Everything you need to know about joining Volocoach.
No. You operate as an Independent Coach running your own business.
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:
You must connect a valid Stripe Connect account to receive funds.
The Process:
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:
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.
Critical Step: 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. The Golden Rule: Explicit Consent
Before hitting record, you MUST:
2. Privacy Assurance (Good to tell your Learner)
3. Your Responsibility
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:
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.
2. Your Income: Venue Fees
Immediate Action Required: As soon as you know you cannot attend, message the Learner immediately via the App.
Negotiate First: Try to agree on a new time with the Learner before sending a formal system request.
Emergencies: If you face a sudden emergency, please contact VOLOCOACH Support right away—we are here to assist you.
The Outcomes:
1. If you request a Reschedule:
2. If you fail to attend without notifying the Learner (No-Show):
This is the most serious breach of platform standards (Ghosting).
Financial Warning regarding Venues: If the lesson is cancelled, the Learner gets all their money back. If you have already paid the venue directly, you may lose that money unless the venue agrees to refund you. VOLOCOACH cannot reimburse venue costs for cancelled sessions.
No. As a Coach on VOLOCOACH, you operate as an Independent Contractor, not an employee. This means you are running your own business.
You are solely responsible for:
VOLOCOACH Role: We provide the technology to connect you with Learners and process payments, but we do not assume 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:
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)
❌ NOT Eligible for Refund
💡 Why is the policy so strict? This policy is designed to balance flexibility for Learners with income stability for Coaches.
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:
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.
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)
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:
If you cannot attend, you will have to cancel (0% refund).
Important Note on Venue Fees:
For outdoor sessions, we prioritize safety and encourage open communication between you and the Coach.
1. Making the Call:
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:
2. The 20-Minute Rule:
If you arrive more than 20 minutes late without prior communication or agreement:
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:
2. If the Coach is Late (The 20-Minute Rule):
We apply the same fairness rule to Coaches as we do to Learners.
3. If the Coach fails to attend (No-Show):
If the Coach does not show up and has not contacted you:
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:
Generally, No. Packages are offered at a discounted rate and are treated as a Final Sale.
The Rules:
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.
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.
2. Your Privacy & Control:
We understand privacy is important. Here is how we protect it:
3. Data Security Guarantee:
No. We take the safety and well-being of minors (Safeguarding) very seriously.
1. Account & Booking:
2. On-Site Supervision Rule:
3. The Consequence:
If a lesson cannot proceed because a guardian is missing:
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.