How cancellations, refunds and no shows work for members and coaches. Your agreement with your coach is the document that applies to your package; this page explains the rules every agreement follows.
When you book or buy a package, Stripe charges your card directly to your coach's own Stripe account. Intervia never receives or holds your money and never keeps a credit balance for you. The money sits with Stripe, with payouts to your coach held.
Each session's share becomes payable to your coach 48 hours after that session ends, once your window to raise an issue has closed. Nothing reaches your coach before that.
Packages run 90 days from the date you pay. That is the validity we set for every package so that it is delivered while it is still useful.
If sessions are still undelivered at day 90, the package expires and is settled as if you had ended it: the sessions you used are priced on the exit ladder in your agreement and the rest is refunded to you. If sessions are undelivered because your coach was unavailable or stopped coaching, they are refunded at the package rate instead, so you keep the package discount.
Packages never renew on their own. Nothing is charged unless you book again. We remind you when 2 sessions are left.
If you end it: the sessions you have used are priced as set in the exit ladder in your agreement, and the balance is refunded. The Stripe processing fee on the package comes out of the refund, since you are the one ending it. No session you have used is ever charged at less than the package rate.
If your coach ends it: used sessions are charged at the package rate, the rest is refunded at the package rate, and the Stripe fee is your coach's.
From the moment either side asks to end a package, it is frozen. Sessions on the calendar are cancelled at no charge, no more can be booked, and your coach's payouts on that package pause until it is settled. Your coach cannot refuse your request; they can accept it or offer you a different settlement, which you can take or leave. If you withdraw the request, everything resumes and you rebook.
The other side has 2 working days to respond. If the two of you do not agree, it becomes a case: both add evidence, Intervia reviews it and decides. You can reply to the decision by email within 7 days.
You can pause your package at any time before day 90; your coach is told. Your coach cannot pause your package; they manage their own availability instead.
A pause does not refund anything and does not extend your 90 days, the clock keeps running. It only stops sessions being booked and stops the reminders. Resume whenever you are ready. If the package is still paused when day 90 arrives, it expires and is settled as in section 02.
If your coach set a pause price lock, your rate is held for that period when you start your next package.
Each coach sets their own cancellation policy. You see it on their booking page before you pay, and it is written into your agreement at the moment you buy. It does not change afterwards for sessions you have already paid for.
A coach's policy sets two things: how much notice you need to give to cancel without using up a session, and how many goodwill passes you get for late cancellations before a session is deducted. A goodwill pass is applied automatically while you have one.
Whatever a coach sets, two things always apply. If your coach cancels or moves a session, that session comes back to you at no cost and no goodwill pass is used. If your coach stops coaching, the unused sessions in your package are refunded at the package rate.
Refunds go to your original payment method through Stripe, from your coach's Stripe balance, and take 5 to 10 business days.
Any problem with a session or a payment must be raised with Intervia first, from the session or package page. It is free, and you never pay a fee to raise anything, with us or with your bank. You have 48 hours after a session to flag it before the money is released.
While a query on a session is open, that session's money is frozen for both sides: not paid to your coach, not refunded to you, until Intervia decides. Raising it with your bank instead, without coming to us first, is a breach of your agreement, and Stripe's dispute fee then falls on your coach. Nothing here takes away your rights under the law or your card's rules.
A concern raised separately, about conduct or safety, does not freeze any payment on its own. Intervia may act on money after reviewing it.
Intervia can freeze, suspend or close a coach's or a member's account. If that happens while you have a package: on a freeze, sessions on the calendar are cancelled at no charge, your package pauses with its money held with Stripe, and it resumes with its window extended if the account is reinstated. If your own account is suspended or closed, your package is ended as if you had ended it. If your coach's account is suspended or closed, your package is ended at the package rate, so you keep the discount.