Frequently Asked Questions
Parents & Players

Here are some of the most Frequently Asked Questions for our Coachability Coaches.



FAQ

Coachability is a service connecting players of all ages and abilities with coaches for sport specific coaching. 

We believe sport specific private coaching is the secret to reaching the next level in sports and life. With seasoned experts who care passionately about developing a players game we are well positioned to helping athletes get the very best out of themselves. 

Search for coaches in your area   

Looking for a coach in your area for one on one or small group training sessions? Enter your location and browse through all coach profiles and sort the results by distance, price, and reviews to identify the coach that best fits your needs. Our coaches offer one on one training sessions, 2 player and small group training. 

Contact and book sessions with your coach 

Click the 'Book Now' button on one of the packages your coach has available on their profile (or send them a message by clicking 'Message Coach'). Here's some more information on how to contact a coach. After you book sessions with your coach, you'll automatically receive their contact information. Call or email your coach to set up your first training session!a coach in your area for one on one or small group training sessions? 

Get training! 

Now you're ready to train! Feel the difference as you sharpen your skills, learn new moves, and improve your game. Receive actionable feedback from your coach after every training session. Remember, you're in good hands with our dedicated support team. 

We'd love for you to share your enthusiasm for Coachability with your friends, family and colleagues** When you refer somebody to Coachability, they will receive £ off their first session. You will also earn £ in Coachbaility Cash that can be applied to sessions or merchandise. You will receive your Coachability Cash when your friend books a package and the coach accepts the booking request. Everybody wins! Please visit our referral page to take advantage of our great program and track the credit you've earned!* *Referrals tracked on this page include: Anyone who you have invited via email on/after 1st July, 2022. Anyone who books sessions using your referral code on/after 1st July, 2022 **Coachability's referral program is intended for family and friends. Coachability reserves the right to withhold any £ referral bonus if it is deemed that a code which has been given out or used is not in keeping with the spirit of Coachability's referral program.

All coaches have undergone an Enhanced DBS check, provided proof of their highest coaching qualification (minimum UEFA C) and have at least 5 years coaching experience. We also list all reviews from parents and players on a coaches profile page.

Booking Sessions with a Coachability Coach

Coaches set their own rates on Coachability, so pricing varies based on the coach you choose; a coaches pricing can be found on his or her profile page. Many coaches offer discounts for packages of multiple sessions or multiple athletes. 

There is no joining fee, no monthly subscription and no commitment.  

Training locations can be found on a coaches profile page. Many coaches have 2 or 3 training locations where the deliver most of their sessions. Some coaches are able to travel within a certain mile radius, this is shown on their profile page.

Interested in booking training sessions with a coach but want to make contact with the coach first? Once you've found your coach, you can email the coach at any time by clicking the "Message Coach" button on the coach’s profile page. Your message will be emailed to the coach, and his or her response will be emailed back to you.

When a booking request is submitted (upon completing the checkout process), we place an authorisation hold on your credit card. This hold typically appears as a pending charge or temporary authorisation on your statement. Your coach will have 24 hours to accept the booking request, at which time we will finalise the transaction. If your coach declines the request or 24 hours elapses, we will release the authorisation hold and our team will follow up to recommend another great coach who is ready to train you.

If you do not hear back from a coach within 48 hours of reaching out to them, please confirm your message was sent. It's possible your coach replied to you and the reply ended up in a spam folder in your email account. Confirm that your message was delivered to the coach by looking in your Coachability Inbox. Let us know if you didn't hear back from your coach. We'll do our best to reach the coach and confirm their availability, and in most cases the coach will then follow up with you shortly. However, we find that the best option is to also message additional coaches in case your first choice is currently unavailable. We understand that it can be frustrating to message a coach and not receive a response right away. We encourage coaches to respond as soon as possible, and even require coaches to reply to new messages within 48 hours. There is a chance that the coach is temporarily without access to the internet or email and simply cannot respond to you at the moment.

Please enter your discount code when prompted at checkout and click the "Apply" button. The discount code will automatically discount the specified amount from your training session or package price.

When a booking request is submitted (upon completing the checkout process), we place an authorisation hold on your credit card. This hold typically appears as a pending charge or temporary authorisation on your statement. Your coach will have 48 hours to accept the booking request, at which time we will finalise the transaction. If your coach declines the request or 48 hours elapses, we will release the authorisation hold. Please feel free to contact us, we have lots of great coaches and we are confident we can recommend a coach. The amount of time it takes for a bank or credit card company to remove the hold varies based on individual bank policies. Hold requests are usually resolved within 2 - 4 business days.

If you do not hear back from a coach within 48 hours of reaching out to them, please confirm your message was sent. It's possible your coach replied to you and the reply ended up in a spam folder in your email account. 

- Confirm that your message was delivered to the coach by looking in your Coachability Inbox. 

- Responses from coaches can sometimes end up in the Junk/Spam folder of your email account, depending on your personal email settings. 

Let us know if you didn't hear back from your coach. We'll do our best to reach the coach and confirm their availability, and in most cases the coach will then follow up with you shortly. However, we find that the best option is to also message additional coaches in case your first choice is currently unavailable. We understand that it can be frustrating to message a coach and not receive a response right away. We encourage coaches to respond as soon as possible, and even require coaches to reply to new messages within 48 hours. There is a chance that the coach is temporarily without access to the internet or email and simply cannot respond to you at the moment.

Managing Your Training Sessions

If an athlete needs to cancel a scheduled session, they must provide the coach with at least 24 hours advance notice. If the coach doesn’t receive that 24 hour advance cancellation notice, the coach may, at his or her discretion, mark that session complete and receive payment in full.

No. If you purchase a package of training sessions then you are able to use these as frequently or as infrequently as possible.

If you would like to transfer the credit from unused sessions with your current coach over to use with a new coach, you can initiate a Transfer Request. To initiate a Transfer Request contact Coachability's support team quoting the coach you have worked with and the coach you would like to work with. If you require advice on available coaches in your area please let us know and we will happily provide some coach options. 

If you are not interested in working with a Coachability coach at this time, you can request a refund for sessions that you have paid for, but have not yet completed. When requesting a refund, please note Coachability's refund policy: If you need to stop or pause training for any reason, sessions are eligible for a refund within 90 days of the date of purchase. After 90 days, all remaining sessions are only available for Coachability's credit. Unused credit expires one year from the date of purchase. To initiate a Refund: Visit the Contact Us page In your message to us, please include the reason for your refund request and any additional pertinent information We will be back in touch with you within 2 business days to assist with your refund

Support & Technical Help

After your completed training session you will receive an automated email inviting you to leave a review for the coach. Alternatively you can email Coachability at [email protected] with your review and the name of the coach and we will add the review to the coaches profile manually.

If you can't remember your password or would like top change it, go to the login page and press the "Reset Password" button. You will then be prompted to enter the email address associated with your account and we will send you an email that you can reset your password with.

If you'd like to change your email address, please contact the Coachability Team.

What do you love, dislike, or simply not understand about our site? We want to hear from you! Our team regularly reviews customer feedback. Many of the improvements to our site are made as a result of input from our users. While we do our best to act quickly, some recommendations can take time to implement. Please get in touch by email at [email protected]