Refund & Dispute Policy
What's refundable, how to cancel, and what happens if a charge is disputed. Plain English, with the math at the bottom.
About this policy
In short: Subscription billing is monthly, charged in advance. Refunds are limited. We try to be reasonable in genuine cases.
This Refund & Dispute Policy applies to subscriptions that subscribers (parents and adult athletes) purchase from coaches on UniteHQ. It is part of our Terms of Service.
How subscriptions work
In short: Most subscriptions are billed monthly in advance. Your card is charged the same date each month until you cancel.
- Subscriptions are billed in advance for the upcoming period (typically monthly).
- Your subscription automatically renews on the same day each month until you cancel.
- Coaches set their own prices. The price you see at checkout is what you pay. Stripe handles the actual processing.
Canceling a subscription
In short: Cancel any time from the billing portal. You keep access through the end of the current paid period.
- Sign in to your account and open the billing portal from the "Manage subscription" link in your subscriber dashboard.
- Click "Cancel subscription" and confirm.
- You'll keep access through the end of the current billing period. The subscription will not renew.
- You can resubscribe at any time.
When refunds are available
In short: Subscriptions are non-refundable except where required by law or where the platform itself failed to deliver.
Subscription fees are non-refundable except in the following circumstances:
- Required by law. Where applicable consumer-protection laws require a refund (for example, statutory cooling-off periods in some jurisdictions).
- Platform failure. If the Service was materially unavailable for an extended period during a billing cycle, we may issue a pro-rated credit or refund.
- Safety actions. If we suspend or terminate a coach for a violation of our policies that prevented you from receiving services, we may issue a refund or credit at our discretion.
- Coach discretion. Coaches may issue refunds at their own discretion within their own refund policies.
Refunds are returned to the original payment method through Stripe and may take 5–10 business days to appear, depending on your bank.
Payment failures and past-due
In short: If a charge fails, Stripe retries automatically. After about a week, the subscription is canceled.
- If a renewal charge fails, Stripe will retry the payment over the following days.
- Your subscription is marked past due while the retries are running. Update your card in the billing portal as soon as you can.
- If the payment cannot be collected after about a week, the subscription will be canceled. You can resubscribe at any time.
Disputes and chargebacks
In short: If something looks wrong, contact the coach first, then us. Chargebacks should be a last resort.
If you believe a charge was made in error or you didn't receive the service you paid for:
- Contact the coach through UniteHQ messaging first.
- If you can't reach a resolution, email billing@unitehq.com with the details. We typically respond within two business days.
- Use a chargeback as a last resort. Chargebacks bypass the resolution process, penalize coaches financially regardless of the merits, and may damage your ability to use the platform in the future.
UniteHQ may pursue recovery of platform fees and other amounts associated with fraudulent or abusive chargebacks.
The platform fee
In short: UniteHQ takes a percentage of each subscription. The percentage is shown at checkout.
UniteHQ collects a platform fee on each transaction. The percentage is disclosed at checkout and on the coach's marketplace profile. The remainder is paid to the coach.
Contact
In short: Billing questions go to billing@unitehq.com.
Email: billing@unitehq.com