Refund & Cancellation Policy

1. What this policy covers

This policy explains how cancellations and refunds work for sessions booked and paid on GoMyCoach (gomycoach.com and the GoMyCoach apps), and for the subscription that Coaches/Consultants pay. It is part of our Terms of Service. All amounts are in US dollars (USD).

GoMyCoach charges Clients no booking or service fees. When we refund a session, you get back the full amount you paid for it.

2. How payment works

1. You pay the full price when you book.
2. GoMyCoach holds the money while the session is upcoming.
3. 24 hours after the scheduled end of the session, the money is released to the Coach/Consultant, unless you reported a problem.

This way, your money is protected until the session has taken place.

3. Cancelling a single session

How the 24-hour deadline is calculated

The deadline is the same clock time on the day before the session, in the Coach's/Consultant's time zone. Example: a session on Monday at 10:00 AM Central Time can be cancelled for a full refund until Sunday at 10:00 AM Central Time. The exact deadline is shown on the booking page, in your confirmation email and under “My bookings”, in your own time zone as well if it is different.

How to cancel

Go to “My bookings”, choose the session and select “Cancel”. You and the Coach/Consultant both get an email confirming the cancellation. If you cannot cancel online, email support@gomycoach.com before the deadline.

Changing the time

To move a session, cancel it before the deadline and book a new time. You can also message the Coach/Consultant through GoMyCoach to find a time that works.

4. Packages

A package is several sessions of the same offer sold together, often at a discount. Because of the discount, different rules apply. They are shown again on the booking page right above the payment button, and you confirm them before you pay.

• You book all sessions when you buy. You choose a date and time for every session in the package at checkout.
• No refunds for unused package sessions. Once a package is paid, sessions you do not use are not refunded.
• You cancel a package session at least 24 hours before it starts: you can book a new time for it. There is no refund.
• You cancel less than 24 hours before, or do not show up: that session counts as used.
• The Coach/Consultant cancels or does not show up for a package session: you get a refund for that one session (the package price divided by the number of sessions).
• The money for each package session is released to the Coach/Consultant 24 hours after that session ends, unless you report a problem.

5. When something goes wrong: “Report a problem”

If the Coach/Consultant did not show up, the session was much shorter than booked, or something else went seriously wrong, open the booking under “My bookings” and select “Report a problem”. You can do this from the moment the session starts until 24 hours after its scheduled end.

1. Choose a reason and add a short description.
2. The payout to the Coach/Consultant stops automatically.
3. We let the Coach/Consultant know and may ask both of you for details. Messages and booking information on GoMyCoach help us understand what happened.
4. We decide whether the payment goes to the Coach/Consultant, is refunded to you in full, or is refunded in part. We aim to decide within 10 business days and will email you the result.

Not being happy with how a session went is generally not a reason for a refund when the session took place as booked. Please talk to your Coach/Consultant first; many things can be solved directly.

6. Free intro calls

Free intro calls cost nothing, so there is nothing to refund. Please still cancel under “My bookings” if you cannot make it, so the time becomes free for others.

7. How and when you get your money back

• Refunds go back to the payment method you used to book (card, Apple Pay or Google Pay).
• Refunds for cancellations are started right away. Refunds after a reported problem are started when we have made a decision.
• It usually takes 5 to 10 business days for a refund to appear on your statement, depending on your bank.
• You receive an email when a refund is started.

8. Disputes with your bank

Please contact us at support@gomycoach.com before disputing a charge with your bank or card issuer. In most cases we can help faster. If a charge is disputed, we share booking details, the cancellation rules you accepted and relevant messages with the payment processor so the case can be decided.

9. For Coaches/Consultants

• You are paid for sessions that took place, for late Client cancellations (less than 24 hours before) and for Client no-shows.
• If you cancel, or do not show up, the Client gets a full refund for that session.
• Card processing fees charged by Stripe are deducted from your payout. When a payment is refunded, the original processing fee is not returned, so it is borne by you.
• If a Client reports a problem, the payout for that session is on hold until we decide. Please answer our questions quickly.

10. Coach/Consultant subscription: cancellation and refunds

• The Coach/Consultant plan is an annual plan (12-month term) billed in 12 monthly payments.
• It renews automatically for another 12 months at the regular price on the renewal date, unless you cancel before the end of the term. Founding member discounts do not carry over.
• We email you 15 to 45 days before your term ends with the renewal date, the price and how to cancel.
• Cancel online at any time in your account with the “Click to cancel” button, or by email. No phone call needed. You get a confirmation right away.
• Cancelling stops the renewal but does not end the current term early. The remaining monthly payments of the current term stay due, and your profile stays live until the term ends.
• If a monthly payment fails, we email you right away. If it is still unpaid after 14 days, your profile is hidden until it is paid. We remind you before that happens.
• Monthly subscription payments are non-refundable, except where required by law or where we close your account without a breach on your part (then we refund fees paid for the time after closing).
• Founding member discounts apply to months 1–6 of your first term, as described in the Terms of Service.

11. Questions

Email support@gomycoach.com or see our Contact page. We usually reply within 2 to 3 business days.