Safety Centre
What we do to protect you, and what we cannot guarantee.
Updated on 10 August 2026·Version 2026-08-10
Coach verification
No profile goes live without a check. Before publication we verify the coach’s identity, the certifications they declare and the supporting documents, the consistency of their background, and the completeness of their profile.
What that means, precisely. We check documents at a given moment. It is not an accreditation, a guarantee of competence, or a promise of results. A verified coach is a coach whose credentials have been checked: not a coach we guarantee will suit you.
Secure payments
- All payments go through Stripe, certified PCI-DSS Level 1.
- No card data passes through or is stored on our servers.
- Funds are held until the session takes place: the coach cannot access them before.
- Any offer to pay outside the platform deprives you of that protection. It is prohibited, and it can be reported.
Refunds
You are refunded in full and automatically if you cancel more than 24 hours before the session, if the coach declines your request, or if they cancel a confirmed session.
Where the coach is at fault (absence, service plainly not as described), report it within 7 days of the session: the request is reviewed and may lead to a full or partial refund.
The detail of each case and the timings are in the cancellation and refund policy.
Reviews that mean something
Only clients who actually attended a session can leave a review: it is technically impossible to publish one otherwise.
We do not remove a review because it is negative. We remove those that are off topic, abusive, manifestly false, or obtained in exchange for a benefit. The coach may reply publicly to every review.
Confidentiality of your exchanges
Your exchanges with a coach are encrypted in transit (TLS) and protected at database level by strict access rules.
Let us be precise
This is not end-to-end encryption: our systems can technically access message content, which we do only when handling a report or meeting a legal obligation. Do not use messaging for health information or highly sensitive data: that belongs in a session.
Coaches are bound by professional secrecy on everything said in a session, without time limit.
Reporting behaviour
Use the “Report” button on any profile, or write to [email protected]. Every report is reviewed within 24 business hours.
Reporting in good faith exposes you to nothing, even if the report turns out to be unfounded. The applicable rules and the sanctions procedure are in the community guidelines.
If you are not doing well
Coaching is not emergency care
Coaching is not psychotherapy, a medical act, or emergency help. If you are in psychological distress, having suicidal thoughts, or in immediate danger, contact your country’s emergency services or a healthcare professional straight away. A coach who perceives such a situation must stop the session and direct you onward.
Protecting your account
- Use a unique password that you do not use on any other site.
- Never give your credentials or banking details to another user.
- We will never ask for your password, by message or by email. Any message asking for it is an attempted fraud: report it to [email protected].
- Report any unusual activity on your account immediately.