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Provider Partnership Agreement

Last updated: 12th September 2024

Welcome to Coachability! By registering as a coach on the Coachability platform, you agree to book and schedule a client’s first training session exclusively through our platform. Clear communication is key; explaining how and why clients should book your training services is often enough to get started. 

Here’s why the first session needs to be booked through Coachability:  

New clients may not fully understand the Coachability platform. As our trusted partners, we rely on you to guide them through the process. Effective communication is essential here. Coaches who respond promptly to initial enquiries, have a high conversion rate from enquiries to bookings, and experience minimal booking cancellations will gain enhanced visibility on the platform and across social media and other channels. These coaches naturally attract more bookings. Remember, we are here to support you and your clients. If you need any assistance, feel free to reach out via phone at 020 8087 3542 or email at [email protected]

Any coach who fails to comply with the below requirements will be subject to their Coachability account being suspended and unable to accept new clients. We enforce our Guidelines and Expectations to ensure that all Coachability clients receive a great experience and to maintain the integrity of our community. 

To provide a great experience for Coachability's clients, we require coaches to: 

Reply to client messages within 24 hours (Failure to reply to 3 successive messages will result in your profile be temporarily deactivated) 

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 sessions 

Keep availability and location up to date (Failure to do so may result in your profile being deactivated) 

Provide clients with at least 24 hours notice in the event of a cancellation 

Maintain a minimum enquiry-to-booking conversion rate of 25% 

For the safety and integrity of our community, we do not allow: 

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

Administration fee for repeat declined bookings 

Anytime a refund is issued, we incur a 1.5% + 20p fee. To account for the time and resources required, a £5 admin fee will apply to any coach requesting 3 or more refunds within a 60-day period. This does not apply to clients who book without contacting you first, or to situations beyond your control, such as illness, weather, or client cancellations. To avoid unnecessary refunds, we recommend keeping your availability up to date and maintaining clear communication with clients, especially during the autumn and winter months due to unpredictable weather.

The Full terms of service can be found here