Our team is made up of coaches, sports parents, and former athletes, so we understand how busy and unpredictable family life can be. We built these policies to give families flexibility while also respecting the time our coaches dedicate to each athlete.
Please note: These policies only apply to lessons booked and paid for through Athletes Untapped. Keeping communication and bookings on the platform ensures your lessons are covered by our insurance, refund, credit, and cancellation protections – and allows our team to help if scheduling issues arise.
Understanding Your Purchase Options
There are three ways to purchase lessons through Athletes Untapped:
1. Trial Lesson
A Trial Lesson gives you the opportunity to train with a coach before deciding to commit long-term.
- Your trial lesson is 25% off the coach’s regular lesson price (we eat the cost for you and your coach!)
- If you change your mind after booking, you may request a full refund within 24 hours of purchase – as long as the lesson has not already been completed.
- After your trial lesson, you have a 48‑hour window to decide whether to continue with the monthly plan.
- Your 48‑hour decision window begins exactly one hour after the scheduled start time of your trial lesson.
- If you cancel within that 48-hour window, you will not be enrolled in the coach’s recurring monthly subscription.
- If you do not cancel within 48 hours, your account will automatically move into the coach’s Recurring Payment subscription.
2. Recurring Payment
Every coach offers a monthly plan which you enroll into after the trial (unless cancelled). This is a subscription that renews every 4 weeks and automatically puts 4 lesson credits onto your account. It saves you the hassle of re-booking and is the most cost effective option!
- As a baseline, your subscription includes four lesson credits each month.
- Clients can choose more than four lesson credits for the monthly plan prior to booking or they can update it any time, and that new number of lesson credits will renew monthly moving forward.
- Your payment automatically renews every four weeks on your scheduled renewal date.
- Example: if your monthly plan starts on Monday, October 1st – it will renew on Monday, October 29th.
- You may cancel your subscription at any time before your next renewal date to prevent the next charge.
- Once a recurring payment has been processed, it is non-refundable, but the lesson credits you purchased remain available to use.
3. Package Purchase
A Package Purchase allows you to buy multiple lessons upfront without enrolling in a subscription.
- Package options include 3, or 10 lessons.
- Package purchases are one-time purchases. They do not automatically renew.
Any unused lesson credits remain subject to the credit and refund policies outlined below.
Coach No-Show
We expect coaches to honor every scheduled lesson. But sometimes (rarely), life gets in the way and they aren’t able to make it.
If your coach misses the first lesson:
- You will receive the full value of that lesson to your account as a credit.
- Just mark the lesson on your calendar as ‘cancelled’ and the credit will go back on your account.
- If you no longer want to continue with the coach, we can help you find another coach with confirmed availability!
- We’ve done this for clients in the past and it typically takes 1 day to match you with a new coach (if already on our platform), or 2-3 weeks to recruit a new coach specifically for you.
- You may also request a refund instead for the full purchase value and we will grant it.
If your coach misses a later lesson:
- By now, you’ve already trained with this coach more than once. If rescheduling is an option, we highly recommend finding a new date/time.
- If you no longer want to continue with the coach, we can help you find another coach with confirmed availability! Same process above applies here. You may also request a refund instead for purchase value of lessons remaining – this does not include lessons already completed – and we will grant it.
Any restored or transferred credits keep their original expiration date.
If repeated no-shows make it difficult to continue training, contact our Support Team and we’ll help find the best resolution, including transferring your remaining credits to another coach.
Need to Cancel a Lesson?
We know family schedules can change quickly, especially with kids in sports. Our cancellation policy is designed to provide flexibility while still respecting the time coaches have reserved specifically for your athlete.
If you need to cancel an upcoming lesson, please notify your coach as soon as possible. The following cancellation windows apply to all lessons:
- If you cancel more than 4 hours before the lesson start time: You may cancel or reschedule without losing your lesson credit.
