Refund Policy
Last Updated: April 28, 2026
Effective Date: April 28, 2026
Table of Contents
Section titled “Table of Contents”- About This Policy
- Scope and Defined Terms
- General Principles
- One-Time Specialist Services
- Recurring Specialist Services (Subscriptions)
- How to Request a Refund or Cancellation
- PointShot’s Discretion
- How Refunds Are Processed
- Chargebacks and Disputes
- Statutory Rights
- Changes to This Policy
- Contact Information
1. About This Policy
Section titled “1. About This Policy”This Refund Policy explains how refunds and cancellations work when you purchase a Specialist Service through PointShot, Inc. (“PointShot,” “we,” “us,” or “our”) at https://www.pointshot.com or through our related applications and tools (the “Service”).
This Policy is part of your agreement with us. It is referenced in, and incorporated into, our Terms of Service and our Privacy Policy. To the extent of a conflict between this Policy and a Specialist-set cancellation window or any other Specialist refund term, this Policy controls.
If you are a Specialist, the way refunds, chargebacks, and platform-fee adjustments affect your payouts is described in PointShot’s Merchant Services Agreement. This consumer-facing Policy governs the Customer side of the transaction.
2. Scope and Defined Terms
Section titled “2. Scope and Defined Terms”This Policy applies to purchases of Specialist Services made through the Service by an athlete, a parent or legal guardian of an athlete, or another end user (each, a “Customer,” “you,” or “your”).
For purposes of this Policy:
- “Specialist” means a sport coach or specialist who lists or sells services or products through the Service.
- “Specialist Service” means a session, package, plan, subscription, product, or other offering you purchase from a Specialist through the Service. Specialist Services include both One-Time Services (a single session, package, video review, plan, or other one-off purchase) and Recurring Services (a subscription or other automatically renewing arrangement, as described in our Terms of Service §9).
- “Scheduled Session” means a Specialist Service tied to a specific scheduled date and time (for example, a live coaching session). “Asynchronous Service” means a Specialist Service not tied to a scheduled date and time (for example, a video breakdown, written training plan, or nutrition plan).
- “Standard Window” means PointShot’s default cancellation timing rules, set out in Section 4.2.
- “Specialist-Set Window” means a cancellation window that a Specialist may select for an individual Specialist Service from PointShot’s pre-approved options. A Specialist-Set Window may be more buyer-friendly than the Standard Window, but may not be less buyer-friendly.
Capitalized terms not defined here have the meanings given in the Terms of Service.
3. General Principles
Section titled “3. General Principles”- You buy from the Specialist; PointShot processes the payment. The Specialist is the seller of, and is responsible for, the Specialist Service. PointShot is the marketplace and the merchant of record for payment processing. Refunds for Specialist Services are issued through PointShot and Stripe.
- Try the Specialist first. Before requesting a refund or filing a dispute, please contact your Specialist through the Service to try to resolve the issue. Most issues — scheduling conflicts, late starts, content questions, or follow-up needs — can be resolved directly. If the Specialist does not resolve the issue, contact us at support@pointshot.com.
- No off-platform refunds. Specialists are not permitted to refund you off the Service (for example, by cash, third-party app, gift card, or check). All refunds for Service-sourced transactions must flow through the Service.
- U.S.-only Service. The Service is intended for use by individuals located in the United States. This Policy is written for the U.S. consumer context.
4. One-Time Specialist Services
Section titled “4. One-Time Specialist Services”4.1 Specialist-Set Window First, Then the Standard Window
Section titled “4.1 Specialist-Set Window First, Then the Standard Window”If a Specialist has selected a Specialist-Set Window for a One-Time Service and the Specialist-Set Window is more buyer-friendly than the Standard Window, the Specialist-Set Window applies. Otherwise, the Standard Window applies.
The cancellation window for the Specialist Service you purchased is shown on the listing and on the order confirmation. If you cannot find it, contact us at support@pointshot.com.
4.2 Standard Window — Scheduled Sessions
Section titled “4.2 Standard Window — Scheduled Sessions”For a Scheduled Session purchased on a one-time basis, the Standard Window is:
| When you cancel | What you receive |
|---|---|
| More than 48 hours before the start of the Scheduled Session | Full refund |
| 24 to 48 hours before the start of the Scheduled Session | 50% refund |
| Less than 24 hours before the start of the Scheduled Session, or after the Scheduled Session has begun | No refund, subject to Sections 4.4, 4.5, and 7 |
Cancellations must be made through in-product controls or by emailing support@pointshot.com before the applicable deadline.
