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. You are eligible only if both conditions are met:
Condition 1
Lesson was 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.
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, 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 (one additional lesson fee); or
- ·Decline — the original booking remains in force and will be forfeited if you do not attend.
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 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 confirmation. Unused lessons expire 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 the Learner cannot attend the new time, a 100% full refund (including Service Fees and Venue Fees) will be issued.
Coach No-Show
Learner receives a 100% full refund (including Service Fees). Repeated no-shows may result in suspension or removal from the platform.
4.2 Adverse Weather (Rescheduling Only)
The Coach has primary discretion to determine whether an outdoor lesson can proceed due to adverse weather or venue closure. If the Coach determines 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
| 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 and a 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 an unaccompanied minor, intoxication, or threatening 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.
7 Disputes & Contact
If you have a dispute regarding a cancellation, refund, or rescheduling outcome, please contact us within 48 hours of the issue arising.
Email contact@volocoach.com with your booking reference and a brief description. We will acknowledge your message within 1 business day and aim to resolve all disputes within 3 business days.
Raising a dispute directly with your bank or card provider before contacting VOLOCOACH may delay resolution. We encourage users to contact us first.
For questions about this policy, contact us at contact@volocoach.com
VOLOCOACH LTD · London, UK · contact@volocoach.com