Marketplace & Safety Policies

1. Adult accounts and minor participants

All Playbook Pros account holders must be at least 18 years old. An adult may book for themselves or may act as an authorized booking account for a minor athlete. Minor athletes do not create accounts, accept legal terms, or independently purchase services.

Booking accounts are responsible for lawful authority, accurate participant information, transportation, awareness of session details, and communicating material safety, accessibility, medical, or supervision considerations directly to the coach where appropriate. Playbook Pros limits minor data to information reasonably necessary to arrange and document training.

2. Coach verification and activation

Every coach must complete the same baseline activation process before receiving coach marketplace access because any coach may receive an adult-booked session involving a minor participant. The baseline process may include:

• a one-time $35 verification and activation fee;
• Stripe Identity age and identity verification;
• a Checkr background screening;
• a current SafeSport Certificate of Completion uploaded for review;
• acceptance of the Coach Code of Conduct and coach terms;
• minimum coach-profile completion and valid payout or subscription setup where applicable.

The one-time $35 fee starts the required identity, background-screening, and account-approval workflow and helps cover third-party verification and administrative costs. Once identity or background-screening services have been initiated, the fee is nonrefundable, including if the applicant withdraws, abandons onboarding, receives a result requiring manual review, or is not approved for marketplace access. Payment of the fee does not guarantee approval. Duplicate charges, a verified platform billing error, or a failure by Playbook Pros to initiate the paid process may be eligible for correction or refund. Background screening may trigger additional county, court, or jurisdictional pass-through fees. Any additional charge will be disclosed and requires the applicant’s approval before the screening continues. A denial or restriction based in whole or in part on a consumer report remains subject to applicable notice and dispute procedures.

After approval, a coach receives the first thirty days of the standard coach subscription without charge. The subscription then renews at $20 per month unless canceled before renewal. Unless required by law or expressly stated, partially used subscription periods are not prorated or refunded.

3. Provisional and restricted coaches

A coach who has started but not completed activation may draft a profile, services, and availability. A provisional coach may not publish, appear in discovery, message customers as a coach, receive booking requests, access customer or athlete information in a coach capacity, receive payouts, or otherwise represent that marketplace access is active.

Restrictions are enforced through platform permissions and may remain until all requirements are complete and reviewed. A coach who also has a customer role may continue using permitted customer features, but customer access does not bypass coach restrictions.

4. Background screening, identity review, and adverse action

Background screening and identity verification are eligibility tools, not guarantees. Reports may be incomplete, delayed, or inaccurate and may not include every jurisdiction or event. A “clear” result does not mean that a coach has no history or presents no risk. A “consider” or similar result is reviewed rather than treated as an automatic public judgment.

Where the Fair Credit Reporting Act or another consumer-report law applies, Playbook Pros will obtain required authorization, use the report only for a permissible purpose, and follow applicable pre-adverse and adverse-action procedures before denying or revoking eligibility based in whole or in part on a consumer report. The screening provider does not make Playbook Pros’ final decision. Coaches may dispute inaccurate information directly with the reporting agency.

Playbook Pros does not store Social Security numbers, full background reports, or identity images in its application database. Authorized personnel may review provider-hosted results and may retain status, dates, decision reasons, provider references, notices, and audit records as permitted or required.

5. SafeSport and renewal requirements

Coaches must maintain a current acceptable SafeSport Certificate of Completion. A coach who already has a current acceptable certificate may upload it without an additional Playbook Pros charge. A coach without a current certificate is responsible for obtaining and paying for the training before activation.

SafeSport must be renewed every twelve months. Background screening must be renewed every two years, or earlier when required by law, provider policy, a material safety concern, or an updated platform standard. Expiration, name mismatch, unreadable documentation, suspected alteration, or other discrepancy may trigger provisional status or manual review.

6. No public endorsement or safety guarantee

Activation is an internal access control. Playbook Pros does not provide a public “verified,” “vetted,” “safe,” “approved,” “background checked,” or endorsed badge merely because onboarding steps are complete. Verification, screening, identity checks, training certificates, reviews, and platform activity cannot eliminate risk or guarantee future conduct.

Adult athletes and booking accounts must independently evaluate the coach, service, location, supervision, pricing, policies, and fit for the participating athlete.

7. Coach and user conduct

Users must treat others professionally and comply with law, facility rules, SafeSport requirements where applicable, and platform policies. Prohibited conduct includes abuse, harassment, sexual misconduct, grooming, retaliation, hazing, discrimination, threats, stalking, fraud, weapons violations, illegal drugs, dangerous training, falsified credentials, manipulation of reviews, and misuse of private information.