- If you cancel less than 4 hours before the lesson start time: The lesson is non-refundable and the credit will be deducted from your balance.
We use a 4-hour cancellation window rather than a longer 12 or 24-hour policy because we understand how unpredictable family schedules can be!
If a Coach Becomes Unresponsive
If your coach stops responding and you’re unable to schedule or continue your lessons, contact our Support Team at community@athletesuntapped.com.
A coach may be considered unresponsive when you’ve made reasonable attempts to contact them through Athletes Untapped and have not received a response within a reasonable period of time.
We’ll review the situation and make sure you don’t lose the value of any unused lessons.
- Any affected unused lesson credits will be returned to your AU account.
- You may use those credits with another Athletes Untapped coach.
- We can also help match you with another qualified coach with confirmed availability.
- If the coach becomes unresponsive before you’ve completed your first lesson, or if we’re unable to provide a reasonable replacement, you may request a refund for the unused amount associated with that coach.
- If you’ve already completed lessons with the coach, you may also request a refund instead for purchase value of lessons remaining – this does not include lessons already completed – and we will grant it.
A reasonable replacement means another qualified Athletes Untapped coach who offers the same sport and can reasonably meet your needs based on factors such as location, availability, and comparable lesson pricing.
If the coach’s lack of communication has caused a broader issue with your subscription or package, our Support Team will review the account and help determine the appropriate resolution.
Any transferred or restored credits keep their original expiration date.
Good Fit Guarantee
We want you to feel confident that you’ve found the right coach for your athlete. How the Good Fit Guarantee works depends on how you choose to get started.
If you start with a trial lesson
Your trial lesson is designed specifically to help you determine whether the coach is a good fit before continuing with regular training.
Because the trial itself is the opportunity to evaluate the fit, and it’s discounted 25% for you, the Good Fit Guarantee does not provide an additional credit or refund for the completed trial lesson.
If you start with a package
If, after your first completed lesson with a coach, you feel the coach isn’t the right fit:
- Contact our Support Team at community@athletesuntapped.com within 24 hours of that lesson being completed and tell us about the situation.
- We’ll return the value of that first lesson to your AU account as a credit.
- You can use that credit, along with any remaining unused credits, with another Athletes Untapped coach.
- Our team can also help you find another coach who better matches your athlete’s needs.
The Good Fit Guarantee applies once per coach and only to your first completed lesson with that coach when you did not begin with a Trial Lesson.
Credits restored through the Good Fit Guarantee keep their original expiration date.
Change of Heart
We understand that plans sometimes change shortly after a purchase. For eligible non-recurring purchases:
- Within 24 hours of purchase: You may request a full refund, provided the lesson or applicable credits have not already been used.
- After 24 hours: The purchase is no longer eligible for a Change of Heart refund, but any unused lesson value will remain available as a credit.
Recurring subscription payments are non-refundable once processed. To avoid your next recurring charge, your subscription must be canceled before the renewal date. Canceling a subscription stops future renewals. It does not remove credits you have already purchased. You can always re-enroll in the monthly plan after cancelling.
Lesson Credits
Lesson credits represent monetary value that can be used flexibly. You can use your available credit balance to book lessons with any Athletes Untapped coach, in any sport, and for any athlete associated with your account. Credits are not tied to a specific coach, sport, or athlete, so you can use your balance wherever you need coaching.
Because each coach sets their own rates, the amount of coaching your balance covers will depend on the coach and lesson selected. If a lesson costs more than your available balance, you may need to pay the difference.
Lesson credits expire 12 months from the date they were originally purchased.
Refund Timeline
Once approved, it takes 4-5 business days for the refund balance to hit your account (our payment processor’s posted timeline). You will be notified via email when it’s approved.
Contact Our Support Team
We’re always here to help! Get in touch via email and we’ll respond to your request within 24 hours: community@athletesuntaped.com
To view our full terms of service, visit this link. To view our privacy policy, visit this link.