Cancellation & Rescheduling.
Last Updated: April 2026 · How we handle cancellations, refunds, and rescheduling for all bookings.
1 Purpose & Scope
At VOLOCOACH, we respect the time, preparation, and income stability of our Coaches, while providing Learners with reasonable flexibility for genuine scheduling changes.
This policy explains when cancellations, refunds, and rescheduling are permitted. It applies to all bookings made through the VOLOCOACH website and mobile application.
2 Single Lesson Policy
2.1 Cancellations & Refund Eligibility
Refunds are available only during a strict 24-Hour Refund Window. Both conditions must be met:
Condition 1
Lesson booked less than 24 hours ago
Condition 2
Lesson starts more than 24 hours in the future
2.2 Refund Outcomes by Booking Type
| Situation | Refund Status | Options |
|---|---|---|
| Booked <24h ago & starts >24h | Lesson Fee refundable Service Fee non-refundable | Cancel or reschedule |
| Booked >24h ago | Non-refundable | Reschedule only |
| Starts <24h (Last-Minute) | Non-refundable | Final upon booking |
Venue Fees are non-refundable once booked and are not affected by any cancellation or rescheduling. This is because Venue Fees are paid to the Coach as part of their session payout, and the Coach settles venue costs directly with the venue provider.
2.3 Last-Minute Booking Rule
If a lesson starts within 24 hours, the 24-Hour Refund Window does not apply regardless of booking timing. Such bookings are final and non-refundable.
2.4 Rescheduling Single Lessons
If you cannot attend a lesson, reschedule as early as possible.
More than 24 hours before the lesson
- ·You may reschedule freely to any available time on the Coach's calendar.
- ·Where the new time requires a different venue with different venue costs, the Coach may request an additional venue fee. The fee is displayed in the App and must be accepted by the Learner before the reschedule takes effect.
- ·Otherwise, no additional fees apply.
Less than 24 hours before the lesson
Submit a reschedule request via the App. The Coach may respond in one of three ways:
- ·Accept at no additional cost.
- ·Accept subject to a reschedule fee. Given the short notice, the Coach may request an additional venue fee where new-venue costs apply, an additional lesson fee as compensation for short-notice arrangement, or both. The total proposed fee is displayed in the App and must be accepted by the Learner within 24 hours; otherwise the reschedule request expires and the original booking stands.
- ·Decline. The original booking remains in force and will be forfeited if you do not attend.
All reschedule fees must be reasonable. Where a Learner considers a proposed fee unreasonable, they may decline and contact VOLOCOACH for review on a case-by-case basis.
3 Package Lesson Policy
3.1 Purchase, Refunds & Validity
- All Sales Final: Once a Coach confirms a Package request and payment is captured, the Package is strictly non-refundable.
- Pending Requests: If still pending Coach acceptance, you may cancel for full payment pre-authorisation release.
- Validity: Packages are valid for 12 months from confirmation. Unused lessons expire and have no cash value.
Lessons approaching expiry that are rescheduled may have validity extended up to 7 days solely for re-booking.
3.2 Managing Lessons Within a Package
Package as a Whole
Once a Package is confirmed, it is not eligible for cash refunds as a whole. In exceptional circumstances, including but not limited to force majeure events, serious illness, bereavement, or other significant hardship, Learners may contact VOLOCOACH, which will review the situation on a case-by-case basis and may, at its discretion, arrange a full or partial refund or alternative remedy.
Individual Lessons Within a Package
- Individual lessons within a Package may be rescheduled under the Single Lesson Rescheduling Rules in Section 2.4.
- Individual lessons within a Package cannot be cancelled for a cash refund. In exceptional circumstances, Learners may contact VOLOCOACH for case-by-case review.
- When a lesson is rescheduled in compliance, the lesson credit returns to the Package balance.
- Late cancellations or no-shows result in lesson credit deduction as if the lesson had been completed.
4 Coach-Initiated Cancellations
4.1 Coach-Initiated Changes
Coach Reschedule
If the Learner cannot attend the new time, a 100% full refund including Service Fees and Venue Fees is issued.
Coach No-Show
Learner receives 100% full refund including Service Fees. Repeated no-shows may result in suspension or removal.
4.2 Rescheduling for Weather or Other Circumstances
Weather, venue availability, illness, or other circumstances may require rescheduling a planned lesson. Either the Coach or the Learner may initiate a reschedule request through the App.
Where weather affects an outdoor lesson, Coaches, as professionals familiar with venue and safety conditions, typically have direct visibility into whether conditions are suitable. Coaches and Learners are encouraged to communicate and agree on a rescheduled time at no extra cost where practical. Where a Coach and Learner cannot reach agreement, either party may contact VOLOCOACH, which will review the situation and facilitate a resolution on a case-by-case basis.
- Rescheduling fees, if any, are handled under the general rescheduling rules in Section 2.4.
- Venue Fees remain non-refundable.
- VOLOCOACH does not apply penalties to Coaches for good-faith rescheduling decisions.
- VOLOCOACH reserves the right to review and take action where a party provides false information or repeatedly abuses the rescheduling process.
5 No-Show Policy
5.1 Definition
A user is a No-Show if they fail to arrive at the agreed location, or if they arrive significantly late without prior mutual agreement via in-app messaging. As a general guideline, a delay of approximately 20 minutes or more may be considered a No-Show, at the Coach's discretion and subject to VOLOCOACH review if disputed.
5.2 Consequences
| Who | Outcome |
|---|---|
| Learner No-Show | Lesson marked "Completed". Coach receives full fee. No refund or credit issued. |
| Coach No-Show | Learner receives 100% refund including Service Fees. Coach receives no payout. Repeated Coach no-shows may lead to account review by VOLOCOACH, and appropriate action may be taken on a case-by-case basis, including temporary or permanent deactivation of the account. |
5.3 Safety-Based Refusal
Coaches may refuse to commence lessons if they reasonably believe it poses safety or safeguarding risk. Such refusal is not treated as a Coach No-Show, and the Coach incurs no penalty or strike. VOLOCOACH reserves the right to review and determine appropriate refund, credit, or account action.
6 Statutory Rights
Nothing in this Policy affects your statutory rights under applicable consumer protection laws, including the Consumer Rights Act 2015.
7 Disputes & Contact
If you have a dispute regarding a cancellation, refund, or rescheduling outcome, please contact VOLOCOACH within 48 hours of the issue arising.
Please include your booking reference and a brief description of the issue.
- Acknowledgment within 1 business day.
- Resolution target: 3 business days.
Raising a dispute directly with your bank or card provider before contacting VOLOCOACH may delay resolution.
VOLOCOACH LTD · London, UK · contact@volocoach.com