After Lesson 1: retention, the fee, and Drop-Protection

Lesson 1 is the match delivered; Lesson 2 is the match kept. This article walks through what happens after that first session — how the fee lands, what Drop-Protection does if the family stops after one paid lesson, and what we do on your side when things go wrong.

The goal is Lesson 2

Most families who stop, stop between Lesson 1 and Lesson 2. Nothing dramatic happens — timetables shift, a grandparent objects, the term gets busy. The strongest thing you can do for retention is end Lesson 1 with a concrete next step: agree the Lesson 2 date and time before you leave the chat, and send a short recap of what you covered plus what comes next. Your first WhatsApp intro and lesson ground rules covers how we open that conversation.

Not sure the family is fully sold? You can offer a free 15–20 minute online fit call before Lesson 1 — a short video call to discuss goals and expectations. It is a conversation, not a free full lesson, and it filters out the matches least likely to continue.

When the administrative matching fee lands

The fee is 100% of Lesson 1 + 50% of Lesson 2, finished by Lesson 2 — the full breakdown and the centre ladder live in The 1.5-lesson admin fee and unlocking parent contact. The timing in practice:

1. Lesson 1 completed and reported — the Lesson 1 portion (100%) is accrued. It is owed even if the case stops before Lesson 2, because the match was delivered.
2. Lesson 2 completed — the remaining 50% accrues and the fee is invoiced in full.
3. You settle by FPS — parent contact stays open and later lessons carry no further platform charge.

Report lessons promptly and accurately. Your reports feed your verified teaching hours, which drive your Blue Tick signals and your placement in matching — early drops and honest reports both count as real history.

Drop-Protection: if the family stops after one paid lesson

If a parent or centre stops after exactly one paid lesson and MatchMax verifies the stop with them, you do not owe the full Lesson 1 portion. Verified stop → the fee for that case is 0.5 lessons: you keep the other half of the Lesson 1 tuition you were paid.

How it works:

• Verification is ours, not yours. The team asks the parent or centre once whether the full lesson happened and why they stopped. You never have to chase proof, and your word alone never reduces the fee — the same rule protects you in both directions.
• Vague reasons are still protected. "Not the right fit", "the student changed their mind" or "the timetable changed" all get Drop-Protection. We do not investigate ordinary complaints and there is no feedback form.
• Clear tutor fault voids protection. If the parent or centre names a specific problem on your side — lateness, an unprepared lesson, rude conduct, refusing the agreed subject — the full Lesson 1 portion (1.0 lesson) stands. Serious misconduct can also end your account.
• Repeat patterns void protection. If you already have two or more early stops with quality complaints, protection is void on the latest one and your profile is reviewed.
• Centre cases work the same way. The centre coordinator or the parent can confirm the stop. A verified stop costs at most 0.5 lessons on that case, and it does not change the same-centre ladder for later students.
• Discounted first lessons. If you funded a discount on Lesson 1, protection applies to the amount actually paid. Regular lessons always count at your full rate.
• No-shows and late cancellations are not drops. If the family misses Lesson 1 or cancels less than 24 hours before, the Lesson 1 portion applies instead — see The 1.5-lesson admin fee.
• The decision is final. We do not ask you to confirm each stop, and a later disagreement does not reopen the fee. Tell the team anything you think matters before the stop is closed.
• A verified stop still counts as real history. It feeds your verified hours like any other case.
• If a parent is hostile or abusive, tell the team with evidence. In verified cases you keep the same 0.5-lesson treatment and the household is not re-matched to you. You are an Independent Tutor running your own practice; we handle the household side.

Families do not receive refunds from MatchMax — tuition is paid to you directly. If something goes seriously wrong, the family's remedy is a fast rematch.

Continuing outside MatchMax

Drop-Protection is for families who genuinely stop. If a "stop" is really the case continuing off-platform, protection is void and the full fee is due. A suspected bypass is flagged on your profile; a confirmed bypass ends your account and the fee is still owed.

If you are the one who has to stop

Tell the team as early as you can. Stopping after Lesson 1 means the Lesson 1 portion of the fee stands and a reliability strike goes on your profile, and the family gets a priority rematch either way. With a genuine emergency and proof, that is the end of it. Without one, you also sit lower on the team's matching shortlist for 30 days — so the sooner we know, the better the outcome for everyone, including you.

After Lesson 1, in one checklist

1. Agree Lesson 2 before you close the chat.
2. Report Lesson 1 to MatchMax Admin.
3. Send a two-line recap: what you covered, what comes next.
4. If anything feels off with the family, say so early — the team can step in between lessons.
5. Report Lesson 2 and settle the invoice when it arrives.

Related guides

• The 1.5-lesson admin fee and unlocking parent contact
• Your first WhatsApp intro and lesson ground rules
• Confirm lesson dates, reschedules, and tutor sick days
• Safeguarding and integrity

Still stuck? Email contact@matchmax.hk or message the MatchMax team on WhatsApp. — MatchMax Team