Welcome to Coachability! By registering as a coach, you agree to schedule a client’s first training session exclusively through the Coachability platform. This ensures a smooth introduction, maintains platform integrity, and helps build trust with new clients. After the initial session, you are free to arrange and manage future bookings independently. Clear, prompt communication during this early stage is key to converting enquiries into successful bookings.
Your first session with any new player must be booked exclusively through the Coachability platform. This ensures a smooth onboarding for clients and upholds platform integrity.
Why is this required?
- New clients may not fully understand the Coachability platform. As trusted partners, coaches must guide them through the process.
- Prompt responses and clear communication help convert enquiries into bookings.
- Coaches with high booking rates and minimal cancellations receive increased visibility on the platform.
Failure to comply will result in account suspension or removal.
Commission Rate Transparency
Coaches earn 50% of the session fee for first-time bookings through Coachability. This covers payment processing, admin, and platform support.
Minimum Service StandardsAt Coachability, we aim to deliver a professional, reliable, and high-quality experience to all clients. To help us maintain this standard, we ask that all coaches agree to the following minimum expectations:
1. Keep your availability up to date - Your availability should reflect when you're genuinely free to coach. If it’s outdated or empty, your profile will be temporarily hidden until it’s updated. Use the Exceptions section to specify any dates or times you’re unavailable outside of your usual schedule.
2. Respond to messages and booking requests in a timely manner - Being responsive helps ensure a smooth experience for clients. If we notice a consistent lack of replies or slow replies we will temporarily deactivate your profile until we hear from you.
3. Ensure the first booking with every new player is made through the Coachability website - This is mandatory. Coaches must ensure that all first sessions with new clients are booked through the Coachability platform. Any attempts to bypass this process will result in your profile being removed from the platform.
4. Maintain a healthy enquiry-to-bookings ratio - We monitor the ratio of enquiries to bookings to ensure coaches are responsive and helpful. If this remains consistently low, your profile will be temporarily deactivated. These standards help protect the player experience, your reputation, and the integrity of the Coachability platform.
- Reply to client messages within 24 hours
- Respond to booking requests within 24 hours ("Accept" or "Decline")
- Contact clients promptly upon confirmation of booking
- Arrive on time (or early) for scheduled sessions
- Come to sessions prepared with all necessary equipment
- Maintain active communication with clients who have booked
- Keep availability and training locations up to date
- Provide clients with at least 24 hours notice in the event of a cancellation
- Maintain a minimum enquiry-to-booking conversion rate of 25%
Prohibited Conduct
For the safety and integrity of our community, the following actions are strictly prohibited:
- Exchange of contact information before a booking request is accepted
- Accepting payment from Coachability clients outside of the Coachability platform before a booking has been completed
- Encouraging Coachability clients to book with you or any associated coaching-related business outside of Coachability.
- Unprofessional communication or behaviour
- Falsification of personal information
- Providing a client experience that falls short of Coachability standards
- Coaching to be subcontracted or handed over to any other coach
Strict ComplianceCoaches must not encourage, request, or accept first-time bookings outside of the Coachability platform. Any attempt to bypass the platform for initial bookings will result in immediate suspension and permanent removal from the platform.
Non-Circumvention Fee
If a coach is found deliberately arranging sessions off-platform to avoid Coachability’s booking process, Coachability reserves the right to charge a Non-Circumvention Fee. This fee equals the full value of missed revenue, including the platform’s standard commission (50%). The amount will be deducted from the coach’s balance, or if no balance is available, the coach must settle the fee before continuing to use the platform.
Example: If a coach bypasses Coachability for a £40 session, a £40 fee + £5 admin charge = £45 total may be deducted or invoiced
If unpaid, Coachability may suspend the coach’s profile and pursue legal recovery. This policy ensures fairness to all coaches who follow platform guidelines and protects the integrity of the Coachability marketplace.
Response Time Standards
Response Time Expectations
Coaches are expected to reply to all new client enquiries within a reasonable time frame. Response time is calculated based on the average time taken to reply to new messages during the most recent full month of activity. The following benchmarks apply:
Extenuating Circumstances
If a coach believes their response time does not accurately reflect their availability — due to illness, technical issues, or other exceptional circumstances — they must contact Coachability to request a review. Cases will be assessed individually and support will be provided where appropriate.
Administration Fee for Repeat Declined Bookings
Exceptions:
Dispute Resolution
If a dispute arises between a coach and client or with Coachability:
- Coaches should first attempt resolution through Coachability support.
- If unresolved within 7 days, the issue may be escalated to a mediator appointed by Coachability.
- All parties agree to act in good faith to resolve disputes quickly.
Leaving the Platform
Breach of Agreement Payment Forfeiture
Coachability reserves the right to temporarily hide or deactivate a coach’s profile on the platform if the coach fails to adhere to Coachability’s policies and standards. This includes, but is not limited to:
- Consistently slow response times to enquiries
- Failure to respond to client messages
- Failing to keep availability updated to accurately reflect the times they are able to coach.
- Sharing personal contact information with clients prior to a confirmed booking
- Low enquiry-to-booking conversion rates
- Actively encouraging or directing clients to book or pay outside of the Coachability platform
Such actions are considered detrimental to the experience of players, parents, and the integrity of the platform.
Phone: 020 8087 3542
Email: [email protected]
By continuing to use the Coachability platform, you acknowledge that you have read, understood, and agree to abide by this Coach Partnership Agreement.