructor and guest have agreed to reschedule the session as a one-time exception.

APPENDIX 01

Appendix 1 · Instructor exception flowchart within the 24H lock-in period

Start with the guest’s request. Complete each check before committing to a change.

On a small screen, scroll sideways to view the full flowchart.Open the flowchart ↗
Instructor exception process during the 24-hour lock-in period: instructor willingness, agreement from all affected instructors, the new date and TXSNOW Support records.