This draft is for internal product, safeguarding, technical, and founder review. It has not been reviewed by independent counsel, is not yet accepted by users, and does not replace the policies currently linked by the apps.
Status and scope
This release-review draft applies to in-person or Coach-delivered sport services listed, requested, or paid for through Tactenza. It is not yet effective. The current implementation uses Stripe Standard connected accounts, direct charges on the Coach’s account, no Tactenza application fee in Checkout, Coach-initiated refunds in Stripe Dashboard, and signed webhooks to update Tactenza payment status. The final version must remain aligned with the production booking, fee, cancellation, refund, tax, receipt, and support workflows.
Who supplies the coaching service
Unless a class is expressly identified as operated by Tactenza, the Coach or coaching organisation shown on the listing independently offers and supplies the coaching service. That Coach is the seller responsible for delivery, suitability, supervision, venue and equipment safety, qualifications, insurance, attendance, service complaints, cancellations, refunds, receipts, taxes, and other obligations that apply to the class.
Tactenza provides discovery, class relationship, request, status, receipt-link, support-routing, and safety technology. Providing that technology does not by itself make Tactenza the Coach, employer, school, club, venue, guardian, or seller of the independent class.
Information before a Player commits
- The Coach must state the service identity, sport, age or level, location, schedule or term, class format, price and currency, inclusions, material requirements, capacity, and any trial conditions accurately.
- Any mandatory fee, deposit, recurring charge, equipment cost, late-cancellation charge, expiry, or material refund restriction must be displayed before the Player or guardian commits or pays.
- A guardian must make the service and payment decision for a guardian-managed Player where the product or law requires it.
- A listing, request, or payment status must not imply guaranteed availability, safety, qualification, outcome, attendance, or refund eligibility beyond what is actually offered and lawfully supportable.
Cancellations and changes
The Coach must publish or communicate a clear cancellation and rescheduling policy that is consistent with the listing, the reason for cancellation, and applicable consumer law. The Coach must promptly notify affected Players or guardians of a material schedule, venue, price, or service change.
If the Coach cancels, cannot supply the agreed service, materially changes it without agreement, or supplies a service that does not meet an applicable consumer guarantee, the response must preserve the Player’s or guardian’s legal remedies. A blanket no-refunds statement cannot remove rights that the law does not allow the Coach or Tactenza to exclude.
Payments, fees, receipts, and taxes
- Class payments are currently processed as Stripe direct charges through the Coach’s Standard connected account. The Coach receives the service payment through that Stripe account, subject to Stripe’s processing, payout, refund, dispute, and account terms.
- Tactenza does not currently add an application fee to the class Checkout. The product must disclose any future Tactenza or provider fee before it is charged and must state whether a payment is one-off or recurring.
- The Coach remains responsible for service invoices, receipts, taxes, registrations, and records unless the product expressly states that another party performs a defined part of that obligation.
- Tactenza may display payment and refund status supplied by the payment provider, but that status is not a promise that every banking, chargeback, tax, or service dispute has been finally resolved.
Refunds, disputes, and chargebacks
Players and guardians should first use the class-linked Coach contact route for ordinary scheduling, cancellation, service, and refund requests. Tactenza support handles platform access, status errors, safety reports, and cases where the platform workflow cannot route the issue appropriately.
Tactenza may preserve relevant records, restrict payment-request functionality, or cooperate with the payment provider, consumer authority, or other lawful process. A payment dispute or chargeback does not by itself decide whether either party complied with the coaching agreement or platform rules.
Consumer rights and complaints
Nothing in these terms excludes, restricts, or modifies a right, remedy, consumer guarantee, or liability that cannot lawfully be excluded, including under the Australian Consumer Law. Any permitted limitation must be reasonable, transparent, and consistent with the service Tactenza and the Coach actually provide.
Platform questions may be sent to tactenza@outlook.com. The final page must also provide the Coach’s service-contact route, the applicable cancellation/refund policy at the point of commitment, and any external complaint information the law requires.