Refund & Cancellation Policy

The Online Assessment is a separate once-off purchase. Its configured price is shown before checkout and it does not create an ongoing coaching subscription. Ongoing package pricing, term length, and billing model are shown separately after coaching eligibility has been confirmed.

Month-to-month packages carry no minimum term. You may request cancellation at any time from your account or by contacting support@myonlinecoach.co.za. Cancellation requests are reviewed and actioned by our team; your access to the Service continues until the end of your current paid period, and no further charges will be taken once cancellation is confirmed.

Fixed-term packages carry a minimum term as disclosed at checkout, in exchange for a lower monthly rate or a discounted upfront price. Requesting to end a fixed-term package before the minimum term has been reached will be reviewed against the specific terms of your package and applicable South African consumer protection law. Where early termination is agreed, any amount already paid for the unused portion of an upfront term may be subject to a reasonable administration adjustment, which will be disclosed to you before it is applied.

You may request to pause your coaching — for example, due to travel, injury, or a temporary break. A pause request is reviewed by our team, who will confirm with you whether billing is paused for the agreed period and, for a fixed-term package, whether the pause extends your remaining term by the same length. This is confirmed with you in writing at the time your pause is approved.

Refunds are considered on a case-by-case basis and are recorded and approved internally by our team. Circumstances where a refund may be appropriate include a service outage or defect that materially prevented you from receiving the coaching you paid for, or a billing error. We do not offer refunds simply for a change of mind once coaching has been delivered for the relevant period. Nothing in this policy limits any right you have under the Consumer Protection Act 68 of 2008 that cannot lawfully be excluded.

If a payment fails, we will notify you and give you the opportunity to update your payment details. Coaching work already legitimately completed by your trainer is not reversed because of a later payment dispute or refund — any correction relating to trainer compensation in that situation is handled as a separate, documented internal adjustment and does not affect the coaching you have already received.

Sign in to your account and use the billing section to submit a cancellation or pause request, or email support@myonlinecoach.co.za with your account details and the change you are requesting. We will confirm the outcome and effective date with you directly.

My Online Coach — support@myonlinecoach.co.za