Payments help
How payments work, and why they are safe.
VOLOCOACH uses Stripe to take lesson payments and pay coaches. Pick the part that applies to you.
Reviewed For UK learners and coaches
- We never see or store your full card number.
- Auto-Pay is optional. Turn it off any time.
- It is a standard part of Stripe’s UK bank terms.
- We recover any amount owed from payouts, not your bank.
Who is Stripe?
Stripe is a separate payments company that works with millions of businesses, including Amazon, Google, OpenAI, Uber, Shopify and Zoom. Learners pay through Stripe’s secure payment screen, and coaches receive their earnings through Stripe Connect.
Stripe is certified PCI Service Provider Level 1, the most stringent level of card security certification. Security at Stripe
For learners
Pay in the app. Your card stays with Stripe.
Card details go straight to Stripe
When you pay in the App, your card details are sent to Stripe, which processes the payment. VOLOCOACH and your coach never receive your full card number or security code.
Saved cards are held by Stripe
If you save a card, Stripe keeps it. We keep only a reference to it, along with your booking and payment records.
Auto-Pay is your choice
Auto-Pay for Recurring Lessons is optional and separate from saving a card. Turning it off in the App stops future payments; it does not cancel your plan or refund past payments.
For coaches
Got a Direct Debit notice from Stripe? No money has been taken.
After you link your payout bank account, your bank may send a notice like this:
“STRIPE PAYMENTS EUROPE, LTD has set up a new Direct Debit on your account.”
This confirms an authorisation, not a payment. It is not a debt, a subscription or a VOLOCOACH fee.
Why Stripe sets it up
It is part of Stripe’s standard terms for UK bank accounts, so you may see the same notice with any platform that uses Stripe. It lets Stripe cover a negative balance on your Stripe account if one ever arises. Stripe’s UK bank account terms
- 1Link your bankYou add a payout account through Stripe Connect.
- 2Stripe registersAn authorisation is added under Stripe’s terms.
- 3Your bank tells youA setup notice arrives. No money moves.
For coaches
If you owe an amount, we take it from your next payout.
If a refund or dispute leaves an amount confirmed as your responsibility, we deduct it from your next payout. We do not use Direct Debit to collect it from your bank.
Example: a £30 adjustment
- Your next payout
- £200
- Confirmed amount owed
- −£30
- Paid to you
- £170
If a payout is too small, the rest carries over to later payouts. We do not switch to a bank debit.
Common questions
Who processes my payment and stores my saved card?
Stripe processes every in-app payment. When you pay or save a card, your card details go to Stripe, which holds them securely. VOLOCOACH and your coach never receive your full card number or security code. Auto-Pay for Recurring Lessons is optional and you can turn it off in the App.
Is saving a card the same as a Direct Debit?
No. Learners pay for lessons by card. The Direct Debit notice on this page only concerns the bank account a coach links to receive payouts.
Can I cancel the Direct Debit?
Yes, through your bank, under the Direct Debit Guarantee. Please also tell Stripe, and ask them first how cancelling would affect your Stripe account and payouts.
What if I see a debit I do not recognise?
Stripe and your bank can identify it from the reference. If it may relate to a VOLOCOACH booking or payout, contact us with the date, amount and reference. Never send your full bank details or passwords.
Still have a question?
Ask us about a booking, saved card or payout. For a bank notice or debit you do not recognise, Stripe and your bank can identify it.
Please never send full bank details, passwords or security codes.