Refund Policy
This policy explains how refunds are handled for athlete payments on the Train My Game platform. We aim to be fair and transparent about what is and isn't refundable.
1. Coach Accounts
Coach accounts are free. There is no subscription fee to refund.
TMG's platform fee is a percentage of athlete payments and is dealt with in section 2.
2. Athlete Payments
Payments made by athletes to coaches through the Platform are transactions between the athlete (or their parent) and the coach. The coach is the merchant of record; Train My Game Pty Ltd is not a party to the arrangement and does not hold the funds.
- Refund requests must be directed to the coach who collected the payment. Coaches set and manage their own refund arrangements with the athletes they train.
- Coaches can issue refunds from their Stripe dashboard, or by contacting us to do so on their behalf.
- When you refund a payment, TMG's platform fee on that transaction is returned automatically. This applies whether you refund through Train My Game or directly from your Stripe dashboard. We do not retain a fee on a transaction you have returned.
- Stripe's payment processing fee on a refunded transaction is generally not returned by Stripe and remains a cost to the coach.
- Cancelling a subscription stops future payments. It does not automatically refund payments already made.
If an athlete or parent raises a chargeback with their bank or card issuer, Stripe manages the dispute under its own process. The disputed amount and any dispute fee are debited from the coach's Stripe balance.
Train My Game does not adjudicate disputes between a coach and an athlete, but may be required to provide transaction records to Stripe or to relevant authorities.
3. Exceptional Circumstances
We understand that exceptional circumstances can arise. At our sole discretion, we may issue a full or partial refund in the following situations:
- A TMG platform fee charged in error
- A duplicate charge caused by a system fault
- A charge taken after a cancellation was confirmed in writing
Refund requests under exceptional circumstances must be made within 7 days of the relevant charge and must be accompanied by a description of the issue. We will respond within 5 business days.
Refunds, where approved, will be processed back to the original payment method via Stripe and may take 5–10 business days to appear on your statement.
4. Australian Consumer Law
Nothing in this Refund Policy limits your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). Where you are entitled to a remedy under Australian Consumer Law, this policy does not affect those rights.
5. Contact Us
For all refund requests or billing enquiries:
Train My Game Pty Ltd
Adelaide, South Australia, Australia
Email: admin@trainmygame.com.au
Please include your account email address and a description of the issue in your message. We aim to respond to all enquiries within 2 business days.