Cancellation & Rescheduling.

This policy applies to Single Lessons, Package Lessons and Recurring Lessons booked through VOLOCOACH.

Your current scheduled time is the latest confirmed time for the particular lesson. Once a reschedule succeeds, that new time is used for ordinary cancellation and short-notice calculations. A proposed time is not a confirmed change.

The Lesson Fee is the price of coaching. The Booking Fee is the platform fee, described as a Service Fee in some earlier materials. A Court or Venue Fee is an amount collected through VOLOCOACH for a venue arranged by the Coach. A rescheduling payment may contain an additional Lesson Fee, a Court or Venue Fee and a Booking Fee.

Refunds relate to the particular lesson and the amounts paid for it. They take account of previous refunds. A full refund means all remaining amounts collected through VOLOCOACH for that lesson, including its Booking Fees, Court or Venue Fees and successful rescheduling payments. Amounts you pay directly to a venue outside VOLOCOACH are outside our payment system.

This version takes effect on 21 September 2026. It applies to new bookings and subsequent actions on existing, unfinished bookings, while preserving rights and specific commitments already given when those bookings were made. Completed transactions and refunds are not recalculated. Any change that would reduce an existing contractual right requires an appropriate notice and agreement process; publishing this page alone does not remove that right.

Nothing in this policy limits your statutory rights; see Section 10.

When you submit a booking request, the App gives you a deadline to complete payment authorisation, normally within 15 minutes. A pre-authorisation reserves funds on your card; it is not the same as a completed charge.

• For a Single Lesson, authorisation covers that lesson.
• For a Package, authorisation covers the Package.
• For a Recurring Plan, initial authorisation covers the first lesson only.

After successful authorisation, the Coach can accept or decline your request. The response window is normally up to 15 hours; check the actual deadline shown in the App. A request is confirmed only after the Coach accepts and the required payment is successfully collected.

You may withdraw a pending request using the App before it is confirmed. If the request is withdrawn, declined or expires without confirmation, the authorisation is released or cancelled. Your bank determines when released funds become available again. If a charge is collected after a request has already closed, it must be reconciled and any incorrectly collected amount returned.

3.1 Ordinary cancellation refunds

Before the current scheduled start, you may cancel an eligible Single Lesson or paid Recurring Lesson through the App and provide a reason.

The date you originally booked or paid does not create a separate 24-hour refund window.

Ordinary cancellation refunds exclude Booking Fees and Court or Venue Fees, including those charged as part of rescheduling. Full-refund exceptions for Coach-initiated rescheduling and confirmed Coach no-shows are explained in Sections 5 and 9.

A cancellation with no refund is still a cancellation: it releases the booking and you should not attend that cancelled lesson. Once the lesson has started, the ordinary cancellation option is closed. Contact VOLOCOACH about any unresolved issue and use the no-show reporting process where applicable.

3.2 Following a reschedule

If a lesson is successfully moved, ordinary cancellation eligibility is assessed against its new confirmed start time. A reschedule request that has not succeeded does not replace the current scheduled time.

3.3 Packages

The ordinary cancellation options in this section do not apply to confirmed Packages or their individual lessons. See Section 6.

4.1 Requesting a different time

You may request a reschedule before an eligible lesson's current scheduled start. Choose an available time offered in the App and provide a reason. The request must preserve the lesson duration and satisfy the applicable venue and scheduling restrictions.

The Coach must respond to your request. Submitting it does not immediately change the booking. Only one reschedule request may be active for the same lesson at a time; you may request another change after the previous request has been resolved, provided the lesson remains eligible.

For Recurring Lessons, the additional restrictions in Section 7.3 apply.

4.2 Coach response and your next steps

The Coach can accept, decline, or request an eligible rescheduling payment. The response deadline is the earliest of 15 hours after your request, the lesson's current scheduled start and the proposed new start. A response must be completed before that deadline.

If the Coach accepts without a payment requirement, the new time becomes confirmed once the change succeeds. If the Coach does not respond by the deadline, the request is treated as declined.

After a decline:

• For a Single Lesson or paid Recurring Lesson, you can keep the original time or cancel under the ordinary rules in Section 3.
• For a Package Lesson, you can keep the original time; ordinary cancellation or a cash refund is not available merely because your reschedule request was declined.

Your decision deadline is the earlier of 30 days after your original request and the lesson's current scheduled start. If you make no choice by that deadline, the existing time is restored. If you cannot attend it, the applicable cancellation or no-show rules still apply.

While a Single Lesson or paid Recurring Lesson request is awaiting the Coach's response, the App may also offer ordinary cancellation. Messaging the Coach does not extend a deadline or confirm a change.

