By creating a profile, listing services, or accepting bookings through Coachability, you confirm that you have read, understood, and agree to be legally bound by this Agreement.
If you do not agree to these terms, you must not create or maintain a profile on the Coachability platform.
1. Role of Coachability
Coachability operates as an online platform that connects coaches with individuals seeking coaching services. Coachability acts solely as a booking and payment intermediary and does not employ coaches or control how coaching services are delivered. All coaching services are provided independently by the Coach. Coaches are solely responsible for:
- the delivery of their coaching services
- maintaining appropriate qualifications and insurance
- ensuring sessions are conducted safely and professionally
2. Coach Responsibilities
Coaches using the Coachability platform agree to maintain professional standards and fulfil the following responsibilities:
- Provide accurate, complete, and up-to-date information within their Coachability profile at all times.
- Respond to client enquiries, messages, and booking requests within 24 hours, including accepting or declining booking requests where applicable.
- Contact clients promptly after a booking has been confirmed in order to coordinate session details where necessary.
- Maintain clear, professional, and timely communication with clients who have booked sessions.
- Maintain a minimum enquiry-to-booking conversion rate of 25%, where reasonably possible.
- Honour all confirmed bookings unless exceptional circumstances apply.
- Provide clients with at least 24 hours’ notice if a session needs to be cancelled or rescheduled, except in cases of emergency.
- Arrive on time or early for scheduled coaching sessions.
- Attend sessions properly prepared, including bringing any equipment necessary to deliver the coaching session effectively.
- Deliver coaching sessions to the best of their ability, maintaining professional coaching standards at all times.
- Maintain appropriate safeguarding practices and standards, particularly when working with children or vulnerable individuals.
- Keep their availability, session offerings, and training locations up to date on the Coachability platform.
- Comply with all applicable laws, regulations, safeguarding requirements, and professional standards relevant to their coaching activities.
3. Response Time Standards
As part of Coachability’s commitment to providing a high-quality experience for clients, all coaches are expected to maintain professional and timely communication through the platform.
Each coach’s response time is displayed on their profile and is calculated based on the average time taken to respond to new client messages during the most recent full month of activity.
Coaches are expected to respond to all new client enquiries within 24 hours wherever reasonably possible.
Response time benchmarks are displayed for guidance as follows:
Very Fast – Within 16 hours
Fast – Within 24 hours
Average – Within 36 hours
Slow – Within 48 hours
Very Slow – Over 48 hours
Consistently slow response times may negatively affect a coach’s profile visibility, booking opportunities, or continued participation on the Coachability platform.
4. Booking Process
All first sessions with customers introduced through the Coachability platform must be booked and paid for through Coachability.
Coaches must not:
- encourage customers to make their first booking outside the platform
- request payment directly from customers before a booking is made through Coachability
- arrange or accept payment outside the platform for the first session
- share contact details including telephone number, email address, social media accounts until a booking is accepted
This requirement exists to ensure that Coachability can continue operating the platform and providing services to both coaches and customers.
5. Client Introduction Protection
For the purposes of this Agreement, a customer will be considered to have been introduced through Coachability where any of the following occurs:
- the customer views the Coach’s profile on the Coachability platform
- the customer sends an enquiry or booking request through the platform
- communication occurs between the Coach and the customer through the platform
- the Coach receives the customer’s details through Coachability
Where a customer has been introduced through Coachability, the Coach agrees that the first session with that customer must be booked and paid for through the Coachability platform.
Coaches must not directly or indirectly encourage, solicit, or accept payment from such customers outside the platform for the purpose of avoiding platform fees for the first booking.
6. Platform CommunicationCoaches must not share personal contact details with customers prior to a booking being confirmed where the purpose of sharing such information is to arrange payment outside the Coachability platform.
This includes but is not limited to sharing:
- phone numbers
- email addresses
- social media accounts
- messaging applications
where the intention is to avoid completing the first booking through Coachability.
7. Platform Fees, Commission and PaymentsPlatform Fees and Commission
Coachability charges a platform commission on certain bookings made through the platform.
This commission is deducted automatically from the payment made by the customer before the remaining balance is paid to the Coach after the completion of the session(s).
All payments for sessions booked through Coachability will be processed through the platform’s payment provider.
Coachability reserves the right to modify its commission structure from time to time. Coaches will be notified of any material changes.
Gift Card Bookings
Coachability may offer gift cards or promotional credits that customers can redeem for coaching sessions through the platform.
Where a coaching session is booked using a Coachability gift card:
- the booking will be processed through the Coachability platform in the same way as a standard booking
- the Coach agrees to honour the booking in accordance with the terms of this Agreement
Coachability currently applies the following commission structure to gift card bookings:
- 50% commission on the first session booked with a customer introduced through the platform
- 20% commission on subsequent sessions booked using Coachability gift cards
The applicable commission will be automatically deducted before payment is made to the Coach.