4.3 Standard Window — Asynchronous Services
Section titled “4.3 Standard Window — Asynchronous Services”For an Asynchronous Service (for example, a video breakdown, a training plan, or a nutrition plan), the Standard Window is:
| Stage | What you receive |
|---|---|
| Before the Specialist has begun work | Full refund |
| After the Specialist has begun work but the deliverable has not been provided | Prorated refund based on PointShot’s reasonable assessment of work completed, or such other amount as PointShot determines in its discretion |
| After the deliverable has been provided | No refund, subject to Sections 4.4, 4.5, and 7 |
4.4 Specialist No-Show or Failure to Deliver
Section titled “4.4 Specialist No-Show or Failure to Deliver”If the Specialist fails to attend a Scheduled Session at the scheduled time, fails to provide the agreed deliverable for an Asynchronous Service within a reasonable time, or otherwise fails to perform the Specialist Service you purchased, you are entitled to a full refund, regardless of when you request it. Contact us at support@pointshot.com if you believe this applies.
4.5 Specialist Service Not as Described
Section titled “4.5 Specialist Service Not as Described”If the Specialist Service you received differs materially from the description in the listing or fails to meet a reasonable standard for the type of service purchased, you may be entitled to a full or partial refund. PointShot will review the matter and determine the outcome in its discretion (see Section 7).
4.6 Customer No-Show
Section titled “4.6 Customer No-Show”If you fail to attend a Scheduled Session without giving timely notice consistent with Section 4.2, the Specialist Service is treated as delivered and is not refundable, except as required by applicable law or as PointShot determines in its discretion.
4.7 Rescheduling
Section titled “4.7 Rescheduling”Rescheduling, where available, is at the Specialist’s option and is offered through in-product controls. A timely reschedule is not a cancellation and does not trigger a refund. Once a Scheduled Session has been rescheduled, the original scheduled date and time no longer determine refund eligibility — the new scheduled date and time do.
5. Recurring Specialist Services (Subscriptions)
Section titled “5. Recurring Specialist Services (Subscriptions)”5.1 Cancellation
Section titled “5.1 Cancellation”You may cancel a Recurring Service at any time through in-product controls or by emailing support@pointshot.com. Cancellation takes effect at the end of the then-current billing period, and you will retain access to the Recurring Service through the end of that period.
5.2 Refunds for the Current Period
Section titled “5.2 Refunds for the Current Period”Except as required by applicable consumer law (including the state-specific auto-renewal laws described in Section 5.3) or as PointShot determines in its discretion (see Section 7), fees paid for the current billing period of a Recurring Service are non-refundable.
5.3 State-Specific Auto-Renewal Rights
Section titled “5.3 State-Specific Auto-Renewal Rights”Consumers in California, New York, Oregon, Illinois, and certain other states have additional rights under automatic-renewal and free-trial laws, including the right to receive advance notice of renewals and to cancel online. Where those laws apply, we comply with them. If a conflict arises between this Section 5 and applicable state law, the state law controls to the extent required by law.
5.4 Cancelling a Free Trial
Section titled “5.4 Cancelling a Free Trial”If a Specialist Service includes a free or discounted introductory period, you may cancel before the end of the introductory period to avoid being charged for the next period. Where required by applicable law, we will provide advance notice before the introductory period ends.
5.5 Price Changes
Section titled “5.5 Price Changes”If the price of a Recurring Service changes, we will give you advance notice as required by applicable law. Price changes take effect at the start of the next billing period after the required notice period. You may cancel before the new price takes effect to avoid being charged at the new rate.
5.6 Subscription Pauses, Skips, and Holds
Section titled “5.6 Subscription Pauses, Skips, and Holds”Where a Specialist offers the ability to pause, skip, or hold a Recurring Service, the rules for those features are described in the listing. Pausing, skipping, or holding is not a cancellation and does not, by itself, trigger a refund.
6. How to Request a Refund or Cancellation
Section titled “6. How to Request a Refund or Cancellation”6.1 Step 1: Contact Your Specialist
Section titled “6.1 Step 1: Contact Your Specialist”Contact the Specialist through the Service first. Most issues are resolved directly between you and your Specialist.
6.2 Step 2: Contact PointShot
Section titled “6.2 Step 2: Contact PointShot”If the Specialist does not resolve the issue within a reasonable time, or if the situation is one that should go to PointShot directly (for example, a Specialist no-show, a service-not-as-described claim, or a billing problem), contact us at support@pointshot.com with:
- The order ID, transaction ID, or Customer email associated with the purchase.
