Frequently Asked Questions
Common questions from coaches and Learners.
Coaches offer their services as independent professionals. VOLOCOACH provides the booking and payment platform; Coaches are responsible for preparing and delivering their lessons, keeping required qualifications and insurance, and meeting their own tax obligations.
VOLOCOACH remains responsible for its own platform services and obligations. See our Terms.
Ordinary cancellation of a Single Lesson or paid Recurring Lesson less than 24 hours before its current confirmed start gives no ordinary refund. A Learner no-show must be reported and reviewed; if confirmed, the Coach receives the applicable compensation under the settlement rules, after relevant deductions.
For a Learner's reschedule request, additional Lesson Fee eligibility depends on when the Learner submitted the request. At least 24 hours' notice means no additional Lesson Fee, even if you respond later. Applicable Court or Venue Fees are assessed separately where you arrange the venue.
You can accept without a charge, request an eligible payment, or decline. A request or unpaid fee proposal does not confirm the new time. Package rules and full-refund exceptions are explained in the Cancellation & Rescheduling Policy.
Keep an eligible Stripe Connect account and your business details up to date. Initial booking payments are authorised first and collected after Coach acceptance; for a Recurring Plan, this initially covers only the first lesson.
Each lesson is settled separately. Earnings normally become eligible 120 hours after the relevant earning event: lesson completion, a confirmed Learner no-show decision, or an eligible Learner cancellation. Applicable processing costs, Team contributions, refunds, disputes and adjustments can affect the amount or eligibility.
The platform currently schedules a daily settlement batch at 21:00 UTC. A transfer to your Stripe Connect balance is separate from Stripe's payout to your bank, whose timing depends on Stripe and your account settings. Neither completion nor a scheduled batch guarantees immediate bank payment. See the Terms.
Do not proceed if the supervision arrangements create a safety or safeguarding concern. Explain the issue calmly, record what happened in the App and contact VOLOCOACH promptly.
We review the circumstances before deciding any no-show, refund or account outcome. A safety-based refusal does not automatically establish fault by either participant. Contact contact@volocoach.com; see the safety section of the Cancellation & Rescheduling Policy.
Do not teach where conditions are unsafe. Contact the Learner promptly and use the appropriate in-app rescheduling process. Where practical, agree on an alternative without an additional charge.
If you initiate the change, the Learner can choose an eligible new time or a full refund for the affected lesson. A weather-related message does not remove that option. Learner-initiated requests follow their own rules.
Weather, venue and safety disputes can be reviewed individually. Messaging does not itself change the booking or pause a deadline. See the Cancellation & Rescheduling Policy.
Smart Voice Notes is an optional way to dictate your own post-lesson feedback instead of typing. It is not for recording Learners or the lesson itself. Avoid including unnecessary personal or sensitive information.
Audio is uploaded through VOLOCOACH to OpenAI for transcription, and the text is then refined. Review and edit the returned text before submitting feedback. The App attempts to remove the temporary device recording after processing or cancellation; submitted text becomes part of the lesson record.
Audio and text have different processing and retention arrangements. See the Privacy Policy for the data flow and provider information; do not promise a universal 24-hour deletion period.
Use Learner contact details only as needed to arrange and deliver booked lessons or resolve related issues. Protect any information you handle and do not keep it on a personal device longer than needed for a valid purpose.
Do not use it for unrelated marketing or to circumvent the platform. Misuse may lead to investigation and appropriate account restrictions. Coaches have their own data protection responsibilities; see our Terms and Privacy Policy.
Check that the venue can be secured before accepting a booking. Where you arrange the venue, you are responsible for paying the venue provider. Where the Learner books the court, you cannot add a Court or Venue Fee through the Learner rescheduling fee process.
Ordinary cancellation refunds exclude Court or Venue Fees. However, a full refund for an affected lesson following Coach-initiated rescheduling or a confirmed Coach no-show includes the remaining venue amounts collected through VOLOCOACH, along with the other refundable components.
