1. Cancellation
Clients can cancel a subscription at any time from the Manage Subscriptions button on their profile. After cancellation, access continues until the end of the current billing period — you won't be charged again.
2. Refunds from coaches
Refund requests for coaching services should first be sent to your coach. Coaches set their own refund terms (for example, a satisfaction guarantee or a no-refund-after-X-days policy) and must communicate them before purchase.
3. Statutory rights (EU)
EU consumers have a 14-day right of withdrawal on digital services. That right is waived once the digital service has begun with the consumer's express consent (for example, when a coach delivers a program or starts coaching within the period).
4. Platform fees on refunds
- Clients always receive 100% of what they paid back when a refund is issued — the client is never out of pocket.
- Coach Pro's platform fee is earned when the sale completes and is not returned to the coach when the coach later refunds a client. This is a fee for services already delivered to the coach.
- Stripe's payment processing fees are not refundable by Stripe, and are not refunded by Coach Pro.
5. Chargebacks
If a client opens a chargeback, the disputed amount plus any Stripe dispute fee is debited from the coach's next payout. Coaches can submit evidence through Stripe to contest the chargeback.
6. Service outages
For prolonged outages caused by Coach Pro (more than 48 consecutive hours), affected coaches may be eligible for a pro-rated credit on their next platform fee.