Policies
Cancellation & refunds
How payments, cancellations, and refunds work when you book a session. Last updated July 17, 2026.
When you’re charged
You pay the full session price at the time you book. Payments are processed securely by Stripe — we never see or store your full card number. Your payment is held until the session takes place, at which point the coach receives their share.
Cancellation policies
Each coach chooses one of the three cancellation policies below. A coach’s policy is shown on their profile and again before you pay, and it’s locked in for your booking at the moment you book. How much you’re refunded depends on that policy and how far ahead of the session you cancel.
Flexible
- Full refund if cancelled 24h or more before
- No refund within 24 hours
Moderate
- Full refund 48h or more before
- 50% refund 24–48h before
- No refund within 24 hours
Strict
- Full refund 7 days or more before
- 50% refund 24h–7 days before
- No refund within 24 hours
If a coach cancels
If a coach cancels a session or fails to show up, you receive a full refund, regardless of their cancellation policy.
How refunds are issued
Refunds are returned automatically to your original payment method through Stripe. Depending on your bank, it typically takes 5–10 business days for the funds to appear. Any amount not refunded under the coach’s policy is paid to the coach for the time they reserved.
Session packs
Some coaches offer pre-paid session packs (5 or 10 one-hour 1-on-1 sessions at a discount). Pack credits never expire. Cancelling a credit session outside the coach’s cancellation window returns the credit to your pack; inside the window, the credit is used and the coach is paid for the reserved time. If a coach cancels, your credit is always returned. Unused credits are refundable at the discounted per-session price you paid — email us and we’ll process it.
Problems with a session or a charge
If a session didn’t go as expected, or you believe you were charged in error, email us at info@mysoccercoach.ca and we’ll review it and help resolve it. We review every dispute individually.
Questions
This policy works alongside our Terms of Service. For anything else, reach us at info@mysoccercoach.ca.