- The Specialist’s name.
- A description of what happened and what you are asking us to do.
- Any supporting information (screenshots, receipts, communications, photos, or videos).
6.3 Response Time
Section titled “6.3 Response Time”We aim to acknowledge refund requests within three (3) business days and to provide a substantive response within ten (10) business days. Complex matters may take longer; we will keep you informed.
7. PointShot’s Discretion
Section titled “7. PointShot’s Discretion”PointShot may, in its discretion or as required by applicable law, issue a full or partial refund outside the rules stated in Sections 4 and 5. Reasons we may do so include:
- The Specialist failed to perform or substantially failed to deliver as described.
- A platform error caused you to be charged incorrectly or charged twice.
- The Specialist’s account was suspended, terminated, or de-listed in a way that affects your purchase.
- We determine that a refund is the right outcome based on the facts of the matter or to comply with applicable law.
When PointShot issues a discretionary refund, the platform fee that PointShot retained on the transaction may or may not be returned to the Specialist’s payout balance, depending on the circumstances:
- Where the refund is attributable to a Specialist’s breach of the Merchant Services Agreement or substantial failure to perform, PointShot may retain the platform fee.
- Where the refund is attributable to a platform error, a Customer-side issue, or other circumstances not caused by the Specialist, PointShot will generally release the platform fee to the Specialist or absorb it.
This allocation is between PointShot and the Specialist; it does not change what you, the Customer, receive in the refund.
8. How Refunds Are Processed
Section titled “8. How Refunds Are Processed”8.1 Refund Method
Section titled “8.1 Refund Method”Approved refunds are issued to the original payment method through Stripe. We do not issue refunds by check, cash, gift card, or other means.
8.2 Time to Appear
Section titled “8.2 Time to Appear”Once we initiate a refund, it generally appears on your payment method within five (5) to ten (10) business days. Your bank or card issuer may take additional time to post the refund to your statement; that timing is outside our control.
8.3 Partial Refunds
Section titled “8.3 Partial Refunds”Partial refunds are calculated on the gross amount you paid (excluding any tip or third-party charges). Where a partial refund applies under this Policy, we will state the amount and the calculation in our response to your request.
8.4 Currency
Section titled “8.4 Currency”Refunds are issued in U.S. dollars to the original payment method. We do not provide foreign-exchange compensation if your bank or card issuer’s exchange rate at the time of the refund differs from the rate at the time of the original transaction.
8.5 Bank or Card Fees
Section titled “8.5 Bank or Card Fees”We do not reimburse third-party bank fees, foreign-transaction fees, overdraft fees, or other charges your financial institution may have applied. Disputes about those fees are between you and your financial institution.
9. Chargebacks and Disputes
Section titled “9. Chargebacks and Disputes”If you believe a charge was made in error or you have a refund concern, please contact us at support@pointshot.com before initiating a chargeback or dispute with your card issuer. We will work with you in good faith to resolve the matter.
If a chargeback is filed, we may pause access to a Recurring Service or other Specialist Service associated with the disputed charge until the chargeback is resolved. We may provide your Specialist and Stripe with information necessary to respond to the chargeback, consistent with our Privacy Policy and applicable law.
Filing a chargeback does not waive any rights you have under this Policy. Withdrawing a chargeback does not waive any rights you have either.
10. Statutory Rights
Section titled “10. Statutory Rights”This Policy describes the contractual refund and cancellation rights you have under your agreement with PointShot. Nothing in this Policy limits or waives any non-waivable rights or remedies you may have under applicable U.S. federal or state consumer-protection law, including state automatic-renewal, free-trial, and unfair-and-deceptive-practices statutes. Where this Policy and applicable law conflict, applicable law controls to the extent required.
11. Changes to This Policy
Section titled “11. Changes to This Policy”We may update this Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make material changes, we will notify you by posting the updated Policy on the Service with a new “Last Updated” date and, for significant changes, by emailing the address associated with your account or providing a prominent in-product notice. Material changes do not apply retroactively to refund eligibility for purchases made before the change’s effective date.
12. Contact Information
Section titled “12. Contact Information”If you have questions about this Policy or want to request a refund or cancellation, please contact us:
PointShot, Inc. (a Delaware corporation) 311 Main Street, 3rd Floor Worcester, MA 01608 United States of America
Email: support@pointshot.com Phone: (508) 258-9396