4.3 Rescheduling charges

For a Learner-initiated request, eligibility for an additional Lesson Fee is determined when you submit your reschedule request. If you submit it at least 24 hours before the lesson's then-current scheduled start, including exactly 24 hours before, the Coach cannot add an additional Lesson Fee. A later Coach response does not change that eligibility. If you submit it less than 24 hours before the start, an additional Lesson Fee may apply.

Court or Venue Fees are assessed separately. Where the Coach is responsible for arranging the venue and an applicable venue cost arises from the change, an additional Court or Venue Fee may apply even if you requested the change at least 24 hours before the lesson. The amount must be shown to you before payment.

An eligible payment may include:

• An additional Lesson Fee, capped at the Lesson Fee for that particular lesson.
• An additional Court or Venue Fee where the Coach is responsible for arranging the venue. It cannot be added where the Learner is responsible for booking the court.
• The applicable Booking Fee, calculated and displayed in the App.

Review the full amount before paying. The payment deadline is the earliest of 15 minutes after the fee request, the lesson's current scheduled start, the proposed new start and the expiry of the existing hold on the proposed time. Payment must succeed before that deadline. Agreeing to the proposal or opening the payment screen does not complete payment or confirm the new time.

If the required payment is not completed and the request expires, the proposed change is released and the existing scheduled time is restored. Contact VOLOCOACH if you believe a charge is incorrect or a payment has been taken without the expected booking change.

The Coach cannot impose a rescheduling charge through this process for a change the Coach initiated.

After confirmation, a Coach who needs to change a lesson should initiate a reschedule through the App. This differs from declining an initial booking request.

When the Coach initiates a reschedule, you can:

• Choose New Time: select an eligible alternative offered in the App; or
• Get Full Refund: cancel that particular lesson and receive its remaining full refundable amount as defined in Section 1.

There is no “Keep Original” option in this process. The response deadline is the earlier of 30 days after the Coach's request and the lesson's current scheduled start. If you do not choose a new time or a refund before that deadline, that lesson is cancelled and its full refund is initiated.

This exception applies to the particular Single, Package or paid Recurring Lesson affected. It does not automatically cancel or refund the rest of a Package or Recurring Plan. Ending the unpaid remainder of a Recurring Plan is a separate action under Section 7.4.

If no eligible alternative is available, the full-refund option remains available. Contacting the Coach does not pause the response deadline.

6.1 Confirmed Packages

A Package contains the individual lessons and scheduled times agreed during booking. Before confirmation, the withdrawal rules in Section 2 apply.

After the Package is confirmed, neither participant has an ordinary cancellation option for the whole Package or an individual Package Lesson. A Learner's change of plans does not by itself create an ordinary cash-refund entitlement under this policy.

Packages are valid for 12 months from confirmation. Any unused lessons expire at the end of that period and have no cash value under the ordinary Package policy. The refund exceptions and statutory rights described in this policy continue to apply.

6.2 Moving individual lessons

An eligible Package Lesson may be rescheduled under Sections 4 and 5. A successful reschedule moves that same lesson; it does not return an unscheduled credit to a reusable balance or reorder the remaining lessons.

The Coach-initiated rescheduling and confirmed Coach no-show exceptions still apply. Any refund for one Package Lesson uses the amount allocated to that lesson, including its applicable fees and rescheduling payments; it is not a refund of the whole Package. Other lessons remain unaffected.

6.3 Exceptional circumstances

There is no standard automatic seven-day extension. If serious illness, bereavement, significant hardship or another exceptional circumstance prevents participation, contact VOLOCOACH. We review requests individually and may arrange an appropriate refund, alternative arrangement or other remedy. Contacting us does not itself cancel a lesson or guarantee a discretionary refund. Your statutory rights remain unaffected.

7.1 A fixed series of lessons

A Recurring Plan contains a fixed number of lessons based on a weekly pattern. Review the actual dates and times before submitting the plan, including any adjusted dates. The plan does not automatically renew into another series.

The first lesson is authorised and collected as described in Section 2. Later lessons are paid individually, without further Coach approval for each payment.

7.2 Payment timetable and optional Auto-Pay

When the plan is confirmed, the payment timetable for later lessons is fixed. Each payment window opens at the preceding lesson's scheduled end in that timetable and closes 48 hours before the relevant lesson's scheduled start in that timetable.

Rescheduling a lesson does not move these payment windows or deadlines. As a result, your next payment may become due before you attend a previous lesson that has been moved. Check the payment timetable in the App.

You may enable optional Auto-Pay using a payment method held by Stripe. With Auto-Pay enabled and available, the system can attempt payment when the relevant payment window opens. You can turn it off in the App for future automatic payments; turning it off does not reverse a payment already made or cancel the plan.

With Auto-Pay off, or if a payment requires your action, pay manually before the displayed deadline. The ordinary cancellation rules are the same whether you paid manually or automatically. An unsuccessful payment does not extend the deadline.

