Refund Scenarios

Refund Scenarios

Refunds are handled with care to protect both Players and Coaches. A refund may be approved when a Tip is not delivered, when delivery is significantly delayed beyond the expected window, or when the content clearly does not match the request. Cases are reviewed against the standards in the Fair Play Guarantee and the rules in Refunds & Cancellations.

Not every situation qualifies. If a Coach delivers a clear and relevant Tip, and the Player simply disagrees with the advice, a refund may not be granted. In these cases, a one-time Clarification Request is encouraged so the Coach can re-explain or simplify the guidance - see Clarification Process.

Timing is important. A Player can cancel before the Coach begins, with a refund issued minus payment processing fees (5%–6% + $0.05). Once a Tip is sent, Players are expected to wait the Coach’s Average Response Time plus a further 48 hours before requesting a refund. For example, if a Coach’s average is 12 hours, the Player should wait 60 hours from sending the request; if the average is 18 hours, the wait is 66 hours. This ensures fairness while recognising that response times vary between Coaches.

All refund decisions are evidence-based. The review considers the original request, the delivered Tip, and any clarification. In some cases, outcomes may include a short extension due to Tip Delays or a full refund including fees when appropriate. Refunds return via PayPal, with processing times set by PayPal.

Account changes and pending Tips. If a Player deletes their account while Tips are pending, no refund is issued for those pending Tips. If a Coach leaves the platform while a Player’s Tips are pending, affected Tips are fully refunded.

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