This policy governs all coaching sessions facilitated through the Learnerbly platform. It applies to all coaching partners from the point of booking.
📌 Please note: This policy sets the overarching standards that apply to all coaching sessions on Learnerbly. Individual coaches may have their own specific conditions — including cancellation notice periods, booking processes and session formats — which learners should always check directly on the coach's listing page before booking.
Overview
Cancellation Policy: A minimum of 48 hours' notice is required to cancel or reschedule a session. Please note that individual coaches may have their own cancellation terms — always check the coach's listing page for their specific requirements.
Session Validity: Your first session must be scheduled within 3 months of your booking being recorded. For packages of multiple sessions, you have up to 12 months to complete all sessions.
Time-Zone Availability: Coaches must clearly indicate their time zone and available working hours on their Learnerbly profile to minimise scheduling conflicts.
Purpose
This policy sets clear expectations for how coaching sessions on Learnerbly are scheduled, managed, and tracked. It promotes a consistent and professional experience for learners and coaches by defining timelines, communication standards, and session validity. Its purpose is to reduce scheduling delays, non-responses, and no-shows while ensuring fairness and transparency for all parties.
Definitions
Fulfilment date: The date on which a coaching booking is recorded in the Learnerbly tracker and the coach is notified. Session validity and timelines are measured from this date.
Session validity period: The 3-month window from the fulfilment date within which the first session must be scheduled. For packages of multiple sessions, learners have up to 12 months to complete all sessions. Please note that individual coaches may have their own session validity terms — always check the coach's listing page for their specific requirements.
No-show: A situation where a learner or coach fails to join a scheduled session without having provided at least 48 hours' notice.
Late cancellation: A cancellation or reschedule request made with less than 48 hours' notice before the scheduled session start time.
Refund: Restoration of the session entitlement to the learner, allowing them to rebook with an alternative coach or allocate the value to another resource on the platform.
Fulfilment Process & Responsibilities
Learnerbly Responsibilities
When a learner requests a coaching session, the request enters the Learnerbly fulfilment pipeline.
The fulfilment team logs the request in the tracker, assigns a fulfilment date, and notifies the selected coach.
The first session must be scheduled within 3 months of the fulfilment date. For packages of multiple sessions, learners have up to 12 months to complete all sessions.
Coach Responsibilities
Once notified of a new booking, the coach should:
Make initial contact with the learner within 24 hours of receiving the request, proposing available session times. This applies within standard working hours and working days — coaches are not expected to respond outside of their stated working hours or on weekends.
Follow up with the learner after 7 days if no response has been received.
If there is still no reply after the follow-up, no further outreach is required. The learner may reconnect with the coach at any point within the 3-month validity period.
Log any non-responsive learners on the shared order tracking spreadsheet after the second contact attempt, noting the dates of outreach in column L (Non-Responsive Learner) of the yearly tab, and tag partners@learnerbly.com in a comment. The Learnerbly partnerships team will follow up accordingly.
Coaches are required to notify the Learnerbly partnerships team at partners@learnerbly.com of any planned annual leave or extended unavailability with a minimum of 5 business days' notice, following the same process as a temporary profile deactivation. This allows Learnerbly to manage learner expectations and pause new bookings during the coach's absence. Where advance notice has been given, the 24-hour initial contact window will commence from the coach's confirmed return date. Failure to provide advance notice may result in any missed contacts during that period being recorded against the coach's account.
Where a booking is received during a coach's period of annual leave — whether due to insufficient notice or failure to notify Learnerbly — Learnerbly will contact the learner to inform them of the coach's return date and offer them the choice to wait and schedule upon the coach's return, or opt for a refund of the session.
Learner Responsibilities
Once contacted by a coach, the learner should:
Respond promptly and coordinate directly with the coach to confirm a session time.
Be aware that your first session must be scheduled within 3 months of the fulfilment date. For packages of multiple sessions, you have up to 12 months to complete all sessions.
Scheduling & Attendance
A 15-minute grace period applies to all sessions. Both parties are expected to make reasonable efforts to join within this window.
