This Cancellation Policy explains the rules and fees that apply when a client or coach cancels a confirmed session on the TribeGen FZ-LLC platform. All fees are disclosed upfront and proportionate to the loss caused, in line with UAE consumer protection law.

1. Client cancellations

24+ hours before session start — full refund

• Refund: 100% of the session price.
• Non-refundable: payment processing fees charged by our payment provider are passed through to the client and are not refunded.
• Coach impact: No earnings for the cancelled session.

Between 6 and 24 hours before session start — 50% refund

• Refund: 50% of the session price.
• Retained 50%: 70% to the coach as compensation for blocked time, 30% to the Platform.

Less than 6 hours before session start — no refund

• Treated as a no-show. No refund — the full session price is retained.
• Split of the retained amount: 70% to the coach, 30% to the Platform.

No-show by client

• Identical to a sub-6h cancellation: no refund, same 70/30 split.

2. Coach cancellations

24+ hours before session start — early cancel

• Refund to client: 100% of the session price.
• Coach impact: No earnings, no strike, no platform-funded credit.

Between 6 and 24 hours before session start — late cancel

• Refund to client: 100% of the session price.
• Goodwill credit to client: a Platform credit equal to 25% of the session price, funded by the Platform.
• Coach impact: No earnings, plus 1 strike on the coach's record.

Less than 6 hours before session start, or no-show

• Refund to client: 100% of the session price.
• Goodwill credit to client: 25% of the session price, funded by the Platform.
• Coach impact: No earnings, plus 2 strikes on the coach's record.
• Repeated coach no-shows may result in immediate suspension or removal from the Platform.

3. Strike system

Strikes are tracked on the coach's profile. A coach who accumulates 3 or more strikes within 30 days is automatically suspended from the Platform. Suspended coaches cannot accept new bookings until they contact support and the suspension is reviewed.

4. Force majeure

Cancellations caused by events beyond either party's reasonable control — including severe weather warnings issued by UAE authorities, government-ordered closures, or documented medical emergencies with proof — will be treated as no-fault cancellations. No fees apply and no strike is recorded. The Platform reserves the right to require evidence (e.g. official advisory, medical note).

5. How to cancel

1. Open the booking in the app.
2. Tap "Cancel session".
3. Confirm the cancellation. Any applicable refund or fee is shown before you confirm.
4. Refunds are processed back to your original payment method.

6. Refunds and payment disputes

Refunds tied to a cancellation are processed through Stripe, our payment provider, back to your original payment method. Chargebacks and payment disputes are handled by Stripe and your card issuer under their standard policies.