Refund Policy
Our commitment to fair and transparent refund practices for all esports coaching services
1. Refund Eligibility Overview
We understand that circumstances can change, and we strive to provide fair refund options for our esports coaching services. Our refund policy applies to all coaching sessions across CS:GO, League of Legends, Valorant, Dota 2, and Fortnite. Refunds are processed based on specific criteria outlined below, and we aim to handle all refund requests within 5-7 business days of approval.
2. Cancellation and Refund Timeline
For maximum flexibility, we offer different refund options based on when you cancel your coaching session. Cancellations made 48 hours or more before your scheduled session are eligible for a full 100% refund, no questions asked. Cancellations made between 24-48 hours before your session are eligible for a 75% refund to account for coach preparation time. Cancellations made within 24 hours of your session are eligible for a 25% refund, as our coaches have already committed significant preparation time.
3. Coach-Initiated Cancellations
If your coach needs to cancel or reschedule your session, we guarantee different compensation based on the notice provided. For cancellations with 24+ hours notice, you will receive a full refund plus a 25% credit toward your next session as an apology for the inconvenience. For cancellations with less than 24 hours notice, you receive a full refund plus a 50% credit for future sessions. In rare cases of same-day cancellations, you receive a full refund plus a free session of equal duration with any available coach.
4. Technical Issues and Service Interruptions
We recognize that technical difficulties can impact your coaching experience. If technical issues on our platform prevent you from joining your session for more than 15 minutes of the scheduled time, you are eligible for a full refund or free rescheduling. For partial session interruptions lasting 10-30 minutes, we provide a 50% refund or credit. If you experience repeated technical issues across multiple sessions, we will work with you to identify solutions and may provide additional compensation for your inconvenience.
5. Quality Assurance and Satisfaction Guarantee
Your satisfaction with our coaching quality is paramount to our service. If you are unsatisfied with your coaching session due to coach performance, unprofessionalism, or failure to meet agreed-upon session objectives, you may request a quality review within 24 hours of your session. Our quality assurance team will review session recordings (where available) and coach feedback. Approved quality complaints result in a full refund plus the opportunity to book a replacement session with a different coach at no additional cost.
6. Package Deals and Bulk Session Refunds
For students who purchase multi-session packages (3-hour or 5-hour packages), our refund policy applies to each individual session within the package based on our standard timeline. Unused sessions in your package can be refunded according to our cancellation timeline if you choose to discontinue coaching services. Partial refunds for packages are calculated based on the number of completed sessions and any applicable discounts. Package refunds maintain the original discount structure, ensuring fair pricing for both used and unused portions.
7. Emergency and Special Circumstances
We understand that emergencies and unexpected life events can interfere with your coaching schedule. In cases of medical emergencies, family crises, or other significant life events, we offer compassionate refund considerations beyond our standard policy. These special circumstances are reviewed on a case-by-case basis by our customer service team. We may provide full refunds, extended rescheduling options, or credit preservation for future use when you're ready to resume coaching services.
8. Non-Refundable Circumstances
Certain situations are not eligible for refunds to maintain fairness for our coaches and other students. No-shows (failure to attend without prior cancellation) are not eligible for refunds, though we may offer one-time exceptions for first-time users. Sessions that are completed in full are not eligible for refunds based on performance outcomes, such as rank changes or game results. Refunds are not available for sessions where students violate our community guidelines or engage in inappropriate behavior toward coaches.
9. Refund Processing and Payment Methods
Approved refunds are processed back to your original payment method within 5-7 business days for most credit cards and payment systems. For certain payment methods or international transactions, processing may take up to 10-14 business days. We will provide tracking information for your refund once it has been initiated. In cases where returning funds to the original payment method is not possible, we may issue platform credits or arrange alternative refund methods with your approval.
10. How to Request a Refund
To request a refund, log into your account and navigate to the "My Sessions" section where you can select the specific session and choose "Request Refund." Alternatively, you can contact our customer support team directly through the platform messaging system or email. Please provide your session details, reason for the refund request, and any relevant documentation. Our support team will review your request and respond within 24-48 hours with a decision and next steps.
11. Credits and Store Value Alternatives
As an alternative to monetary refunds, we offer platform credits that provide additional value for future coaching sessions. Credits never expire and can be applied to sessions with any coach across all supported games. Students who choose credits over refunds receive a 10% bonus value, making this option attractive for those planning to continue their coaching journey. Credits can be gifted to other users or saved for future coaching needs without any time restrictions.
Last Updated:
January 2025
This refund policy is designed to be fair to both our students and coaches. We reserve the right to update this policy with 30 days notice to all users.