1. The rules at a glance
| Situation | What happens |
|---|---|
| Within 14 days of purchase | Withdraw from your account. Hours already used are charged at the price you paid |
| Learn-or-free | Claim within 24 hours of a session ending, no questions. That session's value is refunded |
| Day 15 to day 90 | Unused hours are refunded. Used hours are charged at the full rate, without the pack discount |
| After 90 days | Hours never expire and can move to another coach. No cash refund |
| Coach suspended or leaves | You choose: move the hours, or a cash refund at the price paid, whatever their age |
| Coach no-show | Refund, or rebooking plus a free hour, your choice |
| Student no-show | The hour is used |
| Instant Session unmatched after 15 minutes | Automatic full refund |
2. Your 14-day right to withdraw
You can withdraw from any purchase within 14 days, without giving a reason. Use the withdraw button in your account. It takes two steps, and we confirm by email.
When you buy, you tick a box asking for coaching to start within the 14 days. You acknowledge that you will pay in proportion for what has been delivered. Used hours are charged at the price you paid, not the full rate.
3. Learn-or-free
If a session didn't teach you anything, tell us within 24 hours of its end. We refund that session's value with no questions. If you make three or more claims in 90 days, a person reviews them.
4. Unused hours from day 15 to day 90
You can claim a refund of unused hours. Hours already used are charged at the full rate, without the pack discount.
5. Unused hours after 90 days
Hours from packs never expire. After 90 days you can move them to another coach, but we don't give a cash refund.
6. If your coach is suspended or leaves
You choose to move your hours to another coach or take a cash refund at the price you paid. This applies however old the purchase is.
7. How a refund is worked out
refund = amount paid - already refunded - charge for used hours not already refunded
The result is never below zero.
Worked example. You buy 3 hours from a coach at $50 an hour with 15% off. You pay $127.50, which is $42.50 an hour. You use 1 hour.
- Withdrawal on day 10. The used hour is charged at the price paid: $127.50 - $42.50 = $85.
- Unused-hours refund on day 30. The used hour is charged at the full rate of $50: $127.50 - $50 = $77.50.
- Used hour already refunded under learn-or-free, then withdrawal on day 10. The hour was refunded earlier at $42.50, so nothing more is charged for it: $127.50 - $42.50 already refunded - $0 = $85. In total you get $127.50 back, never more.
8. Moving hours to another coach
We move the remaining money value at the new coach's rate, in whole 30-minute blocks. Any remainder is refunded to you.
9. How refunds are paid
Refunds go back to the original payment. If a card refund fails, for example because the card is closed, we pay you another way. Refunds on a charge are frozen while a dispute is open on it, so nobody is repaid twice. A refund covering two purchases is paid as two refunds.
10. Elite subscription
Elite gives you 6 hours a month at 15% off. Each paid invoice adds that month's hours, and they lapse at the end of the month. We state this before you buy. We email a renewal reminder before each renewal that shows any unused hours. You can cancel online at any time and keep access until the paid period ends. If you haven't used any hours, ask within 48 hours of a payment and we refund it as a courtesy.
11. Rescheduling and cancelling sessions
Reschedule free at least 12 hours ahead. Under 12 hours, you can reschedule free once. After that, the hour is used.
12. What isn't covered
- Anything you paid for outside MyLoLCoach.
- Penalties imposed by Riot Games.
We don't guarantee coaching results, so an outcome you didn't reach isn't a reason for a refund by itself.
13. How to ask
Use your account, or email [email protected]. See also our Terms of Service and Reports and Complaints.