Booking Policies

Booking confirmation

A booking is confirmed when payment is successfully processed (or for bookings requiring approval, when the coach approves and payment is processed). Players receive a confirmation email and the booking appears in their dashboard immediately.

Booking approval

Classes that require coach approval enter a pending state after payment is held. The coach must approve or decline within the configured approval timeout (set per class). If no action is taken within the timeout, the booking is automatically approved and payment is captured.

Class capacity

Each class has a maximum capacity set by the coach or club. Once capacity is reached, the class is shown as full. Players may join a waitlist. The class capacity can be increased by the coach or admin at any time.

Waitlist

Waitlisted players are notified in the order they joined the waitlist when a spot becomes available. Spots are strictly first-come, first-served — there is no time-based expiry, no offer hold, and no sequential offer-to-next-player queue (ADR-042). If a notified player loses the race (someone else books the spot first), their waitlist entry automatically resets to "waiting" rather than being permanently excluded, so they remain eligible for the next spot that opens on that session; re-joining the waitlist also resets a stuck "notified" entry back to "waiting" as a safety net.

Cancellation Policies

Player-initiated cancellations

Governed by the class-level cancellation policy set by the coach or club. Refunds are issued as credits (not as Stripe reversals). See the Cancellation Policy document for full details.

Coach/club-initiated cancellations

If a coach or club cancels a session or class:

All enrolled players receive a full credit refund automatically
Players are notified immediately
AllSquads reserves the right to apply service credits in cases of repeated cancellations

Private lesson cancellations by coach

If a coach declines a private lesson request after the player has paid, the player receives an immediate full credit refund. If the coach cancels an approved private lesson, the player also receives a full credit refund.

Refund Policy

Standard refund method

All refunds are issued as AllSquads credits. Credits are:

Issued immediately on cancellation confirmation
Equal to 100% of the refundable portion of the booking value
Club-scoped (usable only with the issuing club)
Subject to a validity period (expiry date)

How the booking fee interacts with credits

The booking fee is computed on the full class price, not on a post-credit cash portion. When a player redeems credits, the credits draw down the gross total (class price + booking fee), and the fee is charged once on whatever cash remains. The booking fee is waived only when credits cover the entire booking (credits ≥ class price + booking fee) — then the player is charged $0. The club-paid platform fee mirrors the cash-side math so the club's weekly payout reconciles exactly; this design moves money only between the player and the platform, never between the club and the platform.

Refunds claw back cash, not fees

When a refund is issued, only the class value is reversed (issued as credit). The booking fee is non-refundable — once paid on the original booking it stays with the platform and is not returned. The platform fee charged on the original payment is likewise not clawed back. Credit issuance and redemption events are recorded in the platform ledger for audit and reporting.

Cash refunds

AllSquads does not issue cash refunds (Stripe reversals) as standard practice. In exceptional circumstances, cash refund requests can be submitted to AllSquads support and are reviewed individually.

Non-refundable bookings

Bookings cancelled within the non-refund window of the class cancellation policy receive no refund. This is disclosed on the class detail page and at checkout.

Review Policy

Eligibility

Players may leave a review after attending a class session (marked as Present on the session roster). Players who did not attend (absent or cancelled) cannot leave a review for that session.

One review per booking

Each booking is eligible for one review.

Moderation

All reviews are moderated before publication. Reviews that contain:

Offensive, abusive, or discriminatory language
False or misleading claims
Personal information (names, contact details)
Content unrelated to the class experience

are removed without publication.

Response policy

Coaches and clubs may respond to reviews once. Responses are moderated on the same basis.

Dispute process

To dispute a published review, contact AllSquads support with the review reference. AllSquads will review and determine whether removal is warranted.

Content and Listing Policy

Accurate listings

Coaches and clubs are responsible for ensuring class listings are accurate, including: description, pricing, schedule, capacity, skill level, and cancellation policy. Misleading listings may be removed.

Prohibited content

Class listings must not include:

Offensive or discriminatory content
False claims about coaches, facilities, or qualifications
Contact details intended to circumvent AllSquads bookings

Listing removal

AllSquads reserves the right to remove any listing that violates these policies.

Data and Privacy

Data collected

AllSquads collects: name, email, phone, location, sport preferences, booking history, and payment references (not full card details — these are held by Stripe).

Data use

Player data is used to facilitate bookings, send notifications, and provide personalised recommendations. Player data is not sold to third parties.

Club data access

Club admins can access contact and booking data for players who have made bookings with their club. This data is scoped to the club — admins cannot access data from other clubs.

