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.
1. The cancellation window
An athlete (or the parent/guardian who booked) may cancel a confirmed booking and receive a full 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.
Outside that window, payments are non-refundable, except where the coach cancels or where a refund is required by law.
2. If the coach cancels
If a coach cancels a confirmed booking, the athlete is refunded in full, regardless of timing, and the slot is released.
3. How refunds are issued
- Approved refunds are returned to your original payment method through our payment processor, Stripe.
- 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. We will review and, where appropriate, issue a full refund. 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. Contact
Questions about a refund or cancellation? Email [email protected].