Cancellation Policy

When you book a session, its credits are taken from your balance and held. Your coach then accepts or declines the request. If they decline, or haven't accepted 1 hour before the start, every credit comes back to your balance straight away. You can also cancel a request that hasn't been accepted yet for a full refund.

Cancel a confirmed session 24 hours or more before its start and every credit comes back. Cancel less than 24 hours before the start and half the credits come back, rounded down; your coach earns on the other half for the time they kept free. You cancel from the session's page, and the refund goes straight back to your credit balance.

If your coach declines or cancels a session, for any reason and at any time before it starts, every credit comes back to your balance.

If your coach doesn't join within 15 minutes of the start, report it from the session's page. If our records show your coach never opened the video room, every credit comes back at once; if they did open it, our team looks into it and decides. If you don't join, your coach may mark you as absent after 15 minutes and the credits are not returned.

A confirmed session that nobody closes is settled automatically 48 hours after its end. It counts as given if your coach opened the video room; if they never did, every credit comes back to your balance.

If something went wrong with a session that took place, report it from the session's page within 7 days. Our team looks into it and either returns your credits in full or closes the report; you see the decision on the session's page and in your notifications.

If you think a cancellation, no-show or report was handled wrongly, write to LEADSPIRE LTD at support@voicecoach.studio with the session's page address.