Support

Frequently Asked Questions

Common questions from coaches and players.

No. You operate as an Independent Coach running your own business.

volocoach is a marketplace platform, not your employer.
We do not direct your teaching methods or manage your taxes.
You retain full control over your pricing, schedule, and client acceptance.

Yes. You are fully protected. Because the lesson starts in less than 24 hours, the booking is strict and non-refundable.

If the Learner simply doesn't show up: You receive the full lesson fee (marked as a Learner No-Show).

If the Learner requests a reschedule: You have sole discretion to decide:

Decline: The original booking stands. If the Learner doesn't attend, you still get paid.
Accept with Compensation: The Learner pays for the new slot plus a compensation fee for the lost slot.
Accept (Free): You approve the new time at no extra cost to the Learner.

You must connect a valid Stripe Connect account to receive funds.

The Process:

Booking: Funds are Pre-Authorised when the Learner books.
Confirmation: Funds are Captured only when you confirm the request.
Completion: Funds are released for payout after the Learner confirms the lesson is completed.

Note: If the learner forgets to confirm, the lesson will automatically be marked as completed after 48 hours, unless the learner reports an issue to volocoach.

Payout Schedule:

We process payouts on a weekly basis. All earnings from the past week (including both Session Fees and Venue Fees) are bundled together and transferred to your bank account in a single weekly payout.

Note: Exact arrival times in your bank account are subject to Stripe’s standard processing times

Do not commence the lesson. Under our Safety-Based Refusal policy, you have the right to refuse the session if an unaccompanied minor is present.

You are protected: This will not be recorded as a Coach No-Show, and you will not receive a Strike.

What to do:

Refuse politely: Explain that for safety reasons, you cannot teach a minor without a guardian present.
Log it immediately: Send a message via the App stating: "I am at the venue, but the learner is a minor without a guardian. I cannot proceed for safety reasons." (This creates a timestamped proof of your attendance).
Report: Contact volocoach support to resolve the booking.

You have primary discretion to determine if the weather makes the session unsafe or unfeasible. In this situation, the lesson is a strict "Reschedule Only" event. You are fully protected and will not receive a strike.

Important: how to reschedule correctly

Before you initiate the reschedule in the App, you MUST reach an agreement with the Learner via the App Chat.

Get Agreement First: Message the Learner: "Due to unsafe weather, we need to reschedule. Please confirm you agree to pick a new time."
Why this matters: Under general platform rules, a Coach-initiated reschedule allows a Learner to request a full refund if they cannot attend the new time. However, if you have a chat record proving the reason is Adverse Weather, the specific weather policy applies: refunds are not permitted, and the lesson must be rescheduled. The chat is your proof in case of a dispute.
Process: Once agreed, use the Reschedule feature in the App. The Learner will then be prompted to choose a new slot from your availability.

Yes. The "Smart Voice Notes" feature allows you to dictate notes to generate post-lesson feedback. However, because this involves biometric/audio data, you must follow strict Privacy Rules:

1. Getting consent — this is non-negotiable

Before hitting record, you MUST:

Inform: Clearly tell the Learner you want to use voice input to create their lesson notes.
Ask: Obtain their explicit verbal consent.
Respect Minors: If the Learner is under 18, you must get consent from their parent or guardian.

2. What to tell your learner

Not Permanent: Explain that the audio is processed solely to generate text and is permanently deleted within 24 hours. We do not keep the audio.
Strictly Optional: You cannot make recording a mandatory condition of the lesson.

3. Your responsibility

You are responsible: As the coach, you are solely responsible for obtaining valid consent. volocoach doesn't verify this independently.

Only strictly for the purpose of the scheduled lesson. Under our Terms and GDPR rules, you are granted access to contact details temporarily to facilitate the session (e.g., finding each other).

Your Responsibility as an Independent Professional: Because you act as an Independent Data Controller, handling personal data comes with legal risks:

Best Practice: We strongly advise not retaining data on personal devices to protect yourself from GDPR liability.
Strictly prohibited: Never use these details for:
- Marketing: Sending promotions or unsolicited messages.
- Booking off-platform: Contacting learners to book lessons outside volocoach.

Consequence: Any report of misuse (spam or circumvention) will result in immediate account suspension.

1. Your Responsibility: Booking

Check Before You Accept: Before you confirm a Learner's booking request, we strongly suggest you check venue availability first. Ensure you can secure the slot.

