Cancellation & Rescheduling.

2.1 Cancellations & Refund Eligibility

Refunds are available only during a strict 24-Hour Refund Window. Both conditions must be met:

2.2 Refund Outcomes by Booking Type

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.

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.

3.1 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

4.1 How Recurring Plans Work

• A Recurring Plan books the same weekly time slot with a Coach for a fixed number of lessons.
• When you request a Recurring Plan, a pre-authorisation hold is placed for the first lesson only. If the Coach does not confirm the request within 15 hours, the request expires and the hold is released.
• When the Coach confirms, the payment schedule for every lesson in the Plan is fixed. Each lesson is paid individually as the Plan progresses; no bulk upfront payment is taken.
• Each lesson must be paid by its payment deadline, which is 48 hours before that lesson's start time. The per-lesson price is locked when the Plan is created and does not change for the duration of the Plan.

4.2 Cancelling & Refunding Paid Lessons

Each paid lesson within a Recurring Plan follows the Single Lesson rules in Section 2, applied to that lesson's own payment:

• A refund is available only within the 24-Hour Refund Window: the lesson's payment was made less than 24 hours ago and the lesson starts more than 24 hours in the future.
• Outside this window, the paid lesson is non-refundable and may be rescheduled under Section 4.3.
• Service Fees and Venue Fees are treated exactly as set out in Section 2.

4.3 Rescheduling Within a Plan

• Only paid lessons may be rescheduled — in practice, your next upcoming lesson.
• A rescheduled lesson must remain at least 72 hours apart from the adjacent lessons in the Plan.
• Reschedule fees, if any, follow the rules in Section 2.4.
• Rescheduling one lesson never changes the payment schedule of the remaining lessons in the Plan.

4.4 Ending a Recurring Plan

• You may end a Recurring Plan at any time. Unpaid future lessons are never charged, and no penalty or fee applies.
• If a lesson is not paid by its payment deadline, the Plan ends automatically: that lesson and all remaining lessons are cancelled without charge.
• Completed lessons are unaffected. A lesson you have already paid for remains booked and is handled under Sections 4.2 and 4.3.

4.5 Auto-Pay (Optional)

• You may optionally enable Auto-Pay, which securely stores your payment method with Stripe and pays each lesson automatically ahead of its payment deadline.
• You will be notified in advance of each upcoming automatic charge.
• Automatic charges follow the same refund rules as manual payments (Section 4.2).
• You can turn Auto-Pay off at any time in the App. With Auto-Pay off, you pay each lesson manually by its payment deadline.
• If an automatic payment fails, you will be prompted to pay manually. If the lesson remains unpaid at its deadline, the Plan ends under Section 4.4.

4.6 Coach-Initiated Changes to a Plan

If the Coach cancels a paid lesson, or the remaining Plan, and no alternative time can be agreed, you receive a 100% refund of that lesson including Service Fees, and all remaining unpaid lessons are cancelled without charge. Coach reschedule requests follow Section 5.

5.1 Coach-Initiated Changes

5.2 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.

6.1 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.

6.2 Consequences

6.3 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.