Payment-related messages may include a reminder to pay, a notice that an automatic payment failed, or confirmation that the next lesson has been booked after successful payment. These are different from a separate advance notice before every automatic charge. Check the payment timetable and deadline in the App.

If a required lesson remains unpaid at its deadline, the plan ends and the applicable unpaid future lessons are cancelled. Lessons already paid for remain subject to their own booking, cancellation and rescheduling rules.

7.3 Rescheduling a paid lesson

Only eligible paid lessons can be individually rescheduled. Unpaid future lessons cannot be moved individually or through a bulk change to the remaining schedule.

A rescheduled lesson must remain strictly between the lessons immediately before and after it in the plan's fixed lesson order. It cannot overlap them, cross over another lesson, move other lessons or be appended after a later lesson. The first or last lesson only has the applicable neighbouring boundary.

The 72-hour spacing requirement used when creating a plan does not apply to subsequent individual rescheduling. The payment timetable nevertheless stays fixed.

If you want to change a lesson but cannot find an eligible time, the current booking remains in place. You may contact the Coach or use ordinary cancellation under Section 3. The absence of an alternative time does not itself create a full-refund exception. If the Coach initiated the change, Section 5 applies instead.

7.4 Ending a plan

Either the Learner or Coach may end the remaining Recurring Plan through the App. A Coach must provide a reason.

Ending the plan stops its unpaid future lessons without an additional termination fee. It does not cancel, refund or change lessons that have already been paid for, or alter completed lessons. Any paid lesson that also needs to change must be handled separately under this policy.

If the remaining schedule no longer works, end the plan and make a new booking rather than assuming that the existing future lessons can all be moved.

Weather, illness or venue problems may require a change. Contact the other participant promptly and use the appropriate in-app rescheduling process. Where practical, Coaches and Learners are encouraged to agree on an alternative without an additional charge.

The outcome depends on who initiates the change and the applicable process. A Coach-initiated change follows Section 5, including its full-refund option. A Learner-initiated request follows Section 4. Court or Venue Fees are not excluded from the full-refund exceptions simply because the problem concerns a venue or the weather.

Changing a Coach's availability, adding time off or pausing new bookings does not cancel existing lessons. Existing Recurring Plan lessons and their payment timetable also continue unless separately changed or ended using the applicable process.

Do not proceed with a lesson where there is a reasonable safety or safeguarding concern. Contact VOLOCOACH promptly if the issue cannot be resolved. A genuine safety-based refusal should be reviewed on its circumstances, with any appropriate refund, alternative arrangement or account action determined by VOLOCOACH. It should not be treated automatically as a Coach no-show merely because the lesson did not proceed.

9.1 Completing a lesson

The Learner can confirm completion after the scheduled lesson end. If no valid no-show report has been submitted and the lesson otherwise remains eligible, it is automatically marked completed 48 hours after the scheduled end.

9.2 Reporting a no-show

If the other participant does not attend, either the Learner or Coach can submit a no-show report for an eligible confirmed lesson. The in-app reporting window opens 20 minutes after the current scheduled start and closes 48 hours after the current scheduled end. Submit before the closing time and provide a reason.

The 20-minute threshold opens reporting; it does not automatically establish fault. Reports are reviewed by VOLOCOACH. While a report awaits a decision, the lesson is shown as requiring review rather than automatically treated as delivered or refunded.

9.3 Outcomes after review

• Learner no-show confirmed: the lesson is treated as completed for compensation purposes. No refund or replacement lesson credit is issued under the ordinary no-show policy. The Coach receives the applicable compensation under the platform's settlement rules.
• Coach no-show confirmed: the Learner receives a full refund for that particular lesson as defined in Section 1. The Coach is not paid for delivering that lesson.
• Report dismissed because the lesson was delivered: the lesson is treated as completed.

Repeated no-shows or misuse of the reporting process may lead to account review and appropriate restrictions. Safety concerns are considered under Section 8.

Nothing in this policy excludes or restricts rights or remedies available to you under applicable consumer protection law, including the Consumer Rights Act 2015. The ordinary refund rules and in-app reporting deadlines do not remove those rights.

Email contact@volocoach.com with your booking reference, the lesson concerned and a brief explanation. Please contact us as soon as possible, ideally within 48 hours of an issue arising. For an in-app no-show report, the specific window in Section 9.2 applies.

We aim to acknowledge your message within one business day and resolve straightforward issues within three business days. Some matters require information from the participants or a payment provider and may take longer.

Contacting VOLOCOACH does not itself change a booking or extend an in-app deadline. These contact targets do not limit your statutory rights or any rights you may have through your payment provider.

If an App charge, deadline or outcome appears inconsistent with this policy, contact us promptly with the request time and booking reference. We will review the case and arrange any correction due under this policy. Do not assume that a later deadline displayed in the App extends the deadlines above, or that an unconfirmed new time is booked.