The Rule: You are solely responsible for securing the location prior to the lesson.

Consequence of Failure: If a lesson cannot proceed because the venue was not booked (and the Learner reports it), it is treated as a Severe Violation.

The Learner receives a 100% Full Refund (including Service Fees).
You will receive a Strike on your record for failing to fulfill a confirmed booking.

2. Your Income: Venue Fees

Free Venues: Set the Venue Fee to £0.
Paid Venues: If you charge a Venue Fee, it is included in your weekly payout so you can pay the facility directly.
Non-Refundable Protection: Once booked, the Venue Fee is non-refundable to the Learner. This protects you from being out of pocket if the Learner cancels (provided you have secured the venue).

Act quickly: As soon as you know you can't attend, message the learner via the app.

Agree on a new time first: Try to settle on a new time with the learner before sending a formal reschedule request.

Emergencies: If something sudden comes up, contact volocoach support — we'll help sort it out.

What happens:

1. If you request a Reschedule:

Best Case: The Learner accepts the new time. No fees or penalties apply.
If Learner Declines: The lesson is cancelled. The Learner receives a 100% Full Refund (including Service Fees).

2. If you fail to attend without notifying the Learner (No-Show):

This is the most serious breach of platform standards (Ghosting).

Learner: Receives an immediate 100% Full Refund.
You: Receive no payout, and a "Strike" is recorded on your account.
Risk: Repeated No-Shows will lead to permanent suspension.

Note on venue costs: If the lesson is cancelled, the learner gets a full refund. If you've already paid the venue, you may not get that money back unless the venue agrees to refund you — volocoach can't cover venue costs for cancelled sessions.

No. As a coach on volocoach, you operate as an independent contractor, not an employee — you're running your own business.

You are responsible for:

Tax: Reporting your own income and paying taxes to HMRC.
Insurance: We strongly recommend holding your own Public Liability Insurance to protect against injury claims.
Safety: Conducting your own risk assessments of venues and ensuring safe teaching practices.
Compliance: Ensuring you have the valid right to work and necessary certifications (e.g., DBS).

Our role: We provide the tools to connect you with learners and process payments — we don't take on liability for your business risks or taxes.

No. VOLOCOACH is a marketplace platform designed to help you discover, book, and pay for sessions with independent Coaches. We provide the technology, not the teaching.

How it works:

Independent Professionals: The Coaches on our platform are independent business owners, not VOLOCOACH employees.
Direct Contract: When you book a lesson, a service contract is formed directly between you and the Coach.
Responsibility: The Coach is solely responsible for the quality, delivery, and safety of the lesson. VOLOCOACH does not supervise the lessons and cannot guarantee specific coaching outcomes.

We understand that plans can change. Whether you can receive a refund depends strictly on when you cancel relative to the booking time.

1. The Rules: Can I get my money back?

We offer a specific 24-Hour Refund Window. Check your scenario below:

✅ Eligible for Refund (Session Fee Only)

Condition: You booked within the last 24 hours AND the lesson is still more than 24 hours away.
What you get back: The Session Fee.
What you DON'T get: Service Fees & Venue Fees. (Venue Fees are third-party costs paid to facilities and are non-refundable once booked.)

❌ NOT Eligible for Refund

Scenario A: You booked more than 24 hours ago.
Scenario B: The lesson starts in less than 24 hours (Last-Minute Booking).
Solution: In these cases, please use the Reschedule feature to save your credit.

💡 Why is the policy so strict? This policy is designed to balance flexibility for Learners with income stability for Coaches.

Protecting Livelihood: Our Coaches are independent professionals. Their time is their inventory. A cancelled slot is income they often cannot recover.
Preventing "Blocking": Strict rules prevent users from "holding" slots and cancelling later, ensuring that Coaches remain available for Learners who are serious about training.
Reschedule > Cancel: We encourage Rescheduling. This allows you to keep the value of your purchase while respecting the Coach's time.

2. Our Promise: Fairness Goes Both Ways

We hold our Coaches to the same high standard. If a lesson is cancelled due to the Coach’s fault (e.g., they need to reschedule and you can't make it, or they fail to show up), you will receive a 100% Full Refund—including Service Fees and Venue Fees.

Generally, No. The Service Fee is non-refundable because it covers the cost of the platform services provided to you at the time of booking, regardless of whether the lesson takes place.

