This policy explains when a booking can be cancelled and refunded. It forms part of our Terms of Service. Coaches set and provide their own sessions; Level Up My Play processes payments and refunds on the coach's behalf as a limited payment-collection agent. A booking or pack paid before this version of the policy keeps the refund amounts of the rules it was bought under.
1. The cancellation window
An athlete (or the parent/guardian who booked) may cancel a confirmed booking for a refund only if both of these are true:
- the cancellation is requested within 24 hours of payment; and
- the session starts more than 72 hours from now.
Inside that window you get back the price minus the 5% service fee (minimum $2.00). Tap “Request a refund” on the booking page: the request is confirmed by our team, usually within a few days, and you can undo it while it waits.
Outside that window there is no refund for a change of mind — you can still ask us, and we decide at our discretion, except where the law requires a refund.
2. If the coach cancels
If a coach cancels a confirmed booking, the athlete is refunded in full, regardless of timing, confirmed by our team, and the slot is released.
3. How refunds are issued
- Approved refunds are returned to your original payment method through our payment processor, Stripe.
- A refund request can be undone while it waits; once approved the money goes back to your card in 5–10 business days.
- It can take several business days for the refund to appear, depending on your bank or card issuer.
- When a booking is cancelled, the coach's seat/slot is freed so it can be booked again.
4. Reschedules
Where supported, you may instead propose a reschedule to another open time for the same session. A reschedule requires the other party's approval and, because it is the same session at the same price, does not change the amount paid. Rescheduling is separate from cancelling.
5. Disputes, reports, and held payouts
If a coach does not show up or the session is not delivered, report it from the booking within 24 hours after the scheduled time (or, for a pack, from your pack page). A report we uphold refunds the booking, or the unused classes of a pack, in full. For serious issues you may also ask us to hold the coach's payout while we review.
More generally, if something goes wrong with a session, you can submit a report from the booking. Refunds in disputed cases are assessed case by case and may be required under applicable consumer-protection law.
6. Class packs
Some coaches also sell a pack: a set number of classes of one session, paid for once, for one athlete, valid for up to 12 weeks from payment (the coach chooses from 1 to 12). You book each class on the coach's calendar. Cancel a class 24 hours or more before it starts and it goes back into your pack; later, it counts as taken. These are the four cases families ask about:
- Cancel within 10 days
- What you get back: unused classes 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.
- How to ask: “Request to cancel the pack” on your pack page, within 10 days of receiving the pack contract by e-mail. Your request is confirmed by our team within 15 days, and you can undo it while it waits.
- After 10 days
- What you get back: no refund for a change of mind.
- How to ask: if your coach fails you — cancels classes without making them up, stops offering times, or stops coaching — message the coach first, then report the coach from your pack page before the end date.
- The coach failed
- What you get back: unused classes in full, after we uphold the report.
- How to ask: report the coach from your pack page (“Coach has no times? Report it”) before the end date.
- The end of the pack
- What you get back: classes not taken by the end date are forfeited — 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.
- How to ask: nothing to ask — we remind you 7 days and 1 day before the end (a pack of 7 days or less gets the 1-day reminder only).
A class that was delivered, or that counted as used, is never refunded — the coach is paid for it. Pack refunds take 5–10 business days to your card.
7. Coach subscriptions
A coach subscription is paid every month for a set number of 1-on-1 classes a week. Stopping the renewals is free at any time from your subscription page; the month you paid stays yours. Every refund is a request our team confirms:
- Within 24 hours of a payment
- What you get back: the classes not taken that month, in full.
- How to ask: tap "Request a refund" on your subscription page.
- Within 10 days of your contract
- What you get back: the classes not taken, minus 10% for a session in British Columbia (in full in every other province — in Ontario the 10 days start at the later of the contract e-mail and your first available class).
- How to ask: tap "Request a refund" on your subscription page; our team confirms it.
- After 10 days
- What you get back: if our team grants it, the classes not taken, minus 10%. Stopping the renewals is always free.
- How to ask: tap "Request a refund" on your subscription page and tell us why.
- The coach failed
- What you get back: the classes the coach did not give, with nothing kept — even for a month that ended.
- How to ask: report the coach from your subscription page ("Report a problem").
A subscription refund is always on the classes not taken; a class the coach gave is paid to the coach. We process every refund within 15 days.
8. Contact
Questions about a refund or cancellation? Email [email protected].