Refunds & Cancellations

When you book a session, your payment is held securely in escrow and is only released to the coach after the session is marked complete. Each booking includes the coach’s session fee plus a platform service fee.

• 48 hours or more before the session — the coach’s session fee is refunded in full.
• Within 48 hours of the session — the session fee is non-refundable, because the coach has reserved that time for you.
• The platform service fee is non-refundable on athlete-initiated cancellations.

If a coach cancels a confirmed session, you receive a full refund including the service fee. Where a cash refund isn’t practical, we may issue equivalent account credit (see below). Coaches who cancel confirmed bookings incur a cancellation strike and may be charged for the platform’s costs.

Credit issued after a coach cancellation is applied automatically at your next checkout and can be used with any coach. Where the underlying payment is still refundable and the credit is untouched, you may request a cash refund of the eligible amount from your My Bookings page. Credit has an expiry date shown against each balance.

Prepaid session packs draw down one session per booking. You can request a refund of unused, unexpired sessions at any time from your bookings page; the refundable amount is the per-session price of the sessions you have not yet used. Packs expire 12 months after purchase.

Free introductory sessions carry no charge and therefore no refund. They are limited per coach each calendar month.

Refunds are returned to your original payment method or, where applicable, as account credit. Card refunds are typically processed within 5–10 business days, depending on your bank.

If a session didn’t go ahead as booked or wasn’t as described, raise a dispute on the booking from your bookings page and our team will review it. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.