If a venue problem prevents the lesson, communicate promptly and use the appropriate change or review process. A report alone does not automatically determine fault. See the Cancellation & Rescheduling Policy.
Contact the Learner promptly and initiate a reschedule in the App. The Learner can choose an eligible new time or request a full refund for the affected lesson. The deadline is the earlier of 30 days after your request and the lesson's current scheduled start; if no choice is made before it, that lesson is cancelled and its full refund initiated.
Pausing new bookings, adding time off or changing availability does not cancel existing lessons. For a Recurring Plan, ending the unpaid remainder does not cancel paid lessons; those must be handled separately.
If you fail to attend, a no-show report is reviewed before the outcome is decided. A confirmed Coach no-show results in a full refund for that lesson. Contact contact@volocoach.com about an emergency and see the Cancellation & Rescheduling Policy.
Coaches are responsible for their own income reporting and tax obligations, required qualifications and right to work, and suitable Public Liability Insurance. They must take reasonable care in delivering lessons and assessing safety.
VOLOCOACH provides platform and payment services. This does not remove our own obligations or any rights that cannot be excluded. See the Terms.
VOLOCOACH helps Learners find, request and pay for lessons with independent Coaches. Coaches deliver the coaching; VOLOCOACH provides the platform and payment services.
The coaching booking is confirmed after Coach acceptance and successful collection of the required payment. Coaches are responsible for their coaching, and VOLOCOACH remains responsible for its own services. See the Terms.
For an eligible Single Lesson or paid Recurring Lesson, ordinary cancellation at least 24 hours before the current confirmed start, including exactly 24 hours, refunds the remaining refundable Lesson Fee and eligible additional Lesson Fee components. Booking Fees and Court or Venue Fees are excluded from that ordinary refund.
There is no separate requirement to cancel within 24 hours of booking or paying. Cancellation less than 24 hours before the start gives no ordinary refund, and the ordinary cancellation option closes when the lesson starts. Confirmed Package Lessons have separate rules.
Coach-initiated rescheduling and confirmed Coach no-shows have full-refund exceptions for the affected lesson. Statutory rights remain unaffected. See the Cancellation & Rescheduling Policy.
The Booking Fee, called a Service Fee in some earlier materials, is excluded from ordinary Learner cancellation refunds.
Full-refund exceptions for Coach-initiated rescheduling and confirmed Coach no-shows include the remaining Booking Fees collected through VOLOCOACH for the affected lesson, including those in successful rescheduling payments. Statutory rights and any appropriate remedies remain unaffected. See the Cancellation & Rescheduling Policy.
You may request an eligible change before the lesson's current confirmed start. The Coach must respond; submitting a request does not instantly move the lesson, even with at least 24 hours' notice. The response deadline is the earliest of 15 hours after your request, the original lesson start and the proposed new start.
At least 24 hours' notice means no additional Lesson Fee. Applicable Court or Venue Fees may still arise where the Coach arranges the venue. With less than 24 hours' notice, an eligible additional Lesson Fee may also apply. Review all charges before payment.
Any required payment must succeed before the earliest of 15 minutes after the fee request, the original start, the proposed new start and expiry of the existing hold on the new time. Until the change succeeds, the new time is not confirmed. If the payment request expires, the original time is restored.
Package Lessons and paid Recurring Lessons have additional restrictions. Recurring rescheduling must preserve the fixed lesson order and does not move the payment timetable. If the App's deadline or charges appear inconsistent, contact us promptly. See the Cancellation & Rescheduling Policy.
Contact your Coach promptly if weather or the venue makes a lesson unsafe or impractical. Do not assume a message has cancelled or moved the booking; use the relevant in-app process.
If the Coach initiates a reschedule, you can choose an eligible new time or a full refund for that lesson. Weather does not automatically remove this refund option. If you initiate the request, the Learner rescheduling rules apply.
