DRAFT: pending review by an attorney. Not yet in effect.
Activity Planet
Refund and Cancellation Policy
Version: refund-policy 2026-12
This policy applies to every coaching booking made on Activity Planet. The version you accepted is saved with your booking, so later changes never affect it.
What happens when
The coach declines, the request expires, or the time was just taken
Paid in the app: Nothing was charged.
Paid directly to the coach: Nothing to settle.
You cancel at least 24 hours before the start
Paid in the app: Full refund, fee included.
Paid directly to the coach: The expectation: you owe nothing.
You cancel less than 24 hours before the start
Paid in the app: 50% refund.
Paid directly to the coach: The expectation: half the price.
You don't come (not contested, or upheld)
Paid in the app: No refund.
Paid directly to the coach: The expectation: the full price.
The coach cancels, doesn't come, or their account is closed or banned
Paid in the app: Full refund, fee included.
Paid directly to the coach: The expectation: you owe nothing.
The coach blocks you
Paid in the app: Full refund.
Paid directly to the coach: The booking is cancelled.
You block the coach
Paid in the app: As if you cancelled at that moment.
Paid directly to the coach: The booking is cancelled.
A missed session is contested, or there's a problem with the session
Paid in the app: The refund waits for a moderator's decision (we aim for 24 hours).
Paid directly to the coach: Moderators can cancel or mark the booking; the money is between the two of you.
When a refund arrives
Refunds for in-app payments are made by Stripe to the card you paid with, usually within 5 to 10 business days.
Bookings paid directly to the coach
Where in-app payments aren’t available, payment is arranged between you and the coach. This policy is the expectation for both of you, and Activity Planet is not a party to that payment. Our moderators can act on conduct, such as repeated no-shows, but not on money.
Raising a problem
Open the booking and choose “Report a problem”. A moderator looks at every report; we aim to answer within 24 hours. You can also write to support at support@activityplanet.app.