Frequently Asked Questions

Browse and search for coaches on the Explore page (/explore), filter by sport, location, distance, or session type, then open any coach's profile, choose the session you want, and pick an available date and time before completing payment.

Yes — every booking on Level Up My Play is a single session. There are no mandatory packages or subscriptions required on the athlete side. You book one session at a time and decide if you'd like to continue.

Coaches set their own availability. Most slots are available up to 12 weeks in advance. You'll see all open slots directly on the booking page.

Session duration is fixed from the scheduled start time. If you arrive late, the session will still end at the originally scheduled time. We recommend arriving 5–10 minutes early.

You can cancel a confirmed booking and receive a full refund if: (1) the cancellation is made within 24 hours of payment, AND (2) the session starts more than 72 hours from now. Outside this window, cancellations are not eligible for a refund. See our full Refund & Cancellation Policy at /refunds.

Go to your athlete dashboard under "My Bookings", find the session, and click "Cancel Booking". If you're within the eligible window, your refund will be processed automatically.

Yes. From a confirmed booking, either you or your coach can propose moving it to another open time for the same session. The other party approves the new time before anything moves — the price stays the same, so there is no new payment. Cancelling is still a separate option if you prefer a refund.

If a coach cancels, you will receive a full refund regardless of timing. You'll be notified by email and the slot will be freed so you can rebook with another coach.

If a coach does not show up or the session isn't delivered, report it from the booking (or via the Contact page). We review reports and, where appropriate, issue a full refund. For serious issues you can also ask us to hold the coach's payout while we review. See our full Refund & Cancellation Policy at /refunds.

Every coach has a public profile page showing their bio, sport, highlights, session types, pricing, and athlete reviews. Click on any coach card to view their full profile. You are responsible for deciding whether a coach is the right fit before booking.

No. Level Up My Play is a listing directory, not the provider of coaching. Coaches create and are responsible for their own profiles. We do not verify coaches' qualifications, certifications, or insurance, and we do not perform background checks or criminal-record checks. Coaches self-attest to their credentials and legal eligibility, and are solely responsible for them.

You can report a coach or session directly from the booking, or reach out via the Contact page. We review reports and may remove content, freeze a coach's payout while we review, or suspend accounts. This is separate from any refund, which follows our Refund & Cancellation Policy.

We accept all major credit and debit cards (Visa, Mastercard, American Express) through our secure payment processor, Stripe. No cash or e-transfers.

Payment is collected at the time of booking. Your session slot is only confirmed once payment is successfully processed.

Yes. All payments are processed by Stripe, a PCI-DSS Level 1 certified provider. Level Up My Play never stores your full card details on our servers.

Remote sessions are conducted over video call. After booking, your coach will share the connection details by email. The session works the same as an in-person session — just from wherever you are.

A device with a camera and microphone (laptop, tablet, or smartphone) and a stable internet connection. Any sport-specific equipment will depend on the session type your coach specifies.

Click "Become a Coach" in the navigation, then sign up with the Coach role. After creating your account, complete your profile, add session types and availability, and your profile will be listed for athletes to find.

Your profile is listed in the directory once it's complete, but an active coach subscription (currently $10/month) is required before you can accept bookings. The subscription is a listing/advertising fee, not a commission on your sessions. Separately, a 5% service fee (minimum $2.00 per booking) is deducted from each payout.

You need a complete profile (bio, sport, city, province, photo optional) and at least one active session type with available slots. There are no mandatory certifications required at this stage, though we encourage coaches to share their credentials in their bio. Coaches self-attest to their own qualifications — we do not verify or background-check them.

Coaches are paid via Stripe Connect. The platform deducts a 5% fee (minimum $2.00 per booking), and the remainder is transferred to your connected bank account. Payout timelines depend on your Stripe Connect settings.