1. What does this fee cover? It allows us to maintain:

Secure Payments: Processing checks and financial security.
Platform Technology: Running the App and booking systems.
Customer Support: Providing dedicated assistance and dispute resolution.

2. The Only Exception (Coach Fault):

In the spirit of fairness, if the cancellation is not your fault, we believe you shouldn't pay for it.

Our Commitment: If a Coach cancels or fails to attend (No-Show), VOLOCOACH covers the cost of the Service Fee refund.
Result: You will receive a 100% Full Refund (including the Service Fee) as part of our promise to ensure a fair and positive experience for every Learner.

Yes. We encourage rescheduling over cancelling, but the rules depend on when you make the request.

1. More than 24 Hours before start (Free & Easy)

Self-Service: You can reschedule instantly via the App without approval.
Cost: Free. No extra fees apply.
Flexibility: You can select any available slot on the Coach’s calendar.

2. Less than 24 Hours (Coach's Discretion)

Because last-minute changes impact the Coach's income, you cannot reschedule automatically. You must submit a request via the App. The Coach has the right to choose one of three options:

Accept (Free): The Coach agrees to move the lesson at no extra cost (usually for genuine emergencies).
Accept with Compensation: The Coach agrees to reschedule, but requires you to pay a Rescheduling Fee (typically the cost of one additional lesson) to cover the lost time.
Decline: The Coach refuses the request. The original booking remains valid.

If you cannot attend, you will have to cancel (0% refund).

Important Note on Venue Fees:

> 24 Hours: Venue bookings usually transfer to the new slot automatically.
< 24 Hours: If the Coach has already paid the venue and cannot get a refund, you will lose the Venue Fee even if the Coach agrees to reschedule the lesson time.

For outdoor sessions, we prioritize safety and encourage open communication between you and the Coach.

1. Making the Call:

Professional Judgment: Coaches are professionals who understand court surfaces and safety risks. We rely on their expert assessment to decide if the lesson can proceed safely.
Consultation: If you are concerned about the weather, please discuss it with your Coach. In most cases, you will decide together.
Need Help? If you and the Coach cannot agree on whether it is safe to play, please contact VOLOCOACH Support, and we will assist in resolving the situation.

2. Important: Communication is Key

Do not assume the lesson is cancelled unless you hear from the Coach. Weather can be unpredictable; it might be raining at your house but dry at the court.

3. The Solution: Free Reschedule

If the lesson cannot proceed due to weather, it will be Rescheduled to a new date and time that works for both of you. There is no extra charge for moving the lesson.

Note on Venue Fees: Please be aware that Venue Fees are generally non-refundable by facilities. If the Coach has already paid for the court, this cost might not be recoverable even if the lesson time is moved.

Communication is Key! We understand that traffic or delays can happen. The most important thing is to message your Coach via the App immediately to keep them in the loop.

1. If you are running late:

Respect the Schedule: Please note that the lesson will generally still end at the originally scheduled time.
Why? The Coach likely has other clients or commitments immediately after your session and cannot extend the time.

2. The 20-Minute Rule:

If you arrive more than 20 minutes late without prior communication or agreement:

Outcome: You will be considered a "No-Show."
Result: The Coach is entitled to leave. The lesson will be marked as "Completed," and no refund will be provided.

Summary: Always communicate! A quick message shows respect and helps the Coach manage their schedule better.

We hold our Coaches to the highest standards. If their schedule changes, you are in control.

1. If the Coach requests a Reschedule (Last Minute):

Coaches cannot simply "cancel" your lesson; they must request to Reschedule. If a Coach sends a reschedule request that doesn't work for you:

Option A (Accept): You agree to the new time. The booking is updated.
Option B (Decline): If you cannot make the new time, you can Decline the request.
Result: The lesson is cancelled, and you receive a 100% Full Refund (including Service Fees and Venue Fees).

2. If the Coach is Late (The 20-Minute Rule):

We apply the same fairness rule to Coaches as we do to Learners.

Wait: Please wait for 20 minutes. We understand that traffic or unexpected delays can happen to anyone.
Your Rights: If the Coach arrives more than 20 minutes late, you are not obligated to start. You can cancel the session and receive a 100% Full Refund.

3. If the Coach fails to attend (No-Show):

If the Coach does not show up and has not contacted you:

Immediate Refund: You will receive a 100% Full Refund automatically.
Consequences: This is a serious breach. A "Strike" is recorded against the Coach’s account, and repeated offenses lead to removal from the platform.

