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. Purchased session packages follow your coach’s posted refund policy — unless it says otherwise, unused package sessions are non-refundable. The platform fee is non-refundable. Cancellation timing is set by each coach. Questions: support@raelan.com.
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.
- While you are working together, your coach can issue a card refund to you from their side. After a coaching relationship ends, you can refund your remaining card-funded balance yourself, directly in the app (Section 4). You can also request one from support@raelan.com.
3. Session packages, credits, and memberships
- Purchasing a package converts money into session credits with that coach. Refunds of purchased credits follow the coach’s refund policy shown to you before you buy. Unless that policy says otherwise, unused session credits are non-refundable — including when a coaching relationship ends. A coach can always choose to credit or refund you at their discretion.
- Promotional or complimentary credits have no cash value and are never refundable.
- Memberships end at the close of the current billing period when cancelled or when a relationship ends — no further charges, and no pro-rata refund of the current period unless your coach offers one.
4. Ending a coaching relationship
If you end a coaching relationship (or your coach does), any upcoming booked sessions are cancelled without charge — cancellation windows do not apply to a departure — and the funds reserved for them are released back to your balance. You can then refund your remaining unused, card-funded balance with that coach back to your original card directly in the app, subject to the limits in Section 2. Funds already applied to delivered sessions, and unused session credits (Section 3), are not part of that refund.
5. 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.
6. 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.
7. Chargebacks and disputes
If you believe a charge is wrong, please contact your coach or support@raelan.com 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.
8. How to request a refund
Message your coach in the app; if your coaching relationship has ended, use the refund option in Billing to send your unused card-funded balance back to your card yourself. You can also email support@raelan.com with your account email and the amount in question. Card refunds typically take 5–10 business days to appear on your statement after they are issued, depending on your bank.