We review exceptional weather and safety issues individually. Venue amounts collected through VOLOCOACH are included where a full-refund exception applies. See the Cancellation & Rescheduling Policy.
Message your Coach as soon as you know you will be late. The lesson will normally still end at its scheduled time unless another arrangement is agreed.
The no-show reporting window opens 20 minutes after the current scheduled start and closes 48 hours after the current scheduled end. Twenty minutes is the point at which a report can be submitted; it does not automatically decide fault or mark the lesson completed.
VOLOCOACH reviews reports. A confirmed Learner no-show gives no ordinary refund or replacement lesson credit. Explain any relevant circumstances when responding to an issue. See the Cancellation & Rescheduling Policy.
If the Coach initiates a reschedule, you can choose an eligible new time or a full refund for that particular lesson. There is no Keep Original option. The deadline is the earlier of 30 days after the Coach's request and the lesson's current scheduled start; without a choice before then, the lesson is cancelled and its full refund initiated.
If the Coach does not attend, contact them and submit an eligible no-show report from 20 minutes after the current scheduled start until before 48 hours after the current scheduled end. Reports are reviewed; being 20 minutes late or submitting a report does not trigger an immediate automatic refund.
A confirmed Coach no-show gives a full refund of the remaining amounts collected through VOLOCOACH for that lesson, including applicable Booking Fees, Court or Venue Fees and successful rescheduling payments. See the Cancellation & Rescheduling Policy.
Packages are valid for 12 months from confirmation. There is no standard automatic seven-day extension, and submitting a reschedule request does not by itself extend the Package's validity.
If illness, bereavement or significant hardship prevents attendance, contact contact@volocoach.com with the Package reference and circumstances. We review requests individually; contacting us does not guarantee an extension or refund. Existing specific commitments and statutory rights remain protected under the Cancellation & Rescheduling Policy.
After confirmation, neither participant has an ordinary cancellation or cash-out option for the whole Package or an individual Package Lesson. Rescheduling moves the same lesson; it does not return a reusable credit balance.
If the Coach initiates a change to a Package Lesson or a Coach no-show is confirmed, the affected lesson has the applicable full-refund protection. Its refund uses the amount allocated to that specific lesson and its applicable fees and rescheduling payments; it does not automatically refund the entire Package.
If your Coach cannot continue teaching the remaining lessons, or you face exceptional circumstances, contact us for review and an appropriate resolution. Prior specific commitments and statutory rights remain unaffected. See the Cancellation & Rescheduling Policy.
Your Coach can type feedback or use optional Smart Voice Notes to dictate their own post-lesson comments. This feature is not intended to record you or your lesson.
Audio passes through VOLOCOACH to OpenAI for transcription and the text is refined into feedback. The Coach must review and edit it before submitting it to the lesson record. AI-assisted text can be inaccurate, so raise anything that needs correcting with your Coach.
Temporary audio and submitted text have different retention arrangements; we do not promise that every copy is deleted within 24 hours. See the Privacy Policy for details, and contact contact@volocoach.com about data concerns.
You must be at least 18 to create an account. A parent or legal guardian must book and manage lessons for a minor using their own account.
The parent or guardian should agree suitable supervision with the Coach and comply with the venue's safeguarding arrangements. A Coach should not proceed where there is a reasonable safety or safeguarding concern.
If a lesson cannot proceed because of supervision concerns, contact VOLOCOACH for review. It is not automatically treated as a Learner no-show or an automatic loss of all refund rights. See the Cancellation & Rescheduling Policy.
Please confirm completion in the App 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 its scheduled end.
If the other participant did not attend, use the in-app reporting window: from 20 minutes after the current scheduled start until before 48 hours after its current scheduled end. For other issues, contact VOLOCOACH promptly, ideally within 48 hours of the issue arising. This general contact recommendation does not remove statutory rights.
Completion does not mean an immediate bank payout to the Coach. Settlement eligibility and bank payout timing are explained in the Terms.