Payments are not yet available in Cotra. Until in-app payments launch, you arrange payment directly with your coach and Cotra is not involved. This policy sets out the terms that will apply from the point payments are introduced.
1. About this policy
This policy explains what refund you're entitled to if a session is cancelled, and who's responsible for issuing it. It applies to sessions booked and paid for through Cotra.
Each coach on Cotra holds their own Stripe account and is responsible for the sessions they deliver and charge for. Cotra provides the booking and payment technology and takes a platform fee, but doesn't hold your money directly — so where this policy says a refund is due, it's the coach who issues it, from their own account.
This policy sits alongside the cancellation terms already set out in the Coach Agreement, and works together with the Complaint and Dispute Resolution Policy for cases where a coach and guardian don't agree on how it applies.
2. If you cancel a session
| Notice given before the session | Refund |
|---|---|
| More than 48 hours | Full refund |
| Between 24 and 48 hours | Up to 50% refund |
| Less than 24 hours | Non-refundable, unless the coach agrees otherwise or exceptional circumstances apply |
These are the default terms. A coach may publish more generous terms on their profile or agree something different directly with you — where that happens, the terms shown at the time of booking apply.
3. If your coach cancels
If a coach cancels a confirmed session, you're entitled to a full refund for that session, regardless of how much notice was given.
A coach who cancels repeatedly, or without reasonable notice, may be in breach of the Coach Agreement — see the Complaint and Dispute Resolution Policy for how to raise that.
4. Illness, weather and other circumstances outside anyone's control
Where a session can't go ahead because of illness, unsafe weather, venue closure or similar circumstances outside either party's reasonable control, the coach should make reasonable efforts to reschedule the session rather than cancel it outright. If rescheduling isn't possible, the cancellation terms in Section 2 or 3 apply depending on who's cancelling.
5. No-shows
If you don't attend a session and haven't cancelled it in advance, it's treated the same as a cancellation with less than 24 hours' notice (Section 2) — non-refundable, unless there's a compelling reason the coach agrees to waive it.
6. Who issues the refund
Because coaches hold their own Stripe account and are the merchant of record for their sessions, refunds under this policy are issued by the coach, not Cotra. Where a refund is due:
- the coach should process it directly from their Stripe account within a reasonable time of the cancellation; and
- Cotra will follow up with a coach who doesn't do this, and can take action against their account if they don't cooperate — see the Complaint and Dispute Resolution Policy.
Cotra doesn't hold guardian funds and can't issue a refund directly on a coach's behalf.
7. If you disagree about a refund
If a coach and guardian don't agree on whether a refund is owed, either party can raise it as a dispute through Cotra. See the Complaint and Dispute Resolution Policy for how that works — in short, the other party can accept or decline what's been raised, and if it isn't resolved directly, Cotra reviews the booking record and cancellation terms that applied and helps the two of you reach a fair outcome.
Nothing in this policy affects your statutory rights as a consumer.
8. Changes to this policy
Cotra may update this policy from time to time, including as the payment model or platform features develop. Material changes will be communicated through the Platform, by email, or through another reasonable method.
9. Contact us
Cotra Limited, Company No. 17285541 65 Burgoyne Road, Sunbury-On-Thames, England, TW16 7PS
Email: hello@cotraofficial.co.uk