Terms of Service

Complete Rugby Ltd (“Complete Rugby”, “we”, “us”, “our”) operates an online coaching marketplace platform at completerugby.co.uk (the “Platform”). We connect qualified rugby coaches, sports professionals, and service providers (“Coaches”) with individuals seeking coaching, training, and related rugby services (“Clients”).

Complete Rugby Ltd is registered in England and Wales under company number 16910830, with registered office at 13 Church Road, Brighton. SIC Code: 82990. You may contact us at support@completerugby.co.uk.

By accessing or using the Platform in any way, including creating an account, browsing Listings, booking a session, or listing your coaching services, you confirm that you have read, understood, and agree to be bound by these Terms of Service (“Terms”), our Privacy Policy, and any supplemental policies published on the Platform.

If you are accepting these Terms on behalf of an organisation or company, you represent that you have the authority to bind that entity, and “you” shall refer to that entity.

• You must be at least 18 years of age to create an account. Where sessions involve minors, a parent or legal guardian must register and accept these Terms on the minor's behalf.
• If you do not agree to any part of these Terms, you must immediately stop using the Platform.
• Continued use of the Platform after any update to these Terms constitutes acceptance of the revised Terms.

These Terms have been drafted with reference to the Consumer Rights Act 2015, the Digital Markets, Competition and Consumers Act 2024, UK GDPR, the Data Protection Act 2018, and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Complete Rugby is a two-sided online marketplace exclusively serving the rugby community. The Platform enables qualified Coaches to publish Listings for their services and Clients to discover, book, and pay for those services, all in one place.

What the Platform Offers

• Coach discovery and verified profile pages covering qualifications, experience, reviews, and pricing
• Secure booking and payment processing via Stripe Connect
• Subscription-based Community spaces hosted by Coaches for ongoing member engagement
• In-platform messaging between Coaches and Clients
• Calendar and availability management tools for Coaches
• Earnings tracking, payout history, and performance dashboards
• Organisation accounts for rugby clubs and academies to affiliate and manage multiple coaches

Service Categories

The Platform supports 23 service categories, spanning the full breadth of rugby performance and development, including (but not limited to): individual skills coaching, team tactics, strength & conditioning, speed & agility, nutrition planning, video analysis, mental performance, injury rehabilitation, youth development, and leadership coaching.

Registration Requirements

To access core Platform features, you must register an account and provide accurate, current, and complete information. All fields marked as required during registration must be completed truthfully.

• You may not create duplicate accounts, impersonate another person, or register using another person's details.
• Providing false or misleading information during registration is a material breach of these Terms and may result in immediate account suspension.
• Complete Rugby reserves the right to verify any information you provide and to require additional documentation at any time.

Account Security

You are responsible for maintaining the confidentiality of your login credentials and for all activity conducted through your account. You must notify us immediately of any suspected unauthorised access at support@completerugby.co.uk.

Coach Verification

Coaches must complete a verification process before their Listing is published on the Platform. Verification requires:

• Proof of identity, government-issued photo ID (passport or driving licence)
• Evidence of relevant qualifications (RFU, UKSCA, BPS, HCPC, SENr, BASES, or equivalent professional body credentials)
• Disclosure and Barring Service (DBS) check, Enhanced DBS for Coaches working with under-18s or vulnerable adults; Standard DBS for adult-only services
• Confirmation of valid professional indemnity insurance appropriate to the services offered
• Agreement to Complete Rugby's Code of Conduct and Safeguarding Policy

Verification is not an endorsement of a Coach’s skills, suitability, or fitness to practise. Clients are encouraged to conduct their own due diligence before booking.

How Bookings Work

When a Client submits a Booking request through the Platform and a Coach confirms it, a binding service contract is formed directly between the Client and the Coach. Complete Rugby is not a party to this contract.

• Booking requests are submitted by the Client via the Coach's Listing page and are sent immediately to the Coach for review.
• On confirmation, payment is collected from the Client via Stripe and held securely until the Session is completed.
• Both parties receive a booking confirmation by email, including the booking reference, session details, and cancellation policy.