Data retention

Booking and payment records are retained for 7 years for tax and financial compliance purposes. User accounts can be deleted on request via Dashboard → Profile → Delete account. Deletion is a soft delete with PII anonymisation: the user row is marked deleted, personal fields (name, email, phone, photo, date of birth, emergency contacts, sports, certifications) are wiped, all refresh tokens are revoked, and the user is signed out. A confirmation email is sent to the user's email address before the wipe explaining what was removed and what was retained, with a contact address for any mistakes. Booking, transaction, credit and review records are retained but no longer linked to an identified person — the player name surfaces as "Deleted Player" on historical records.

AI agent data

Conversations with AllSquads AI agents are retained for 90 days and then automatically deleted. Agent conversations are not used to train AI models.

Platform Access Policy

Account suspension

AllSquads reserves the right to suspend or terminate accounts that:

Violate platform policies
Engage in fraudulent activity
Receive a sustained pattern of negative reviews indicating misconduct
Attempt to circumvent platform fees

Platform fees

By using AllSquads, coaches and clubs agree to the published fee structure. There are two distinct fees:

Booking fee — paid by the player at checkout. Set per class type (platform-wide).
Platform fee — deducted at payout time from the cash portion of each booking. Set by the coach or club's subscription tier. May be overridden per club by a custom-deal % set via the admin pricing console (single % per club).

Current rates are visible on the public pricing page and in Dashboard → Settings → Subscription.

Fee change notice

AllSquads may update fee rates at any time. Two timing options apply:

Apply now — the change is effective immediately on the next booking. Used for corrections, dev/test changes, and small adjustments where prior notice is not warranted.
Schedule — the change is queued with a future effective date. The admin chooses the schedule. An optional client-warning period may be specified (~30 days is the suggested default for increases, but it is NOT a mandatory minimum). Affected clubs and coaches see scheduled increases on their Plan & Billing surface ahead of the effective date.

The 30-day notice that earlier versions of this policy listed as mandatory is now an optional warning, not an enforced minimum. AllSquads will continue to give meaningful notice ahead of material fee increases as a matter of practice.

Stripe requirements

A connected Stripe account is required to RECEIVE payouts, not to operate. Coaches and clubs can publish classes, make their profile public and take bookings before connecting Stripe — payments are platform-held and the payout is held until Stripe is connected. Bookability is governed by the club's lifecycle state, not by Stripe status. If a connected account is later suspended, only payouts are held; listings and bookings continue.

Communications Policy

AllSquads splits outbound messaging into two categories. The line matters for legal compliance (Spam Act 2003) and for what users can turn off.

Transactional messages — always sent, cannot be opted out of

Booking confirmations, payment receipts, session reminders, cancellation notices, password reset, payout receipts, account security alerts, refund issued, account deletion confirmation. Transactional messages document a service the user has asked for; they are not commercial electronic messages under the Spam Act.

Marketing messages — opt-in, gated by user preference

Product updates, tips and tricks newsletters, new feature announcements, promotional offers, "we miss you" re-engagement, surveys, anything cross-sell or upsell. Marketing messages require express or inferred consent before sending and a functional opt-out in every message.

Email opt-out paths

Users can turn off marketing email via:

Dashboard → Settings → Communications → "Email — Marketing & updates" toggle
One-click unsubscribe link present in every marketing email (RFC 8058 List-Unsubscribe + visible link in the body). Clicking it flips the toggle without requiring login.

Both paths write a row to consent_events and update users.email_marketing_opt_in so the audit trail records every change.

SMS opt-out paths

Users can turn off marketing SMS via:

Dashboard → Settings → Communications → "SMS — Marketing & updates" toggle
Reply STOP (or STOPALL / UNSUBSCRIBE / CANCEL / END / QUIT) to any AllSquads SMS. STOP confirmation TwiML is returned automatically and the user's sms_marketing_opt_in flag is flipped immediately.

Reply START (or YES / UNSTOP) to re-subscribe. Both paths write a consent_events audit row.

Marketing email send infrastructure

As of 2026-05-27 AllSquads does not currently send marketing email broadcasts — only transactional email and marketing SMS campaigns (Dashboard → Messages → SMS Campaigns). The Communications email toggle controls future sends; the storage, audit trail and unsubscribe-token infrastructure are already wired.

Public newsletter signup (footer / homepage, ADR-066)

The marketing footer and homepage "Join AllSquads" form (POST /newsletter/subscribe) is a SEPARATE, anonymous-visitor capture list (newsletter_subscribers) — distinct from the account-level users.email_marketing_opt_in consent above, and unrelated to the players/coaches "newsletter" send described elsewhere. It is double opt-in: a signup writes an unconfirmed row and emails a confirmation link; the address is only ever counted as subscribed once that link is clicked (confirmed_at IS NOT NULL AND unsubscribed_at IS NULL). Every subscriber also gets a working, no-login unsubscribe link. This satisfies Spam Act 2003 s18 for this specific capture surface.

Platform Policies