Refund Policy

1. General Refund Policy

At One skill UP, we strive to provide high-quality gaming coaching services. If you're not satisfied with your experience, we offer the following refund options:

• Single Session Purchases: Full refund if canceled more than 24 hours before the session
• Session Packages: Prorated refund for unused sessions minus a 10% administration fee
• Subscription Plans: Refund for unused portion of the current billing cycle

All refund requests must be submitted within 7 days of the session date or purchase date for unused packages.

2. Session Cancellations

Our cancellation policy is designed to be fair to both clients and coaches:

• More than 24 hours notice: Full refund or reschedule at no cost
• Less than 24 hours notice: 50% refund or reschedule with a 25% rescheduling fee
• No-show: No refund will be issued

To cancel or reschedule a session, please use your account dashboard or contact support at least 24 hours before your scheduled session.

3. Unsatisfactory Sessions

If you're unsatisfied with a coaching session, we offer the following options:

• Request a replacement session with a different coach at no additional cost
• Receive a partial refund (typically 50-100% depending on circumstances)
• Credit toward future sessions

To request a refund for unsatisfactory service, please contact support within 48 hours of your session and provide details about your experience.

4. Package Purchases

For multi-session packages, the following refund policies apply:

Discounts applied to package purchases will be deducted from any refund amount.

5. Processing Refunds

Approved refunds will be processed within 7-10 business days to your original payment method. The timing of when the funds are available depends on your financial institution.

Note that:

• Bank transfers may take 3-5 additional business days to appear in your account
• Credit card refunds typically appear within 1-2 billing cycles
• We cannot refund to a different payment method than the original

You will receive an email confirmation when your refund has been processed.

6. Non-Refundable Items

The following items are not eligible for refunds:

• Gift cards or session credits
• Completed coaching sessions (except for unsatisfactory service as outlined above)
• Merchandise that has been used or opened
• Special event tickets or tournament entries

All sales of digital products (guides, video courses) are final unless defective.

7. Special Circumstances

We understand that exceptional situations may arise:

• Technical Issues: If we're unable to provide service due to technical problems on our end, full refunds will be issued
• Coach Cancellations: If your coach cancels with less than 24 hours notice, you'll receive a full refund or priority rescheduling
• Medical Emergencies: With proper documentation, we may waive cancellation fees

Please contact support immediately if you believe your situation warrants special consideration.

8. How to Request a Refund

To request a refund:

1. Log in to your One skill UP account
2. Navigate to "Purchase History"
3. Select the item you wish to refund
4. Click "Request Refund" and complete the form

Alternatively, you may email info@oneskillup.org with:

• Your full name and account email
• Order number or transaction ID
• Reason for refund request

We typically respond to refund requests within 2 business days.

9. Dispute Resolution

If you're unsatisfied with our refund decision, you may:

• Request review by a senior team member by emailing disputes@oneskillup.org
• Provide additional documentation to support your claim
• Request mediation through the Better Business Bureau (for Canadian customers)

We will make every effort to resolve disputes amicably and fairly.

10. Policy Changes

We may update this Refund Policy from time to time. The "Last updated" date at the top of this page indicates when changes were made.

Continued use of our services after changes constitutes acceptance of the new policy. For significant changes, we will notify users via email or through our platform.

11. Contact Us

For questions about this Refund Policy or to request a refund:

• By email: info@oneskillup.org
• By mail: 3711 Central Pkwy Erin Mills, ON L5L 3A1
• By phone: +1 (905) 820 3501 (Monday-Friday, 9am-5pm MST)