1. Overview

1.1. This Refund & Cancellation Policy (“Policy”) explains when Players may receive refunds for purchases made on the ElevateGolf platform and how those refunds are processed. It should be read together with our Terms and Conditions, Privacy Policy and Acceptable Use Policy. Capitalised terms not defined here have the meaning given in the Terms and Conditions.

1.2. Payments and refunds are processed by PayPal®. All refunds are subject to PayPal’s rules and processing timelines. This Policy does not affect your statutory rights.

2. Definitions

2.1. “Tip” means a personalised digital deliverable (video, audio or written advice) created by a Coach for a Player.

2.2. “Delivery” means the moment a Tip is made available to the Player in their ElevateGolf account; a delivery time-stamp appears in the Tip record.

2.3. “Start Work Status” means the status shown to the Player as “In Progress”, indicating the Coach has commenced work. From this point, a withdrawal is treated as a cancellation after work began.

2.4. “Turn Around Time” means the indicative time displayed on a Coach profile based on their recent average turnaround; it is not a guarantee.

2.5. “Clarification” means the one‑time written message a Player may send to a Coach to seek clarification of the delivered Tip.

3. Eligibility & Time Limits

3.1. Clarification-first. Before requesting a refund for quality concerns, a Player must use the one‑time Clarification facility within the App.

3.2. Refund window. A Player may open a support ticket to request a refund within seventy‑two (72) hours after Delivery. Tickets opened after this window are ineligible unless required by law.

3.3. Proof. We may ask for reasonable information (e.g., screenshots or a short description) to assess the request.

4. Player‑Initiated Withdrawal (Before Start Work)

4.1. A Player may withdraw a Tip request any time before Start Work Status appears.

4.2. Refund amount. The refund will equal the Tip price minus non‑refundable payment gateway costs (currently 7.5% of the Tip price). The exact deduction is shown at the point of withdrawal. These gateway costs are not retained by ElevateGolf.

4.3. Finality. Withdrawn requests cannot be reinstated; a new request must be placed if the Player wishes to proceed later.

5. Non‑Delivery & Delays

5.1. Turn Around Time. Coach profiles display a “Turn Around Time” derived from average performance; it is indicative only.

5.2. Follow‑up. If no Delivery occurs within three (3) days after the end of the Turn Around Time, the Player may contact support to investigate.

5.3. Outcomes. Depending on circumstances, we may: (a) request the Player to allow additional time; (b) issue a full refund to the Player; and/or (c) take action on the Coach’s account. Where a refund is issued, non‑refundable PayPal fees (if any) are borne by the Coach.

6. Quality Concerns & Clarification Flow

6.1. Step 1 – Clarification. The Player must first use the Clarification facility (one message) to ask the Coach to clarify or reasonably improve understanding of the Tip.

6.2. Step 2 – Support ticket. If unresolved, the Player may open a support ticket within the 72‑hour window. We may request evidence (e.g., the Clarification exchange, specific concerns).

6.3. Resolution. The Coach may offer a partial or full refund. If not resolved, ElevateGolf’s Coach Panel may review whether the Tip materially deviated from the request or fell below expected standards. We will communicate a final decision and, if applicable, issue a partial or full refund.

7. Chargebacks

7.1. If a Player initiates a PayPal chargeback, ElevateGolf may suspend the related Tip, withhold funds and request information from both parties. If the chargeback is upheld, we may recover amounts from future Coach payouts and apply our standard account‑review measures.

8. Refund Method & Timing

8.1. Method. Refunds are returned via PayPal to the original payment method where possible.

8.2. Timing. PayPal’s processing timelines apply. Currency conversions and bank posting times are outside ElevateGolf’s control.

8.3. Fees. Where law permits, refunded amounts exclude non‑refundable payment gateway fees charged by PayPal. ElevateGolf does not add any additional refund fee to Players.

9. Exclusions (No Refund)

9.1. Requests made after the 72‑hour window (unless legally required).

9.2. Change of mind after Start Work Status, where Delivery occurs within a reasonable time.

9.3. Dissatisfaction with style, tone or coaching philosophy after the Clarification step has been offered.

9.4. Issues caused by the Player’s device, storage limits, connectivity or failure to follow instructions.

9.5. Breaches of our Acceptable Use Policy or attempts to take transactions off‑platform.

9.6. Fraudulent, abusive or excessive refund behaviour.

10. Effects of Refunds

10.1. Player licences. If a refund for a Tip is granted, the Player’s licence to that Tip is revoked.

10.2. Coach payouts. Refunded amounts (including any non‑refundable PayPal fees) may be reversed or clawed back from the Coach’s future payouts.

10.3. Coach offline scenarios. If a Coach becomes unavailable or leaves the platform before fulfilling a paid Tip, we will issue a full refund to the Player; the Coach’s account will be charged for the refund and associated transaction costs where permitted.

11. Abuse & Account Action

11.1. We may refuse or limit refunds, suspend accounts, or remove access where we detect fraud, chargeback abuse, harassment or violation of our policies.

12. Statutory Rights

12.1. Nothing in this Policy affects rights that cannot be excluded under applicable consumer laws. Where there is a conflict between this Policy and mandatory local consumer protection law, the latter prevails.

13. Contact

13.1. Support: support@elevategolf.com

13.2. Postal: Elevate Golf International Ltd, 1 Warner House, Harrovian Business Village, Bessborough Road, Harrow, London, HA1 3EX, United Kingdom.

14. Changes to this Policy

14.1. We may update this Policy from time to time. Material changes will be signposted in‑app or on our Site at least 30 days before they take effect, unless a change is required sooner by law or to address fraud or abuse.