Buying coaching on Stackapella: the marketplace terms

1. Who's who

The coaching is given by the coach, who is an independent professional, not Stackapella's employee or agent. Stackapella checks each coach's application and their sample feedback before approving them, and Stripe checks each coach's identity. We don't run background checks, and each coach's profile says so.

When you buy, you pay Stackapella, through Stripe. Stackapella keeps a commission of 15% of the price, and passes the rest to the coach. The price you see is the price you pay; the commission comes out of the coach's share, not on top.

2. What you can buy

• A take review: you send a take with your question, and the coach sends back comments at moments in your take (written or a voice note), a demonstration, a summary and exercises. One follow-up question is included.
• Monthly coaching: a set number of reviews a month and messages. Unused reviews don't carry over to the next month.
• A live lesson: booked in the app at a time the coach offers, and held by video call at the link the coach gives (for example Zoom or Meet).
• An exercise pack: a coach's warm-ups and exercises, checked by Stackapella before they're sold. It's added to your warm-ups library.

Prices are set by the coach, in US dollars, euros or pounds, and shown before you pay. Stripe emails your receipt.

3. Take reviews

• You pay when you send the request.
• The coach has 48 hours to accept or decline, and then their turnaround (2 to 7 days, shown before you buy) to deliver.
• You get a full refund, automatically, if the coach declines, doesn't answer within 48 hours, or misses their turnaround, or if you cancel before the coach accepts.
• Once delivered, the review is yours to keep and replay, including the coach's voice notes and demonstrations.

4. Monthly coaching

It's charged each month until you cancel. You can cancel at any time, and it lasts to the end of the month you've paid for.

5. Live lessons

• You pay when you book. If the time is taken meanwhile, or the booking doesn't go through, you're refunded in full.
• Some lessons need the coach's OK. If they don't answer in time, the booking is cancelled and refunded in full.
• Cancelling: each coach sets a cancellation policy, shown before you book (by default, 24 hours). If the coach cancels, you get a full refund. If you cancel at least that long before the lesson, you get a full refund. Later than that, there's no refund.
• Lesson bookings, reminders and rescheduling are handled through Event Schedule. Your name, email address and the lesson's time are shared with it for the booking.

6. Exercise packs

A pack is yours as soon as it's bought. If something's wrong with it, use "Report a problem".

7. When something goes wrong

Use Report a problem on the coaching. Hillel looks at every report, and may refund you in full or in part. If you dispute a charge with your bank instead, it's handled under Stripe's rules; please tell us first, as it's usually quicker.

If a coach is suspended, their open reviews that haven't been delivered are refunded. If you delete your account in the middle of coaching, what hasn't been delivered is refunded.

8. Your recordings and your privacy

• What you send a coach (your take, its pitch track and scores, and your question) is still yours. The coach may use it only to coach you, in the app, and may not keep copies, share it or use it for anything else.
• The coach's access ends 90 days after the coaching ends.
• Your feedback is shown on the coach's profile as a sample only if you agree.
• A coach who keeps their books in Invoice Ninja records your name and email address on an invoice for each sale. Invoice emails from it are off unless the coach turns them on.

9. Messages

Monthly coaching and lessons come with a message thread. Be kind, and keep payments in the app: a message asking you to pay another way shows you a warning and is flagged to us. You can report a message, or block the other person.

10. Ratings

After a finished, paid review, lesson or month of coaching, you can rate the coach from 1 to 5 stars, with optional words. Your rating is shown on the coach's profile with your first name and initial, and the coach may reply once, publicly. You can change it for 30 days. A coach's average shows once they have 3 ratings. We remove a rating only if it breaks the community guidelines.

11. What we promise, and what we don't

We approve every coach, check their sample feedback, and handle your payment and refunds as these terms say. We can't promise how much you'll improve, or that a coach's advice will suit you. The app's automatic scores are a guide, not a coach's judgement. Coaching isn't medical advice: if singing hurts, stop and see a professional.

12. Send to my teacher

"Send to my teacher" (on Plus) is for your own teacher, outside the marketplace. No money goes through the app, so these terms' payments, refunds and ratings don't apply. The teacher sees only the takes you share with them, and either of you can end it.

13. The rest

Nothing here takes away rights the law of your country gives you. Questions: [email protected].