Coach Responsibilities
Coaches must join sessions at the scheduled start time.
If running late, the coach must notify the learner immediately.
If the coach joins within the 15-minute grace period, the session proceeds as planned.
If the coach has not joined within 15 minutes and has not provided prior notice, the learner may choose to treat the session as a coach no-show and request a reschedule at no cost.
Learner Responsibilities
Learners must join the session at the scheduled start time using the link in the calendar invite.
Sessions will end at the originally scheduled time regardless of a late learner start.
If a learner has not joined within 15 minutes and has not been in contact, the session may be treated as a learner no-show.
Session Duration
All sessions end at the originally scheduled time, regardless of late arrival by either party. Where a coach arrives late, they should offer the learner the remaining full session duration. Where a learner arrives late, the session will end at the originally scheduled time. Coaches may choose to extend the session as a goodwill gesture but are under no obligation to do so.
No-Shows & Late Cancellations
Learner No-Shows and Late Cancellations
If a learner does not attend a scheduled session and has not provided at least 48 hours' notice, the session will be counted as having been used and will not be available for rebooking.
Exceptions may be made at Learnerbly's discretion in cases of documented technical failure or other circumstances clearly outside the learner's control.
Learners who accumulate repeated late cancellations or no-shows may have future session requests temporarily restricted.
Where a coach voluntarily offers a reschedule following a learner no-show, this is a goodwill gesture and does not constitute a new booking.
Coach No-Shows and Late Cancellations
If a coach does not attend a scheduled session and has not provided at least 48 hours' notice, the learner is entitled to either reschedule at no cost or opt for a refund.
Repeated no-shows will be subject to escalating review by Learnerbly, which may include formal notice, reduced platform visibility, or suspension from the platform.
Coaches should report a no-show to partners@learnerbly.com.
Cancellations & Rebooking
Either party may cancel or reschedule a session at no cost provided at least 48 hours' notice is given before the scheduled start time.
Sessions cancelled with sufficient notice remain available for rebooking within the original 3-month validity period.
Coaches may have their own cancellation notice requirements which may differ from the platform standard. These will be clearly stated on the coach's listing page and must be adhered to by the learner.
Communication Expectations
Coach Responsibilities
Initiate scheduling contact within 24 hours of being notified of a new booking.
Send a session reminder to the learner on the day of, or the day before, the session (recommended).
Log any non-responsive learners on the shared order tracking spreadsheet after two contact attempts in column L (Non-Responsive Learner) of the yearly tab, and tag partners@learnerbly.com in a comment.
Learner Responsibilities
Accept calendar invites and review session details in advance.
Join using the correct session link at the scheduled time.
Provide at least 48 hours' notice for any cancellation or reschedule request, unless the coach's listing states otherwise.
Technical Issues
If technical difficulties prevent a session from proceeding, both parties should make reasonable efforts to reconnect during the scheduled window.
Both parties are encouraged to share an alternative contact method when scheduling.
If the session cannot proceed despite reconnection efforts, it will be rescheduled at no cost.
Evidence of attempted contact may be requested by Learnerbly Support for verification purposes.
Temporary Profile Deactivation
Coaches may request a temporary deactivation of their Learnerbly profile if they are at full capacity or otherwise unavailable for new bookings.
Coaches should submit a deactivation request to partners@learnerbly.com with a minimum of 5 business days' notice.
Once confirmed, the coach's profile will be deactivated and a disclaimer will be added.
Deactivation applies to new bookings only — existing bookings must be honoured.
Coaches may request reactivation at any time by contacting partners@learnerbly.com.
Dispute Investigation
Where a complaint or dispute is raised, Learnerbly will seek documentation and context from both parties before drawing any conclusions. Learnerbly will acknowledge all escalated cases within 2 business days and provide a resolution within 10 business days.
Amendment & Review
This policy will be reviewed periodically as the platform evolves. Coaches and learners will be given reasonable notice of any material changes.
This policy was prepared by the Learnerbly Partnerships Team — Version 1.1, Updated July 2026.