Refund and Cancellation Policy

1. What you are buying

A coaching package on Coachly is a service delivered by an independent coach: they ask you what they need to know, build you a training programme, send it to you in the app, and coach you through it for the length of the package.

All prices are in Egyptian pounds (EGP). Card payments are processed by a licensed Egyptian payment service provider. Coachly does not see, handle or store your card number.

2. Before you pay — cancel freely

• You may withdraw a request at any time, for any reason, at no cost.
• Nothing is charged until you choose to pay for a package a coach has already accepted.
• The price shown when you send the request is the price you pay. It cannot change afterwards.
• If your coach does not respond within the time shown on the package, the request is cancelled automatically and nothing is charged.

3. After you pay

Cancellations and refunds after payment are handled by Coachly support, not by the coach. Write to support@coachlyeg.com from the email address on your account, with the coach's name and the date you paid. We review every request and reply within two business days.

4. When you are entitled to a refund

You are entitled to a refund where any of the following is true:

• The plan did not arrive in time. Every package states how many days the coach needs to prepare your programme, and you see that number before you request it. If the coach misses the deadline they committed to, you may have the payment back in full.
• The coach became unreachable or stopped coaching during the programme.
• The service was materially not what the package described.
• You were charged in error, or charged twice for the same package.

Where part of the programme has been delivered, a refund may be proportionate to what was not delivered. We will tell you the figure and how we reached it before anything is returned.

5. When a refund is not due

• The programme was delivered as described and you simply changed your mind. Write to us anyway — we would rather hear it than not — but a delivered programme is not automatically refundable.
• You did not follow the programme, or did not get the physical result you hoped for. Coaching is a service, not a guaranteed outcome.
• You deleted your account while a programme was active. Deleting your account ends your programme immediately and forfeits anything already paid. The app warns you of this before you confirm, and it cannot be undone.
• The request is abusive — for example repeated refund claims across coaches, or a claim made after the programme was completed and reviewed.

6. How a refund is paid

• Approved refunds are returned to the card used for the original payment. We cannot send a refund to a different card, a wallet or a bank account.
• We submit the refund to our payment provider within two business days of approving it.
• How long it then takes to appear on your statement is up to your bank, and is typically a few working days.
• Coachly does not charge a fee for processing a refund.

7. Cancellation by Coachly

We may cancel a programme and refund it where a coach's account is suspended, where we find the platform has been misused, or where we are required to by law. If that happens we will tell you, in the app and by email.

8. Before you contact your bank

If something has gone wrong, write to support@coachlyeg.com first. Nearly everything is resolved faster that way than through a chargeback, and we can often fix a problem a bank cannot.

9. Contact

Operated by

Ali Abdallah, sole proprietor

Address

El Shorouk City, Cairo, Egypt

Email

support@coachlyeg.com

Phone

+20 101 592 9862

Hours

Sunday to Thursday, 10:00 to 18:00 (Cairo time)

This policy sits alongside our Terms of Service and Privacy Policy. Where they differ on refunds, this page governs.