Cancellation and Refund Policy
When you get your money back, how quickly, and what to do.
In force since 10 August 2026·Version 2026-08-10
This policy forms part of the terms of service. It applies to every session booked and paid for through the Platform.
The rule in one line
Cancel more than 24 hours before the session and you are refunded automatically and in full. Wherever the failure is the coach’s, you are refunded, with nothing to do.
1. Overview
| Situation | Refund | What you do |
|---|---|---|
| Cancellation more than 24 h before the session | Full | Automatic |
| Cancellation less than 24 h before the session | None as of right | Reasoned request, reviewed case by case |
| The coach declines the request | Full | Automatic |
| The coach cancels a confirmed session | Full | Automatic |
| The coach does not show up | Full | Report within 7 days |
| You do not show up without cancelling | None | — |
| Service plainly not as described | Full or partial after review | Complaint within 7 days |
| Technical problem attributable to the Platform | Full | Report within 7 days |
| Free discovery session | Not applicable | — |
2. You cancel
More than 24 hours before the session: cancellation is free. The refund is triggered automatically, with no action from us or from the coach.
Less than 24 hours before the session: the slot was blocked and can no longer be offered to anyone else; the session remains payable and no automatic refund is issued.
A genuine emergency — illness, family crisis, accident — is not an ordinary cancellation. Write to us: these situations are reviewed individually, and a gesture is common where the request is made in good faith.
3. The coach declines or cancels
If the coach declines your request, or cancels a session they had confirmed, you are refunded in full with nothing to do. Any share already transferred to the coach is taken back by the Platform.
If the coach does not attend a confirmed session, report it within 7 days: the full refund is processed after verification.
4. You do not show up
A confirmed session you do not attend, without having cancelled it, is treated as payable: the coach set aside the time and is paid. No refund is issued.
Arriving more than halfway through the scheduled time may be treated as a no-show, at the coach’s discretion.
5. Service not as described, or a dispute
If the session took place in conditions plainly at odds with what was advertised — coach absent or unreachable, service unrelated to the stated specialism, technical incident attributable to the Platform — you can ask for a refund.
- Write to us within 7 days of the session, at [email protected] or via the contact form.
- Set out the facts: date, coach, what was advertised, what happened.
- We take the coach’s account and review the request. A reasoned answer is sent to you within 30 days.
- Depending on the case, the refund is full, partial, or refused — always with reasons.
Dissatisfaction with the substance of the coaching does not, on its own, give rise to a refund: coaching is a duty of care, not of result. What is compensable is an objective failure, not a disappointed expectation.
6. Discovery session
Where a coach offers a discovery session, it is free and without obligation. Nothing is charged, so no refund is needed if it is cancelled.
7. Refund timing
- Issued by the Platform: immediately once the refund is decided or automatically triggered.
- Appearing on your statement: usually 5 to 10 business days. That delay depends on your bank, not on us.
- Debit card: sometimes faster, 1 to 3 business days.
- Refund method: always the one used for payment. We do not refund to another account, nor as credit.
If a refund you were promised has not appeared after 10 business days, write to us: we will send you proof of issue to present to your bank.
8. Right of withdrawal (European Union consumers)
If you are a consumer resident in the European Union, you have a 14-day right of withdrawal separate from this policy, on the terms described in §10 of the terms of service. That right is in addition to the refund cases above; it does not replace them and cannot be restricted by them.
9. How to cancel a session
- Sign in to your account on eracoach.com.
- Open My appointments.
- Click “Cancel” on the session concerned. Before you confirm, the screen tells you whether the cancellation qualifies for an automatic refund.
For any question, write to [email protected]. We acknowledge receipt within 24 business hours.