Refund & Cancellation Policy
Short version: money you add is a prepaid credit toward your coach’s services. Unused credit that you funded by card can be refunded to your original card. The platform fee is non-refundable. Cancellation timing is set by each coach. Questions: [email protected].
1. Account funds are a prepayment for services
When you add funds on Raelan, you are prepaying the coach or facility you selected for their training services. Your balance is a credit toward that coach’s services — it is drawn down as sessions are delivered. It is not a deposit account, is not insured, and earns no interest. Each coach has a separate balance (“pocket”); funds added for one coach are used only with that coach.
2. Refunds of unused account funds
- Unused funds that you paid by card can be refunded to your original payment card. We do not refund to a different card or as cash.
- The platform fee added to card payments is non-refundable — it covers payment processing, which the card networks do not return when a payment is refunded.
- Refunds are limited to funds that are still unused and were actually collected by card. Funds already applied to completed sessions are not refundable.
- Your coach can issue a refund to you at any time. You can also request one from [email protected].
3. Ending a coaching relationship
If your coaching relationship with a coach ends, you can request a refund of your remaining unused, card-funded balance with that coach back to your original card, subject to the limits in Section 2. Amounts reserved for sessions that have already been delivered are not refundable.
4. Session cancellations and rescheduling
Cancellation and rescheduling terms — including how far in advance you must cancel to avoid being charged — are set by each coach and shown to you when you book. Because coaches run independent businesses, these windows vary. Where a session is cancelled within the coach’s free-cancellation window, any funds reserved for it are released back to your available balance.
5. Payments made outside Raelan
If a coach records a payment you made outside the platform (for example cash, check, or a bank transfer), that money never passed through Raelan. Refunds of those amounts are arranged directly between you and your coach; Raelan cannot refund funds it never received.
6. Chargebacks and disputes
If you believe a charge is wrong, please contact your coach or [email protected] first — most issues are resolved quickly. If you dispute a card charge with your bank and the dispute is resolved in your favor, the corresponding account credit is reversed, so the same funds are not both returned to your card and left available to spend.
7. How to request a refund
Message your coach in the app, or email [email protected] with your account email and the amount in question. Card refunds typically take 3–5 business days to appear on your statement after they are issued.