Booking Response Windows

When a booking request is submitted, the coach has 72 hours to accept or decline. Where the requested session is within 72 hours of the time of booking, the coach has 24 hours to respond, or until 4 hours before the session start time, whichever is sooner. If no response is received within the applicable window, the booking is automatically cancelled and any pre-authorised payment is released in full.

Coach Obligations

By confirming a Booking, a Coach commits to:

• Delivering the agreed service at the confirmed date, time, and location (or via the agreed online format)
• Arriving punctually and fully prepared to deliver the session as described in the Listing
• Communicating any unavoidable changes as early as possible and assisting the Client to rebook
• Maintaining all required qualifications, insurance, and DBS certification for the duration of the Booking

Bundle Sessions

Bundle packages are charged in full at the time of booking. Each session within a bundle is scheduled and tracked individually. The first session date is set at booking; subsequent session dates are agreed between coach and client on a rolling basis, or set upfront depending on the listing. Each session within a bundle is subject to the same cancellation policies as single sessions. Where a bundle is cancelled part-way through, refund eligibility is calculated on the basis of sessions not yet completed. The platform fee and booking fee are non-refundable on completed sessions.

Community Subscriptions

Community subscriptions are billed monthly. Clients have a 14-day cooling-off right to cancel from the date of first subscription, in accordance with the Consumer Contracts Regulations 2013, unless digital content has been accessed with the Client’s prior express consent.

Client Cancellations

Clients may cancel a confirmed Booking at any time, subject to the following refund schedule:

Platform booking fees are non-refundable in all circumstances unless the cancellation arises from a breach by the Coach. Your statutory rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 are not affected by this policy.

Coach Cancellations

Coaches must honour all confirmed Bookings. Where a Coach cancels a confirmed Booking, the Client will always receive a full refund. Coaches who cancel within 24 hours of a Session without good cause may be subject to a penalty fee of up to 20% of the session value, applied at Complete Rugby’s discretion. Repeated cancellations may result in suspension or removal of the Listing.

Cancellation Cutoff

Sessions may be cancelled at any time. Rescheduling is only available where the session is more than 36 hours away. Within 36 hours of a session, cancellation only is available and rescheduling cannot be requested. The £2.50 booking fee is non-refundable in all circumstances.

Rescheduling

Reschedule proposals may only be made where the current session is more than 36 hours away. Once proposed, the other party has 72 hours to accept or decline, or 24 hours where the proposed new date is within 72 hours. If no response is received within the applicable window, the reschedule proposal expires and the original session date stands.

A £2.50 rebooking fee applies to coach-initiated rescheduling requests to compensate for diary disruption. This fee is charged at the point the rescheduling request is submitted and is non-refundable regardless of outcome.

Bundle Cancellation Refunds

Where a bundle package is cancelled, refunds are calculated on the basis of sessions not yet completed. Sessions already marked as completed are non-refundable. The per-session price is the total bundle price divided by the number of sessions in the package.

Organisation Fee Transfers

Where a coach is affiliated with an organisation, a portion of each session fee is transferred to the organisation after each session is completed. In the event of a cancellation after a session has already completed and the organisation transfer has been made, that organisation portion is non-refundable and may be subject to manual reconciliation between the platform and the organisation.

Exceptional Circumstances

Where a Booking cannot proceed due to genuinely unforeseeable circumstances beyond either party’s control (serious illness, bereavement, natural disaster, government restriction), Complete Rugby may, at its sole discretion, permit cancellation with a full or partial refund. Requests must be submitted promptly with supporting evidence to support@completerugby.co.uk.

Platform Commission

Complete Rugby charges a commission on each completed Booking, deducted automatically before the Coach’s payout is processed via Stripe Connect. Fees are as follows:

The full session price inclusive of any booking fee is displayed clearly to the Client at the point of checkout, in accordance with the Digital Markets, Competition and Consumers Act 2024 prohibition on drip pricing.

Event Ticket Fees

A non-refundable booking fee per ticket is added at checkout to cover payment processing costs. The fee is £0.50 per ticket for tickets priced at £15 or below, and £1.00 per ticket for tickets priced above £15. Free tickets have no booking fee.

Complete Rugby Ltd retains an 8% platform fee from the ticket price, which is deducted from the organiser’s earnings. This fee is not visible to or charged to the ticket buyer.

