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. Most bookings are single sessions. Some coaches also sell a pack of classes for one session — you book each class on the calendar, and the pack rules (below) apply. Nothing makes you buy a pack: you can 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 ask for a refund of a confirmed booking if: (1) you ask within 24 hours of payment, AND (2) the session starts more than 72 hours from now. You get back the price minus the 5% service fee (minimum $2.00), once our team confirms. Outside this window there is no refund for a change of mind — you can still ask us, and we decide case by case, except where the law requires a refund. See our full Refund & Cancellation Policy at /refunds.

Open the booking (under "My Bookings", or your dashboard if you booked for a child) and tap "Request a refund". Your request is confirmed by our team, usually within a few days, and you can undo it while it waits. Once approved, the money goes back to your card in 5–10 business days.

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 are refunded in full regardless of timing, once our team confirms it. 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 within 24 hours after the scheduled time (or via the Contact page). We review reports, and a report we uphold refunds the booking in full. 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.

A pack is a set number of classes of one coach session, paid for once, for one athlete. You book each class on the coach's calendar, and you use the classes within the time the coach set — from 1 up to 12 weeks from paying (the pack shows it before you pay). Cancel a class 24 hours or more before it starts and it goes back into your pack; later, it counts as used. Before paying you see all the pack rules — including the 5% kept on some refunds and the date your pack ends — and tick "I accept the pack rules" and the end date.

Yes, within 10 days of receiving the pack contract by e-mail: tap "Request to cancel the pack" on your pack page. Your request is confirmed by our team within 15 days, and you can undo it while it waits. Unused classes are refunded minus 5%. A class your coach cancels goes back into your pack to rebook; if your coach fails you, report them and we refund the unused classes. Classes already delivered are never refunded — the coach is paid for them. Refunds take 5–10 business days to reach your card.

Classes not taken by the end date are forfeited — they are not refunded. A class your coach cancels goes back into your pack to rebook; if your coach fails you, report them and we refund the unused classes. We remind you 7 days and 1 day before the end if you still have classes left (a 1-week pack: 1 day before).

Message the coach first. If it is not solved, report the coach from your pack page ("Coach has no times? Report it") before the end date. If we uphold it, your unused classes are refunded in full.

No — after the 10 days there is no refund for a change of mind, except when the coach fails you (then report the coach from your pack page before the end date). You can still ask us from your pack page ("Need a refund? Ask us"), and we decide case by case.

Some coaches sell a monthly subscription: individual (1-on-1), in-person classes a week — from 1 to 5 — for one athlete, charged to your card every month. You and the coach agree the days by message. After each class the coach marks it and we ask you to confirm it with one tap. Before paying you see all the subscription rules and tick them.

Yes. Stop renewing at any time from your subscription page — it is free and the month you paid stays yours. For a refund: within 24 hours of a payment the classes not taken are refunded in full; within 10 days of your contract e-mail, the classes not taken minus 10% in British Columbia (in full elsewhere); after that our team reviews the request and, if granted, refunds the classes not taken minus 10%.

Message the coach first to agree another day. If a class did not happen, answer "No" when we ask you about it — only our team sees it. If the coach keeps failing you, report them from your subscription page: our team refunds the classes not given, keeping nothing, even for a month that ended.

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 listing plan (currently $10/month) is required before you can accept bookings. The listing plan is an 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.