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 create a system that feels supportive and flexible for your family, while also honoring the time our coaches dedicate to your athlete.
Please note: These policies only apply to lessons booked through Athletes Untapped. Keeping communication & bookings on the platform ensures your lessons are covered by our insurance, refund and cancellation protections – and allows our team to help if scheduling issues arise.
Coach No-Show Policy
Our coaches are thoroughly vetted and carefully selected. That said, on rare occasions, things happen with their schedules – and we put guidelines in place to make sure you have a smooth experience.
If your coach does not show up for a scheduled lesson:
- You may cancel the lesson from your calendar and receive a full credit to reschedule at your convenience.
- If the coach is no longer the right fit, you may request a full refund – or we can transfer you to another coach with confirmed availability, at no additional cost.
You will never pay for a lesson that doesn’t happen due to a coach no-show. We stand behind every booking.
Need to Cancel a Lesson?
We know life is busy and family schedules change quickly, especially with kids. We’ve designed our cancellation policy to be flexible while still respecting our coaches’ time.
If you need to cancel your upcoming lesson and you notify the coach:
- More than 4 hours before the lesson start time: you may reschedule the lesson with no loss of credit.
- Less than 4 hours before the lesson start time: the session is non-refundable and will be deducted from your balance, as coaches reserve that time specifically for you.
We use a 4-hour window, not 12, because we understand family schedules can be unpredictable!
If a Coach Becomes Unresponsive
Our coaches are highly committed and only 10% of applicants are accepted. On rare occasions when communication falls short, we step in immediately.
If your coach becomes unresponsive and you’d prefer not to continue or wait for a reply:
- Send a message to community@athletesuntapped.com and notify us of the situation.
- We’ll credit any affected session(s) back to your account and help match you with another qualified coach in your area.
- If requested, we’ll personally recruit and vet a new coach based on your preferences within 14 days – handling the outreach and coordination for you.
- If we’re unable to provide a suitable replacement, or if you’d rather not continue, you are eligible for a full refund.
Good Fit Guarantee
If after your first lesson you feel the coach isn’t the right fit, contact our Support Team at community@athletesuntapped.com. We’ll apply that first session as a credit back to your account and help you switch to another coach – so you can rest assured your investment always goes toward finding the right match.
Subscriptions & Renewals
Every coach offers a subscription package. It renews monthly and adds four lessons to your account on the renewal date.
- Subscriptions must be canceled before the renewal date to avoid being charged for the next cycle.
- Once renewed, payments are non-refundable – however, you will retain any lesson credits you have paid for during the subscription.
Lesson Credits
Session credits are valid for 12 months from the date of purchase.
These credits can be applied toward lessons with any coach, in any sport, for any athlete – giving you full flexibility if schedules change or you decide to try something new.
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
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