Refund Policy
This policy explains how refunds are handled for subscriptions and player payments on the Train My Game platform. We aim to be fair and transparent about what is and isn't refundable.
1. Subscription Fees
Coach subscription fees are non-refundable once a billing period has commenced. Cancelling your subscription stops future billing — it does not entitle you to a refund for the current period.
Specifically:
- Subscription fees charged at the start of a billing cycle are non-refundable, even if you cancel partway through the period
- If you cancel your subscription, you retain access to the Platform until the end of your current billing period
- No partial refunds are issued for unused days within a billing period
- Downgrading your plan takes effect at the start of your next billing cycle; no refund is issued for the difference in the current cycle
If you believe you have been charged in error, please contact us at admin@trainmygame.com.au within 7 days of the charge and we will investigate promptly.
2. Player Payments (Coach-Collected)
Payments made by players to coaches through the Platform are transactions between the coach and the player. Train My Game Pty Ltd acts solely as a payment facilitator through Stripe and is not a party to the financial arrangement between coach and player.
- Refund requests from players must be directed to the coach who collected the payment
- Coaches are responsible for managing their own refund arrangements with players
- Train My Game platform transaction fees are non-refundable once a payment has been processed
- In the event of a dispute between a coach and player, Train My Game may be required to provide transaction records to Stripe or relevant authorities but does not adjudicate the dispute
Stripe's standard dispute resolution process applies to all payments. If a player raises a chargeback through their bank or card issuer, Stripe will handle the dispute in accordance with Stripe's policies.
3. Exceptional Circumstances
We understand that exceptional circumstances can arise. At our sole discretion, we may issue a full or partial refund of subscription fees in the following situations:
- A significant technical failure on our part that prevented you from using the Platform for an extended period
- Duplicate billing due to a system error
- Billing after a cancellation request 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.