On eligible cancellations (more than 14 days before the event), the ticket price (excluding the £1.00 booking fee) will be refunded to the buyer’s original payment method within 5–10 business days. Where the event organiser cancels the event, buyers receive a full refund including the booking fee.

Organisation Subscription Tiers

Rugby clubs and academies may register as Organisations to affiliate and manage multiple Coaches under a single account. Organisation subscriptions consist of a £25/month base fee plus a per-coach addon that scales based on the fee percentage set for each affiliated coach:

All organisation subscriptions include full access to the Organisation dashboard, affiliated coach management, request approval workflow, and performance reporting. Subscription costs adjust automatically as coaches join or leave, with prorated billing. New organisations receive a 90-day free trial. Complete Rugby may update the subscription fee schedule with 30 days’ prior written notice.

Payment Processing

All payments on the Platform are processed through Stripe Connect, a regulated third-party payment service provider. By making or receiving payments through the Platform, you also agree to Stripe’s Terms of Service. Complete Rugby does not store payment card details.

Coach Payments

Session booking payouts are processed daily at 9am BST, the day following the session being marked complete. All sessions completed on a given calendar day are included in the payout run the following morning. This applies to all booking types including single sessions, group sessions and bundle packages.

For bundle packages, coaches receive their per-session payment the morning after each individual session takes place. The per-session amount is calculated as the total bundle price divided by the number of sessions in the package.

Where a coach is affiliated with an organisation, the organisation’s share of the session fee is paid at the same time as the coach, through the same daily payment process.

Complete Rugby reserves the right to delay payouts where a dispute or refund request is pending, where fraud or chargebacks are suspected, where regulatory requirements necessitate a payment hold, or where the Coach has not completed Stripe Connect onboarding.

Organisation Payments

Organisations receive their fee share for each completed booking session at 9am the morning after the session takes place. This applies to both single sessions and individual sessions within bundle packages. Organisation fees are paid simultaneously with the coach’s payment for that session.

Event Ticket Payments

Event ticket payments are collected from buyers immediately at the time of purchase. Platform fees are deducted automatically. Event ticket revenue is released at 9am BST the day after the event concludes. Payouts are then processed in the daily batch.

Community Subscription Payments

Community membership payments are collected monthly from members via Stripe. Platform fees are deducted automatically. Community subscription revenue is paid monthly in arrears at the end of each member’s billing period.

Client Dispute Window

After each completed session, clients receive a post-session email. Clients have until midnight on the day of their session to raise a dispute. If no dispute is raised, payment is released automatically the following morning. Clients do not need to take any action for payment to proceed.

Where a dispute is raised, payment to the coach and any affiliated organisation is held while the matter is reviewed. If a dispute remains unresolved after 7 days, payment is released automatically to the coach. Complete Rugby Ltd reserves the right to intervene in any dispute at any time.

Pricing Transparency

In accordance with the Digital Markets, Competition and Consumers Act 2024, the total price payable by the Client, including any applicable platform booking fee, is displayed clearly and prominently before payment is confirmed. No additional charges will be applied after checkout without the Client’s express consent.

“Verified Coach” or “Verified Expert”

The term “Verified” as used on the Complete Rugby platform refers to an individual who has successfully completed one or more of the following checks as processed through our approved screening partners:

• (a) Standard DBS Check — a Disclosure and Barring Service check covering basic criminal record history;
• (b) Enhanced DBS Check — a more comprehensive Disclosure and Barring Service check, including a check of the children’s and/or adults’ barred lists where applicable; or
• (c) Identity Verification — confirmation of the individual’s identity through approved documentation.

Where a coach or professional has completed an Enhanced DBS Check, their profile will display an “Enhanced DBS” badge. Where only a Standard DBS Check has been completed, a “Standard DBS” badge will be shown. Where no DBS check has been completed but identity has been verified, no DBS badge will be displayed.

Complete Rugby Ltd does not guarantee the ongoing conduct or suitability of any verified individual. Verification confirms the status of checks at the time of processing only. Users are encouraged to exercise their own judgement and due diligence when engaging with any coach or professional through the platform.

The absence of a verified badge does not necessarily indicate that a professional is unsuitable — it may simply indicate that checks are in progress or have not yet been submitted.

