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Payments, Refunds and Cancellations Policy

Last updated: date · Operator: Legal entity name (ABN ABN) ("Arys") | contact email

This policy explains how payments work on Arys for athletes, parents, guardians and guests. It forms part of the Terms of Use.

1. Your consumer rights come first

1.1 Nothing in this policy excludes, restricts or changes your rights under the Australian Consumer Law (ACL).

1.2 Under the ACL, coaching services must be provided with due care and skill and be fit for the purpose you made known. Merchandise must be of acceptable quality and match its description. If there is a major failure, you can choose a refund. If there is a minor failure, the coach can choose to fix it, provide the service again or refund.

1.3 A coach's cancellation policy cannot override these rights.

2. Who you are paying

2.1 When you pay for a booking, membership or merchandise, you are paying the coach's organisation. Payments are processed by Stripe directly into the coach's Stripe account.

2.2 Arys receives a platform fee from each payment. This does not change the price you see.

2.3 Prices are shown in Australian dollars and include GST where applicable.

2.4 Arys does not store your full card number. Card details are handled by Stripe. In-app purchases through Apple or Google are handled by them.

3. Bookings

3.1 Session types include 1-on-1, small group, team sessions, classes and camps, and session packs.

3.2 Payment is taken when you book. A booking is only confirmed once payment succeeds. For repeat bookings you choose to pay for every session upfront, or to have your saved card charged 48 hours before each session.

3.3 Guests can book without an account using a name, email and payment. The booking will be linked to an account later if you sign up with the same email.

3.4 Paying each week: your card is saved with the coach's Stripe account and charged 24 to 48 hours before each session. If a charge fails, we try again and email you a link to pay. If a session is still unpaid when the free-cancellation window starts, that session is cancelled and you are not charged for it. Paying each week has no block discount and needs an account.

3.5 Group sessions with friends: the person who books can share a link so other players join. Each player pays for their own place, and can cancel their own place under the same cancellation rules. If the person who booked cancels the session, every player gets a full refund.

3.6 Credit: if a coach cancels a day and gives you credit instead of a refund, the credit comes off your next single session with that coach. If that booking is cancelled or not paid in time, the credit is returned to you.

4. Cancelling a booking

4.1 Each coach may set their own cancellation policy. It is shown before you book. If the coach has not set one, this default applies:

4.2 If the coach cancels or cannot run the session, you get a full refund or, if you choose, a rescheduled session.

4.3 Session packs: each coach chooses whether unused sessions in a pack expire, and if so after how many months (1 to 36 months from the day you buy), or that they never expire. The expiry is shown before you pay and in your account. One pack credit books one session. If you cancel before the coach's free cancellation time, the credit goes back to your pack. A late cancellation or a no-show uses the credit. If the coach cancels, the credit goes back. Packs are bought by an adult account holder, and anyone on that account can use the credits with that coach. [Changed 23 Oct 2026: filled in to match how packs work in the app.]

4.4 If you were unable to attend for a serious reason (for example illness or injury), contact your coach. Coaches are encouraged to be flexible.

5. Memberships

5.1 Coaches may offer monthly or month-to-month memberships. A membership renews automatically each month until cancelled.

5.2 There are no free membership trials.

5.3 Cancelling: you can cancel at any time in the app. Your membership stays active until the end of the current paid month and will not renew.

5.4 Price changes: the coach must give you at least 30 days' notice before your membership price increases. You can cancel before the new price applies.

5.5 Memberships bought in the iPhone or Android app are billed by Apple or Google, not by Arys or the coach. Their prices are set as App Store or Google Play price points, so family and loyalty discounts don't apply. You manage, cancel and ask for refunds through your Apple or Google account, under their terms. Arys passes the coach's share on to them each month. [Changed 27 Oct 2026]

6. Discounts

6.1 Directory first-month discount: coaches may offer up to 25% off the first month of a membership to athletes who found them through the Arys directory.

6.2 Family discount: a discount may apply for additional children on the same family account.

6.3 Loyalty discount: your membership discount may increase the longer you stay, according to the ladder shown in the app. If your membership ends, your loyalty level resets.

6.4 Referral discount: if you join through a friend's referral link, you get the discount set by the coach. See the Referral Program Terms.

6.5 Discount rules are shown before you pay.

7. Failed membership payments

7.1 If a membership payment fails, your membership becomes past due.

7.2 We will retry the payment on days 3, 5 and 7 after the first failed attempt and notify the account holder each time.

7.3 You keep access during the 7-day grace period.

7.4 If the final retry fails, the membership ends. Any loyalty level resets. You can re-join at any time.

7.5 You can update your card in the app at any time to fix a failed payment.

8. Merchandise

8.1 Merchandise is sold by the coach and collected from the coach at their venue or at a session. Arys does not ship items. The coach tells you when your order is ready to collect.

8.2 If an item is faulty, not as described or not ready to collect, contact the coach. You are entitled to a remedy under the ACL.

8.3 Change-of-mind returns are at the coach's discretion. Ask the coach before you buy. If they take an item back, they refund you through Arys.

9. Refunds

9.1 Refunds are made by the coach to your original payment method through Stripe. They usually take [5–10] business days to appear.

9.2 If you cannot resolve a refund request with the coach within 7 days, contact Arys at contact email. We will review it and may help resolve it.

9.3 Please contact us before starting a chargeback with your bank. Chargebacks can delay resolution.

10. Coach plan fees

10.1 Coaches pay Arys's platform fees under the Coach Terms. Fee increases for coaches require 30 days' notice.

11. Complaints

11.1 Contact contact email. We aim to acknowledge within 2 business days and respond within 14 days.

11.2 You can also contact NSW Fair Trading or your local consumer protection agency.

References

• Competition and Consumer Act 2010 (Cth), Schedule 2 (Australian Consumer Law), consumer guarantees (ss 54–64) and remedies.
• ACCC, Consumer guarantees and Repair, replace, refund guidance: accc.gov.au
• NSW Fair Trading: fairtrading.nsw.gov.au