Refund and Cancellation Policy

SimRaces ("the Company," "we," "us," or "our") is the merchant of record for all coaching sessions booked through our platform. All refunds and disputes are handled according to this policy.

1. Full Refund Eligibility

You are eligible for a 100% refund if:

• Cancellation is made 24 or more hours before the session start time.
• The coach cancels the session for any reason.
• Technical issues verified by support prevent the session from occurring.
• The coach fails to show up for the scheduled session.

2. No Refund Situations

You are NOT eligible for a refund if:

• Cancellation is made less than 24 hours before the session.
• You fail to attend the scheduled session (no-show).
• The session occurred as scheduled.
• You violated SimRaces Terms of Service during the session.

3. Partial Refund (50%)

You may receive a 50% refund if:

• The session was significantly disrupted due to technical issues and both parties attempted to resolve them.
• The coach was late by more than 15 minutes.

4. How to Request a Refund

A. Via Email

Email: [email protected]

Include:

• Your full name
• Booking ID (found in your confirmation email)
• Session date and time
• Reason for refund request

Processing Time: 1-3 business days for a decision.

B. Emergency Cancellation

For emergencies less than 24 hours before a session:

• Email [email protected] with the subject "URGENT: Emergency Cancellation"
• Include documentation (medical, etc.)
• We review emergency requests on a case-by-case basis.

5. Refund Processing

Timeline

• Automatic refunds (24+ hour cancellation): Processed within 1 business day.
• Manual review refunds: 1-3 business days for a decision.
• Stripe processing: 5-10 business days for funds to appear in your account.

Refund Method

• Refunds are issued to the original payment method.
• Credit/debit card refunds appear as a credit on your statement.

6. Chargebacks

A chargeback is when you dispute a charge directly with your bank or card issuer instead of requesting a refund through SimRaces.

• Multiple chargebacks may result in account suspension or permanent ban.
• If you have already filed a chargeback, contact [email protected] immediately so we can work with you on a resolution.

7. Coach No-Show

• Wait 15 minutes past the session start time.
• Contact [email protected] with your booking details.
• If the coach does not respond, you will receive a full refund.

8. Disputes and Session Quality

If you are unhappy with the quality of a session:

1. Contact [email protected] within 7 days of the session with your Booking ID, specific issues, and any supporting evidence.
2. We will review your complaint within 24 hours.
3. We will contact the coach for their perspective.
4. A decision will be made within 5 business days.

9. Coach Payout Impact

• Cancellation 24+ hours before session: Coach is not paid (booking voided).
• Cancellation less than 24 hours before session: Coach receives 50% of their rate.
• Customer no-show: Coach receives 100% of their rate.
• Coach no-show: Coach receives $0 and may face penalties.

10. Contact Support

Email: [email protected]

Response time: 24 hours on business days. Please include your booking ID and relevant details.

This policy was last updated in April 2026. We reserve the right to update this policy at any time. Material changes will be communicated via email or platform notification.