DBS Check Requirements

• Enhanced DBS certificate, required for all Coaches who work with individuals under 18 years of age or vulnerable adults
• Standard DBS certificate, required for Coaches providing adult-only services
• DBS certificates must have been issued within the preceding three years; expired certificates are not accepted
• Complete Rugby may request evidence of a valid DBS certificate at any time and will suspend any Listing where valid certification cannot be confirmed promptly

Child Protection Obligations

All Coaches working with under-18s on the Platform must:

• Hold a current Enhanced DBS certificate before conducting any session with a minor
• Complete safeguarding awareness training acceptable to Complete Rugby prior to working with under-18s
• Ensure appropriate adult supervision is present for all in-person sessions with minors where required by applicable guidance
• Maintain appropriate professional boundaries at all times
• Never share personal contact details with minors outside the Platform

Reporting Responsibilities

Any safeguarding concern, including concerns about a child’s welfare or the conduct of any Coach or User, must be reported immediately to Complete Rugby’s Designated Safeguarding Lead at safeguarding@completerugby.co.uk and, where appropriate, to the relevant statutory authorities including local children’s services or the police.

Where there is an immediate risk of harm to a child or vulnerable adult, contact the police (999) or children’s services directly, do not wait to contact Complete Rugby.

All Users are strictly prohibited from engaging in the following conduct on or in connection with the Platform:

Payment & Transaction Circumvention

• Soliciting, encouraging, or accepting payment from Clients for services arranged via the Platform but conducted outside it
• Arranging repeat bookings with Clients met through the Platform through private channels to avoid Platform Fees
• Providing or sharing contact details for the purpose of conducting off-platform transactions

Fake Reviews & Misrepresentation

• Submitting, commissioning, or incentivising fake, misleading, or exaggerated reviews, an unfair commercial practice under the Digital Markets, Competition and Consumers Act 2024
• Misrepresenting qualifications, certifications, DBS status, or professional experience in any Listing or profile
• Creating false impressions about session outcomes, success rates, or client testimonials

Harassment & Discrimination

• Harassing, threatening, intimidating, or abusing any other User on or off the Platform
• Discriminating against any User on the grounds of age, sex, race, disability, religion or belief, sexual orientation, gender reassignment, pregnancy or maternity, or any other protected characteristic under the Equality Act 2010
• Posting or transmitting offensive, defamatory, or sexually explicit content

Technical Abuse

• Attempting to gain unauthorised access to Platform systems, accounts, or data
• Transmitting viruses, malware, or any other harmful code
• Scraping or systematically extracting data from the Platform without written consent
• Creating multiple accounts or impersonating another person or entity

Breach of this section may result in immediate and permanent account termination without notice, and may be reported to law enforcement authorities where appropriate.

Platform IP, Complete Rugby

All intellectual property in and relating to the Platform, including the Complete Rugby name, logo, branding, design, software, code, databases, original editorial content, and all associated materials, is owned by or licensed to Complete Rugby Ltd. You may not use, copy, reproduce, distribute, modify, or create derivative works from any part of our intellectual property without our express prior written consent.

Coach & User Content

Coaches and Users retain ownership of all original content they create and submit to the Platform (“User Content”), including profile descriptions, session plans, community posts, and media uploads.

By submitting User Content to the Platform, you grant Complete Rugby Ltd a non-exclusive, royalty-free, worldwide licence to use, reproduce, adapt, publish, and display that content solely for the purposes of operating, improving, and promoting the Platform. This licence terminates when your content is removed or your account is closed, except where retention is necessary for legal or safety purposes.

• You warrant that you own or have the necessary rights to all User Content you submit
• User Content must not infringe the intellectual property, privacy, or other rights of any third party
• Complete Rugby may remove User Content that breaches these Terms without prior notice

What We Are Not Responsible For

• The quality, accuracy, safety, or legality of any coaching service offered or delivered through the Platform
• The conduct, acts, or omissions of any Coach or Client before, during, or after any Session
• Any injury, loss, damage, or harm arising from participation in any Session or reliance on a Coach's advice
• The accuracy of Listing descriptions, qualification claims, or user-generated reviews
• Cancellations, no-shows, or disputes between Coaches and Clients

Liability Cap

To the maximum extent permitted by applicable UK law, Complete Rugby’s total aggregate liability to any User for any claim shall not exceed the greater of: (a) the total Platform Fees paid by or attributable to that User in the twelve months preceding the claim; or (b) £100.