Coachability reserves the right to modify its commission or gift card fee structure from time to time. Coaches will be notified of any material changes.
If a Coach accepts or facilitates a booking outside the Coachability platform in breach of this Agreement, Coachability reserves the right to charge a Non-Circumvention Fee.
This fee represents a genuine pre-estimate of the revenue loss suffered by Coachability as a result of the Coach’s breach.
Unless otherwise determined by Coachability based on the circumstances of the breach, the Non-Circumvention Fee will typically equal:
- the value of the missed platform revenue associated with the booking
- plus a £5 administrative processing fee
Example: If a session valued at £40 is arranged outside the platform after an introduction via Coachability, Coachability may charge a Non-Circumvention Fee equivalent to the lost platform revenue associated with that booking.
Coachability may deduct such fees from any balance owed to the Coach.
If the Coach does not have sufficient balance available, Coachability reserves the right to pursue recovery of the fee through appropriate legal means.
9. Presumption of IntroductionWhere a customer contacts a Coach within 30 days of viewing the Coach’s profile, making an enquiry, or receiving the Coach’s details through the Coachability platform, the customer will be presumed to have been introduced through Coachability unless the Coach can provide clear evidence that the relationship existed independently prior to the introduction.
For the purposes of this Agreement, an introduction includes:
- profile views
- enquiries through the platform
- booking requests
- communication facilitated through the platform
This presumption helps establish whether the first session should have been booked through Coachability.
10. Customer ConfirmationCoachability may rely on statements, reports, or confirmations provided by customers when investigating suspected breaches of this Agreement.
Where a customer confirms that a Coach attempted to arrange payment or bookings outside the Coachability platform prior to the first session being booked through the platform, Coachability may treat such confirmation as reasonable evidence when determining whether a breach has occurred.
11. Investigations and EvidenceCoachability reserves the right to investigate suspected breaches of this Agreement.
Coaches agree that Coachability may rely on available evidence including but not limited to:
- platform communication records
- booking activity
- customer feedback or reports
- patterns of booking behaviour
- other reasonable evidence suggesting circumvention of the platform
Where a breach is reasonably suspected, Coachability may take appropriate action in accordance with this Agreement.
12. Booking Acceptance and Declined Booking FeeCoaches are expected to respond to booking requests promptly.
Where a Coach accepts a booking and subsequently cancels or declines the booking without a valid reason, Coachability may charge an administrative fee of £5.
This fee helps cover payment processing costs and administrative time involved in cancelling and refunding bookings.
Coachability may deduct this fee from the Coach’s available balance.
13. Response Management FeeWhere Coachability staff respond to enquiries on behalf of a Coach and the Coach subsequently declines or fails to respond appropriately to the booking opportunity, Coachability may charge a Response Management Fee of £29.95.
This fee reflects the time and operational costs associated with managing enquiries.
14. Suspension or Removal of CoachesCoachability reserves the right to suspend, restrict, or remove a Coach’s profile from the platform where:
- the Coach breaches this Agreement
- repeated booking declines occur
- safeguarding concerns arise
- the Coach receives serious complaints from customers
- the Coach engages in behaviour that may damage the reputation of Coachability
Coachability may also remove or hide profiles that are inactive or incomplete.
15. Withholding of PaymentsWhere Coachability reasonably believes that a Coach has breached this Agreement, Coachability reserves the right to temporarily withhold payments owed to the Coach while the matter is investigated.
Where a breach is confirmed, Coachability may deduct applicable fees, charges, or damages from the Coach’s balance.
15. Dispute ResolutionIn the event of a dispute relating to this Agreement, both parties agree to attempt to resolve the matter in good faith.
Where a resolution cannot be reached, the matter may be referred to mediation prior to the commencement of legal proceedings.
16. Leaving the PlatformCoaches who choose to leave must complete all scheduled sessions before requesting account closure.
If a coach exits without fulfilling booked sessions, Coachability reserves the right to charge the full value of any outstanding bookings to ensure fairness to clients who have paid in advance.
17. Limitation of Liability
Coachability acts solely as a platform connecting coaches and customers.
Coachability is not responsible for the delivery, quality, or outcomes of coaching sessions.
Coaches remain solely responsible for their professional conduct, service delivery, and any liability arising from coaching activities.
18. Governing LawThis Agreement shall be governed by and interpreted in accordance with the laws of England and Wales.
Any disputes arising under this Agreement shall be subject to the exclusive jurisdiction of the courts of England and Wales.
19. Amendments
Coachability reserves the right to update or amend this Agreement from time to time.
Where material changes are made, coaches will be notified through the platform or by email.
Continued use of the platform after such changes constitutes acceptance of the updated Agreement.
20. Company Information
Coachability is operated by Coachability Group Limited, a company registered in England and Wales.
Website: www.coachabilitygroup.com
Phone: 020 8087 3542
Email: [email protected]