Refund policy

REFUND & CANCELLATION POLICY

The Athlete HQ
Last Updated: 31 August 2026

The Athlete HQ provides online sports performance coaching services. Because our services are delivered digitally through Google Meet and other electronic platforms, we do not currently sell physical products and therefore do not accept physical product returns.

This Refund & Cancellation Policy explains how cancellations and refunds for our coaching services are handled.

1. ONLINE SERVICES

All coaching services offered by The Athlete HQ are delivered online.

Depending on the service purchased, this may include:

One-on-one coaching sessions;
Personalised training programmes;
Performance assessments;
Video or training analysis;
Progress reviews;
Coaching consultations;
Training guidance; and
Other digital coaching services described at checkout.

All coaching sessions are conducted through Google Meet, unless otherwise communicated.

2. CUSTOMER CANCELLATIONS

You may request cancellation of a coaching service by contacting us in writing using the contact details provided on our website.

Cancellation requests should include:

Your full name;
Email address used for the purchase;
Order or booking reference, where applicable;
The service purchased; and
The reason for the cancellation, where relevant.

Cancellation requests will be assessed in accordance with the terms applicable to the service purchased and applicable South African consumer-protection legislation.

3. STATUTORY COOLING-OFF RIGHTS

Nothing in this Policy limits or removes any cancellation or cooling-off rights that a consumer may have under South African law.

For certain electronic transactions, South African law may provide consumers with a statutory cooling-off period. Applicable statutory exceptions may apply, particularly where a service has already commenced with the consumer's consent during the relevant period.

Where a consumer validly exercises a statutory cancellation right, The Athlete HQ will process the cancellation and any applicable refund in accordance with the law.

4. BEFORE COACHING COMMENCES

If a customer requests cancellation before their coaching service has commenced, The Athlete HQ will assess the request according to the applicable service terms and any statutory cancellation rights.

Where a refund is approved or legally required, the applicable amount will be refunded using the original payment method where reasonably possible.

5. AFTER COACHING HAS COMMENCED

Once coaching has commenced, the customer has received access to the purchased service and/or a coaching session has been provided.

Where permitted by law, refunds may therefore be assessed based on the portion of the service already provided.

For example, where a customer purchases a coaching programme containing multiple sessions and some sessions have already been completed, any applicable refund may take into account services already delivered.

Nothing in this section limits any statutory right to a refund or other remedy.

6. MISSED GOOGLE MEET SESSIONS

If you cannot attend a scheduled Google Meet coaching session, you should notify The Athlete HQ as soon as reasonably possible.

Where reasonable notice is provided, we may offer an alternative session time, subject to coach availability and the terms of the service purchased.

Repeatedly missing scheduled sessions without reasonable notice may result in the session being treated as used, where permitted by the applicable service terms.

If The Athlete HQ is responsible for cancelling a scheduled session, we will make reasonable efforts to reschedule the session at a mutually suitable time.

7. TECHNICAL PROBLEMS

If you experience technical difficulties joining a Google Meet session, please contact us as soon as possible.

Customers are responsible for having:

A suitable device;
A stable internet connection;
A functioning microphone;
A compatible browser or Google Meet application; and
Any other equipment reasonably required to participate.

If a technical problem is caused by The Athlete HQ or prevents us from providing the purchased coaching service, we will make reasonable efforts to reschedule the affected session or provide an appropriate alternative.

8. SERVICE NOT PROVIDED

If The Athlete HQ is unable to provide a purchased coaching service, we will notify the affected customer and provide an appropriate remedy in accordance with applicable South African law.

Where a refund is required, the refund will be processed within the period required by applicable law.

South African electronic-commerce legislation provides consumer remedies where a supplier fails to perform an online transaction within the agreed period or is unable to provide the purchased service.

9. UNSATISFACTORY SERVICES

We are committed to providing professional, structured and high-quality coaching.

If you believe that a service has not been provided as agreed, please contact us promptly with details of the issue.

We will review the matter and, where appropriate, may offer:

A correction to the service;
A replacement or rescheduled session;
Additional coaching support; or
A refund or other remedy where required or appropriate under applicable law.

The Consumer Protection Act provides consumers with protections relating to services that are not provided to the required standard.

10. NO GUARANTEED PERFORMANCE RESULTS

The Athlete HQ does not guarantee specific athletic results.

Refund eligibility is therefore not determined solely by whether a customer achieves a particular performance result.

Athletic performance can be affected by numerous factors outside our control, including:

Training consistency;
Recovery;
Sleep;
Nutrition;
Previous training history;
Genetics;
Injury;
Individual ability; and
Adherence to the coaching programme.

Purchasing coaching does not guarantee selection for a team, scholarship, contract, competition result, personal record or particular physical transformation.

11. PROMOTIONAL AND SALE PURCHASES

Promotional offers, including our 50% Spring Sale, remain subject to this Refund & Cancellation Policy and applicable South African consumer law.

A promotional price does not remove or reduce any statutory consumer rights.

Where a refund is approved for a promotional purchase, the refund will generally be calculated based on the amount actually paid for the relevant service, subject to applicable law.

12. REFUND METHOD

Approved refunds will generally be processed using the original payment method where reasonably possible.

Depending on the payment provider and banking institution, it may take additional time for the refunded amount to appear in the customer's account.

The Athlete HQ will not intentionally delay a refund that is required by applicable law.

13. CHARGEBACKS AND PAYMENT DISPUTES

If you have a concern regarding a payment or coaching service, please contact The Athlete HQ first so that we can attempt to resolve the matter promptly.

Nothing in this section prevents a customer from exercising any rights available through their payment provider or under South African law.

14. HOW TO REQUEST A REFUND

Refund and cancellation requests should be sent to:

The Athlete HQ

Email: support@theathleteshq.co.za

Subject: Refund / Cancellation Request

Please include your name, order information and a brief explanation of your request.

We will review the request and respond within a reasonable period.

15. CHANGES TO THIS POLICY

The Athlete HQ may update this Refund & Cancellation Policy from time to time.

The latest version will be published on our website together with the applicable effective date.

Changes will not remove or reduce rights that a customer has already acquired under applicable law.

16. SOUTH AFRICAN LAW

This Policy is governed by the laws of the Republic of South Africa.

Nothing in this Policy is intended to exclude, restrict or waive any consumer right or legal remedy that cannot lawfully be excluded or restricted under South African law.

17. CONTACT DETAILS