Exclusions

Nothing in these Terms excludes or limits Complete Rugby’s liability for: (i) death or personal injury caused by our negligence; (ii) fraud or fraudulent misrepresentation; (iii) any liability that cannot lawfully be excluded under the laws of England and Wales, including under the Consumer Rights Act 2015.

Physical activity carries inherent risks. By booking and attending Sessions, Clients voluntarily accept these risks and confirm they are medically fit to participate. Complete Rugby strongly recommends seeking independent medical advice before commencing any training or rehabilitation programme.

These Terms of Service are governed by and construed in accordance with the laws of England and Wales. Any dispute arising out of or in connection with these Terms or the use of the Platform shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Consumers habitually resident in Scotland or Northern Ireland retain the right to bring proceedings before their local courts. Nothing in these Terms affects your statutory rights as a consumer under applicable UK consumer protection legislation.

Complaints & Alternative Dispute Resolution

If you have a concern or complaint, please contact us at support@completerugby.co.uk in the first instance. We aim to acknowledge your complaint within 3 business days and resolve it within 28 days. Where we cannot resolve a complaint internally, we will confirm that the matter is at an impasse and provide information about available Alternative Dispute Resolution (ADR) schemes.

General Provisions

• Entire Agreement: These Terms, together with the Privacy Policy and any supplemental policies, constitute the entire agreement between you and Complete Rugby regarding your use of the Platform.
• Severability: If any provision is held invalid or unenforceable, the remaining provisions continue in full force and effect.
• No Waiver: Failure by Complete Rugby to enforce any right shall not constitute a waiver of that right.
• Assignment: You may not assign your rights or obligations under these Terms without Complete Rugby’s prior written consent.
• Force Majeure: Complete Rugby shall not be liable for delays or failures resulting from causes genuinely beyond its reasonable control.

Payment Schedule

Coaches receive payment for completed sessions at 9am the morning after each session takes place. All sessions completed on a given calendar day are included in the payment run the following morning. For example, a session completed at any time on a Tuesday will be paid at 9am on Wednesday.

For bundle packages, payment is made per session the morning after each individual session is completed, rather than as a single payment at the end of the package.

Where a coach is affiliated with an organisation, the organisation’s share is paid at the same time as the coach’s payment. Both amounts are transferred simultaneously.

Payments are subject to a client dispute window that closes at midnight on the day of the session. Where no dispute is raised, payment proceeds automatically. Where a dispute is raised, payment is held pending review. Unresolved disputes are released automatically to the coach after 7 days.

Event Ticket Earnings

Event ticket revenue is held by the platform until the day after the event ends. Once eligible, payouts are processed in the daily 9am batch. This ensures events are delivered before organisers receive payment.

Community Subscription Earnings

Community subscription earnings are paid to coaches monthly in arrears, after each member’s billing period completes and their payment has been confirmed. Platform fees are deducted automatically.

Payment Processing

All payments are processed through Stripe. Coaches must maintain a connected Stripe account in good standing to receive payments. Complete Rugby Ltd is not responsible for delays caused by Stripe processing times once transfers have been initiated.

Bundle Session Obligations

Where a coach offers a bundle listing, they are required to honour all sessions within the bundle as agreed. Coaches must schedule remaining bundle sessions within a reasonable timeframe and keep clients informed. Failure to complete bundle sessions without reasonable cause may result in a partial or full refund being issued to the client at the platform’s discretion.

Subscription Upgrades

Where a coach upgrades from a coach plan to an organisation plan mid-billing cycle, charges are calculated on a pro-rated basis for the remainder of the current billing period. Subscription fees are non-refundable once a billing cycle has commenced.

Organisation Affiliation and Fee Locking

Where a coach joins an organisation on the Complete Rugby platform, the organisation's fee percentage at the time of acceptance is locked for that coach and applies to all future bookings made through that organisation unless a formal fee change notice is issued.

