1. The short version
- Free client cancellation up to 24 hours before the session — full refund.
- Within 24 hours — a 50% cancellation fee applies, 50% is refunded.
- No-shows — the session fee is not refunded.
- Coach-initiated cancellation — always 100% refund to the client.
- Refunds land back on the original card in 5–10 business days via Stripe.
2. Client cancellations
You can cancel any confirmed booking from your account. The refund amount depends on how far ahead of the session start you cancel:
| When you cancel | You are refunded | Coach receives |
|---|---|---|
| 24+ hours before start | 100% | $0 |
| Less than 24 hours before start | 50% | 50% (minus Coachly fee) |
| After the session was scheduled to start | 0% | Full payout (minus Coachly fee) |
3. No-shows
If a client doesn't join an online session within the first 15 minutes, or doesn't arrive at the agreed in-person location within the first 15 minutes, the coach may mark the session as a no-show. No-show sessions are not refunded — the coach reserved that time for you.
4. Coach cancellations
If a coach cancels for any reason, the client is refunded 100% automatically. Repeated last-minute coach cancellations may result in profile suspension per our Coach Guidelines.
5. Reschedules
Reschedules requested at least 24 hours before the session are free for both sides. Rescheduling within 24 hours counts as a cancellation followed by a new booking — the standard fee schedule above applies.
6. How refunds are paid
- Refunds go back to the original payment method via Stripe.
- Bank card refunds usually settle in 5–10 business days. Some banks are faster; a few take longer.
- The Coachly platform fee (10%) is refunded together with the session fee on eligible cancellations. If the coach's share was already paid out, we recover it from their next payout.
7. Chargebacks
Please write to support@coachly.app before initiating a chargeback with your card provider. In most cases we can resolve the issue directly and much faster. Fraudulent chargebacks may result in account suspension.
8. Exceptions
We look at each of these on a case-by-case basis and lean toward refunding:
- Documented medical emergency for the client.
- Bereavement or family emergency.
- Technical failure clearly caused by Coachly that made the session impossible.
- Local emergencies (natural disaster, official public-safety warning).
9. Contact
Refund questions? Write to support@coachly.app with your booking reference and we'll respond within one business day.