Coachook operates on a subscription-only model. Clients use the Platform free of charge, and Trainers may buy an optional paid subscription. Coachook does not charge commission or booking fees, and does not process payments between Clients and Trainers. This policy explains how cancellations and refunds work for each of these.
Before a Trainer buys a subscription, we show the price, the billing frequency, and the fact that it renews automatically. We do not add hidden fees or deductions.
Session and package prices shown on a Trainer's profile are set by the Trainer for information only. Coachook does not collect or receive any part of them.
Cancelling: You can cancel your subscription at any time from the Subscription screen in the app or through the billing portal it links to. Cancelling takes no more steps than subscribing. When you cancel, auto-renewal stops and you keep access to paid features until the end of the billing period you have already paid for.
Refunds: Except where required by applicable consumer protection law, subscription fees are non-refundable once a billing period has begun. If you were charged in error, for example a duplicate charge or a charge after you cancelled, contact us and we will refund the incorrect charge.
Promotional and free periods: If a subscription starts with a free or discounted promotional period, the price and the date billing begins are shown at checkout. The subscription converts to the regular price automatically when the period ends unless you cancel before then. If you cancel during a free period, you will not be charged.
App store purchases: If you bought a subscription through the Apple App Store or Google Play Store, cancellations and refunds are handled by that store under its own policies.
Deleting your account: If you delete your account, we cancel any active subscription so that you are not charged again. Fees for the current billing period are not refunded except where required by law.
Payments for coaching sessions are arranged directly between the Client and the Trainer, outside the Platform. Coachook does not take, hold, or refund these payments.
Each Trainer sets their own cancellation, rescheduling, and refund terms, which should be agreed with the Client before a session is booked. Either party can cancel or request to reschedule a booked session in the app at any time. As a courtesy, we encourage giving at least 24 hours' notice, but the terms agreed between the Client and the Trainer apply.
If a Trainer cancels a session, any refund of money the Client has paid them is a matter between the Client and the Trainer. Disputes between Users are covered by our Terms and Conditions.
For questions about billing, cancellations, or refunds, please contact us at acefitnesstherapy@gmail.com.