Organisation Fee Changes

Organisation owners may adjust the locked fee percentage for any affiliated coach. The coach will be notified by email and via their dashboard when a fee change is submitted. The new rate takes effect 30 days after notification. The coach’s current locked rate continues to apply until the effective date. Coaches who wish to leave the organisation following a fee change may do so at any time.

Organisation Fee Transfer Timing

For all session types, the organisation’s share of the session fee is paid at 9am the morning after the session takes place. This applies to single sessions, group sessions and individual sessions within bundle packages. The organisation is paid at the same time as the coach through the same daily batch process.

17.1 Purpose

The booking messaging feature is provided solely to facilitate practical communication between coaches and clients regarding confirmed bookings, such as logistics, location details, and session preparation. It is not a general-purpose messaging service.

17.2 Availability

Messaging is available from the point of booking confirmation until 7 days after the session date. Where a dispute has been raised, messaging may remain available until the dispute is resolved. All messages are automatically and permanently deleted thereafter.

17.3 Acceptable Use

Users may only use the messaging feature to communicate in a professional, respectful, and courteous manner directly relevant to their booking.

17.4 Prohibited Conduct

The following are strictly prohibited in booking messages and constitute a breach of these Terms:

• Harassment, intimidation, threatening language, or aggressive behaviour of any kind directed at any user;
• Discriminatory, racist, sexist, homophobic, or otherwise offensive language;
• Sexually explicit, suggestive, or inappropriate content of any nature;
• Unsolicited promotional material, spam, or advertising;
• Sharing of personal contact details (phone numbers, personal email addresses, social media handles) with the intent to conduct bookings outside of the Complete Rugby platform;
• Any communication that could reasonably be considered grooming, coercion, or manipulation, particularly where one party is a minor;
• Any content that is unlawful, defamatory, or in breach of any third party's rights.

17.5 Reporting

Users who receive messages they believe breach these Terms should report them immediately to disputes@completerugby.co.uk, referencing their booking ID. Complete Rugby reserves the right to access message content where a report has been made or where there is reasonable suspicion of a breach.

17.6 Consequences

Breach of this section may result in immediate suspension of messaging access, suspension or permanent removal from the platform, and where conduct is sufficiently serious, referral to the relevant authorities. In cases involving safeguarding concerns or minors, Complete Rugby will follow its Safeguarding Policy without exception.

17.7 No Liability

Complete Rugby is not responsible for the content of messages sent between users. We do not monitor messages in real time. However, we reserve the right to review message content where a formal report has been submitted.

Coach Account Closure

Coaches may request account closure at any time through their dashboard settings. Closure takes effect at the end of the current billing period, not immediately. Upon requesting closure:

• All listings are deactivated immediately and will no longer appear in search results or accept new bookings.
• Confirmed bookings scheduled after the closure date are automatically cancelled and fully refunded to clients.
• Communities created by the coach are set to dissolving. Active members retain access until their own subscription renewal date, at which point their subscription will not renew.
• All outstanding earnings (completed session payouts, eligible event revenue, and community subscription revenue) are paid out to the coach's Stripe Connect account before the account is deactivated.
• After final payouts are processed, the coach's profile is deactivated and their role is changed to a standard client account.

Organisation Downgrade

Organisation owners may downgrade to a standard coach account at any time. The downgrade takes effect at the end of the current billing period. Upon requesting a downgrade:

• All affiliated coaches are notified immediately by email.
• Affiliations remain active until the billing period ends, then are removed automatically.
• The organisation owner's coach profile, listings, bookings, and earnings are not affected.
• The organisation subscription is cancelled at period end and the owner returns to the Coach Creator Plan.

Organisation Full Closure

Organisation owners may close their entire account (organisation and coach profile) at any time. This follows the same process as coach account closure, with the additional steps of:

• Cancelling the organisation subscription at period end.
• Notifying all affiliated coaches by email.
• Automatically refunding future event ticket orders for events organised by the organisation.
• Deactivating listings for all affiliated coaches.

Cancelling a Closure Request

Coaches and organisation owners may cancel a pending closure or downgrade request at any time before the billing period ends. Cancelling reverses all pending changes: listings are reactivated, subscriptions continue, and affiliated coaches (if applicable) are notified that the closure has been cancelled.

