Cancellations and refunds

If you're a parent

Ask for a refund at least 24 hours before the lesson starts. Ask from the History tab in your dashboard, and tell us why — a person reads every request.

Inside 24 hours the lesson isn't refundable here. Your coach has kept the time free and, at that notice, has no way to fill it. If something has genuinely gone wrong, email support and we will look at it — the deadline stops refunds being automatic, it does not stop us helping.

Lessons booked before 18 October 2026 keep the policy they were sold under: a refund can be requested up to 14 days after the session.

Nothing is decided automatically. Scoutlio reviews each one and emails you either way, usually within a couple of days.

If a refund is approved, the lesson price comes back to the card you paid with, minus the card processing fee. Banks typically take 5 to 10 days to show it.

If you're a coach buying ice

Ice can be refunded up until the slot's time passes, and not afterwards. The rink held that hour for you and could not sell it to anyone else, so once it has gone by there is nothing left to give back.

If a rink cancels ice you had booked, we email you straight away and tell you whether there is money to come back.

The processing fee

A refund returns everything except what the card networks charged to process the payment. They take that for moving the money and do not give it back when the money moves the other way, so refunding it as well would mean Scoutlio paying for someone else's cancellation.

Scoutlio's own booking fee is not kept. We earn it on a booking that happens, not on one that is called off — so a cancelled booking returns it in full.

The exact amount is shown before you pay and again on your receipt.

When a coach cancels

If a coach cancels a lesson you paid for, ask for a refund the same way and say so in the reason. We will not keep the processing fee when the cancellation was not yours.

If the window has closed

Email support and tell us what happened. The deadlines stop refunds being automatic; they do not stop us looking at a real problem.

Who you're buying from

Scoutlio sells the booking and the coach or rink provides it, which is why the charge on your statement says Scoutlio and why refunds come from us rather than from them.