Cancellation & Rescheduling.

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 Cancellation & Rescheduling 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

To protect Coaches from last-minute disruptions, refunds are available only during a strict 24-Hour Refund Window. You are eligible for a refund only if both conditions below are met:

• Booking Time: The lesson was booked less than 24 hours ago; and
• Lesson Start Time: The lesson is scheduled to start more than 24 hours in the future.

2.2 Refund Outcomes by Booking Type

Venue Fees are non-refundable once booked and are not affected by any cancellation or rescheduling.

2.3 Last-Minute Booking Rule

If a lesson is scheduled to start within 24 hours, the 24-Hour Refund Window does not apply, even if the booking was made moments earlier. Such bookings are final and non-refundable.

2.4 Rescheduling Single Lessons

If you cannot attend a lesson, you should 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.
• No additional fees apply.

Less than 24 hours before the lesson

• You must submit a reschedule request via the App.
• The Coach may, at their discretion:
  • Accept the new time at no extra cost;
  • Accept with compensation, requiring payment equivalent to one additional lesson fee; or
  • Decline the request, in which case the original booking remains in force and will be forfeited if you do not attend.

3. Package Lesson Policy

Packages operate differently from single lessons.

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 a Package request is still pending Coach acceptance, you may cancel it for a full release of the payment pre-authorisation.
• Validity: Packages are valid for 12 months from the date of confirmation. Unused lessons expire after this period and have no cash value.

If a lesson approaching expiry is rescheduled in accordance with this Policy, the validity of that specific lesson credit may be extended by up to 7 days solely to allow re-booking.

3.2 Managing Lessons Within a Package

• Individual lessons within a Package are not eligible for cash refunds.
• Package lessons may be rescheduled in accordance with the Single Lesson Rescheduling Rules.
• When a lesson is rescheduled in compliance with this Policy, the lesson credit is returned to your Package balance.
• Late cancellations or no-shows result in the lesson credit being deducted as if the lesson had been completed.

4. Coach-Initiated Cancellations & Adverse Weather

4.1 Coach-Initiated Changes

If a disruption is caused by the Coach, Learners are fully protected.

• Coach Reschedule: If a Coach requests to reschedule and the Learner cannot attend the new time, the lesson will be cancelled and a 100% full refund (including Service Fees and Venue Fees) will be issued.
• Coach No-Show: If a Coach fails to attend the lesson, the Learner will receive a 100% full refund (including Service Fees). Repeated Coach no-shows may result in suspension or permanent removal from the platform.

4.2 Adverse Weather (Rescheduling Only)

Where a lesson is scheduled to take place outdoors, the Coach has primary discretion to determine whether the lesson can reasonably proceed due to adverse weather conditions or venue closure.

If the Coach determines that the lesson should not proceed:

• The lesson must be rescheduled; cancellation is not permitted on this basis.
• The Learner may reschedule to an alternative available time at no additional charge.
• No refund will be issued.
• Venue Fees remain non-refundable.
• The Coach will not incur any penalty, strike, or negative record.

5. No-Show Policy

5.1 Definition

A user is considered a No-Show if they:

• Fail to arrive at the agreed location; or
• Arrive more than 20 minutes late without prior mutual agreement via in-app messaging.

5.2 Consequences

Learner No-Show

• The lesson is marked as “Completed” for accounting and payout purposes.
• The Coach receives the full lesson fee.
• No refund or credit is issued.

Coach No-Show

• The Learner receives a 100% full refund (including Service Fees).
• The Coach receives no payout and a penalty record (“Strike”) is applied.
• Repeated no-shows may result in permanent suspension.

5.3 Safety-Based Refusal

If a Coach reasonably believes that commencing a lesson would pose a safety or safeguarding risk — including, but not limited to, an unaccompanied minor, intoxication, threatening, abusive, or inappropriate behaviour — the Coach may refuse to commence the lesson.

Such refusal shall not be treated as a Coach No-Show, and the Coach will not incur any penalty or strike.

VOLOCOACH reserves the right to review such cases and determine whether any refund, credit, or account action is appropriate.

6. Statutory Rights

Nothing in this Policy affects your statutory rights under applicable consumer protection laws, including the Consumer Rights Act 2015.