Final Payout Guarantee

Complete Rugby guarantees that all outstanding earnings will be paid out to the coach’s connected Stripe account before account deactivation. This includes completed session payouts, eligible event ticket revenue, and accrued community subscription revenue.

Stripe Connect Access After Closure

Upon account closure, coaches and organisation owners retain full access to their Stripe Express account independently of Complete Rugby. To access your Stripe account after closure, visit dashboard.stripe.com and sign in using the email address used during payment setup. Your Stripe Connect account ID will be included in your closure confirmation email for reference. Any earnings transferred before your closure date will be available to withdraw after Stripe’s standard processing period (typically 2 business days). Complete Rugby does not have access to withdraw funds from your Stripe account.

18.1 Grounds for Suspension or Termination

Complete Rugby reserves the right to suspend or permanently terminate a coach’s account, with immediate effect and without prior notice, where:

• The coach has accumulated three or more dispute strikes in accordance with our Dispute Policy;
• The coach has materially breached these Terms, our Safeguarding Policy, our Acceptable Use Policy, or any other platform policy;
• The coach has engaged in conduct that is fraudulent, abusive, discriminatory, or otherwise harmful to clients, other coaches, or the platform;
• We are required to do so by law, regulation, or a competent authority.

18.2 Right to Withhold Pending Funds

Where a coach’s account is suspended or terminated under clause 18.1, Complete Rugby reserves the right to withhold any funds held on the coach’s behalf (including pending payouts, held earnings, and any balance accrued through the platform) for a period of up to 90 days from the date of suspension or termination.

Funds will be withheld to the extent reasonably necessary to:

• Cover refunds owed to clients in respect of bookings affected by the coach's conduct;
• Meet any outstanding platform fees, costs, or administrative expenses arising from the coach's account;
• Satisfy any verified claims raised by clients or third parties in connection with the coach's services.

Any funds withheld in excess of verified losses will be released to the coach within 90 days of the suspension date, or earlier if all claims are resolved.

18.3 Continuing Liability

Suspension or termination of a coach’s account does not extinguish their liability for:

• Refunds owed to clients for sessions that did not take place or were materially deficient;
• Damages arising from the coach's breach of these Terms or applicable law;
• Any outstanding platform fees or charges incurred prior to termination.

Where withheld funds are insufficient to cover verified losses, the coach remains personally liable for the outstanding balance and Complete Rugby reserves the right to pursue recovery through appropriate legal channels.

18.4 Process and Notification

Before withholding funds under clause 18.2, Complete Rugby will, where reasonably practicable:

• Notify the coach by email of the suspension or termination and the reason for it;
• Confirm the amount being withheld and the basis for withholding;
• Provide the coach with an opportunity to respond within 14 days.

In cases involving fraud, safeguarding concerns, or immediate risk of harm, funds may be withheld without prior notice.

19.1 Platform Role

Complete Rugby operates as a marketplace platform connecting coaches and clients. We do not employ coaches, deliver coaching services, or guarantee the quality, safety, or outcome of any session arranged through the platform. Coaches are independent service providers solely responsible for the services they deliver.

19.2 Limitation of Liability

To the maximum extent permitted by applicable law, Complete Rugby shall not be liable for:

• Any act, omission, negligence, or misconduct of a coach in connection with services delivered through the platform;
• Any injury, loss, or damage suffered by a client during or arising from a coaching session;
• Any loss of earnings, loss of opportunity, or indirect or consequential loss suffered by either a coach or a client;
• Any failure or disruption to the platform caused by circumstances beyond our reasonable control, including technical failures, third-party service outages, or force majeure events.

19.3 Cap on Liability

Where Complete Rugby is found liable for direct loss caused by our own negligence or breach, our total liability shall not exceed the platform fees paid by the relevant party in the 12 months preceding the claim.

19.4 Consumer Rights

Nothing in these Terms limits or excludes any liability that cannot be excluded by law, including liability for death or personal injury caused by our own negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited under the Consumer Rights Act 2015 or any other applicable legislation.

19.5 Coach Insurance

Coaches are required to hold appropriate public liability insurance for the services they deliver. Complete Rugby accepts no liability for losses that would otherwise be covered by a coach’s insurance. Clients are encouraged to confirm a coach’s insurance status before booking.