Lesson Packages are valid for 12 months from the date of purchase to give you plenty of time to train. After 12 months, any unused balance expires and has no cash value.

Pro Tip: Need a little more time?

If your Package is about to expire but you can't find a slot immediately, here is a way to extend it:

Book a slot: Book any available time before the expiry date.
Reschedule: Submit a rescheduling request for that lesson.
The Grace Period: The system will automatically extend the validity of that specific credit by up to 7 days, giving you a final chance to secure a new time that works for you.

Generally, No. Packages are offered at a discounted rate and are treated as a Final Sale.

The Rules:

Non-Refundable: Once purchased, Packages cannot be refunded or exchanged for cash.
No Partial Refunds: You cannot use part of a package and ask for a refund on the remaining balance.
Expiry: Unused lessons expire automatically after 12 months.

Our Guarantee:

We know buying a package requires trust. If your Coach stops teaching or leaves the platform, we guarantee you will not lose your remaining lessons.

We will fix it: Contact us, and we will either help you transfer your remaining lessons to a new Coach OR issue a pro-rated refund for the unused lessons.

Your Peace of Mind: We are here to ensure you get the training you paid for, no matter what happens.

We encourage our Coaches to provide structured feedback and key takeaways after the lesson to help you review and improve.

1. How it works (AI-Assisted Notes):

To make this process efficient, your Coach may use an optional AI voice-to-text feature.

The Process: The Coach speaks a short summary (e.g., "Good forehand today, focus on footwork next time") into their own device.
The Result: The AI converts these voice notes into written text, which appears in your App for you to review.

2. Your Privacy & Control:

We understand privacy is important. Here is how we protect it:

Coach’s Voice Only: The Coach speaks to their device to dictate notes. They are NOT recording you or the lesson itself.
Strictly Optional: The Coach must ask for your permission before using this feature. You are always free to say "No"—it will not affect your training or future bookings.

3. Data Security Guarantee:

24-Hour Deletion: Any audio recorded to generate the notes is automatically and permanently deleted within 24 hours.
Text Only: Only the final written feedback is retained in the App for your reference.

No. We take the safety and well-being of minors (Safeguarding) very seriously.

1. Account & Booking:

18+ Only: Minors cannot register their own accounts.
Parental Responsibility: All bookings must be made by a parent or legal guardian on behalf of the minor.

2. On-Site Supervision Rule:

Guardian Presence: A parent or guardian must be present to drop off the minor and, depending on the child's age and the specific venue rules, may need to remain on-site or nearby during the session.
Coach’s Right to Refuse: If a minor arrives without a guardian, the Coach has the right (and duty) to refuse to teach the lesson for safety reasons.

3. The Consequence:

If a lesson cannot proceed because a guardian is missing:

No-Show: It will be treated as a Learner No-Show.
No Refund: The lesson will be marked as "Completed," and no refund will be issued, as the Coach reserved the time and attended the venue.

Yes, please confirm via the App promptly after your session.

Automatic Confirmation: If you take no action and do not report an issue within 48 hours of the lesson end time, the system will assume everything went well and automatically mark the lesson as "Completed".

Important: Once marked as Completed, funds are released to the Coach. If you have an issue (e.g., Coach No-Show), you must report it within this 48-hour window.

Frequently Asked Questions

Am I an employee of volocoach?

Do I still get paid if a Learner cancels late or requests a last-minute change? (<24h)

How & When will I get paid?

I arrived but the Learner is a minor without a parent. What should I do?

The weather is too bad to teach. What should I do?

Can I use the AI audio recording feature?

Can I save the Learner’s phone number?

How are Venue Fees & Bookings handled?

What happens if I can't make the lesson?

Does volocoach handle my tax and legal obligations?

Is volocoach a coaching provider? Do you provide the lessons?

I just booked a lesson but need to cancel. Can I get a full refund?

Is the Service Fee refundable?

Something came up. Can I reschedule my lesson?

What happens if the weather is bad?

What happens if I am late?

What happens if the Coach is late, asks to reschedule, or does not show up?

My Lesson Package is expiring, but I can’t attend soon. What can I do?

Can I get a refund or cash out my Package?

How does my Coach provide post-lesson feedback? Does AI play a role?

I am under 18. Can I attend the lesson by myself?

Do I need to confirm the lesson has finished?