Coaches must maintain appropriate professional boundaries; use lawful, observable, and appropriate training environments; communicate through authorized adult booking accounts regarding minor athletes; and avoid private or inappropriate communications with minors. Coaches are responsible for permits, facility authorization, insurance, taxes, licenses, and professional requirements applicable to their services.

8. Reporting safety concerns and emergencies

Playbook Pros is not an emergency service. If someone is in immediate danger or may need urgent medical or law-enforcement assistance, call 911 or the appropriate local authority first.

Reports may be submitted through in-app reporting tools or the Contact page using Customer Support, Coach Support, Privacy Request, Legal Inquiry, or another appropriate category. A report to Playbook Pros does not replace mandatory-reporting obligations or reports to law enforcement, child-protection authorities, SafeSport, a school, league, facility, governing body, or insurer.

Playbook Pros may preserve records, seek additional information, place temporary restrictions, remove content, block contact, delay payouts, suspend access, or notify authorities or providers when reasonably necessary. Safety decisions may be made using incomplete information and may prioritize precaution while an investigation is pending.

9. Moderation, evidence, and appeals

Playbook Pros may review account data, transaction metadata, reports, and communications reasonably necessary to investigate a complaint, protect safety, enforce policies, or comply with law. We do not promise to monitor all activity or to resolve every dispute.

Users must not submit knowingly false reports, alter evidence, retaliate against a reporter, or misuse the reporting system. We may preserve information even after account closure where needed for safety, dispute, audit, or legal purposes.

When appropriate, a person affected by a final platform decision may request review through Support or Legal Inquiry. Playbook Pros may decline to disclose confidential information, another person’s data, provider methodologies, privileged material, or details that could compromise safety or an investigation.

10. Cancellations, reschedules, no-shows, and refunds

Each booking may display a cancellation cutoff, reschedule cutoff, payment due time, accepted methods, coach policy, and any refund or credit terms. Review those terms before submitting a request. The displayed terms for the booking control unless they conflict with law or a written Playbook Pros correction.

Customer or booking-account cancellation

A timely cancellation may qualify for the refund, credit, or no-charge outcome displayed for the booking. A late cancellation or no-show may be nonrefundable and may require payment of amounts already due. Repeated no-shows or abusive cancellation behavior may result in restrictions.

Coach cancellation or failure to provide the service

If a coach cancels or materially fails to provide a confirmed service, the parties should attempt a reasonable reschedule. For a payment collected through Playbook Pros, Playbook Pros may issue the applicable refund or credit after confirming the circumstances. A coach may not retain platform-collected payment for a service the coach canceled without an applicable policy basis.

Weather, facility, illness, and safety conditions

Coaches and booking accounts should communicate promptly when weather, facility access, illness, or safety conditions affect a session. Unless a displayed policy states otherwise, the preferred outcome is a reasonable reschedule. Refund eligibility depends on the specific booking terms and whether the service can be safely and reasonably provided.

Group Training and Camps

Capacity-based offerings may have stricter cancellation terms because a reserved spot may prevent another registration. Multi-day camps may be priced as one registration. Unless otherwise displayed, missed days after a camp begins do not automatically create a partial refund. If the organizer cancels the full offering, platform-collected payments will generally be refunded or credited.

11. External payments

Coaches may identify approved payment methods outside Playbook Pros, including cash or person-to-person payment services. When a payment is made outside Playbook Pros, Playbook Pros may record payment status or instructions but does not hold the funds and generally cannot reverse, refund, investigate, or guarantee the payment.

Users should confirm the recipient, amount, timing, and refund terms before sending an external payment. Disputes involving an external service may also be subject to that provider’s rules.

12. Coach subscription, cancellation, and account effects

The standard coach subscription is $20 per month after the approved thirty-day free period. Coaches may cancel before the next renewal to avoid the next recurring charge. Cancellation stops future renewal but does not normally refund the current period or erase amounts already due.

A lapsed subscription, failed payment, expired verification, or policy restriction may remove marketplace publishing, discovery, booking, messaging, data, or payout access. Draft information may remain available for a reasonable period, but Playbook Pros does not guarantee indefinite retention of inactive drafts.

13. Reviews and coach replies

Review eligibility is tied to qualifying completed training. Reviews must describe a genuine experience, avoid private or sensitive information, and comply with content rules. A coach may provide a single reply where the feature permits. Playbook Pros may remove, suppress, preserve, or investigate reviews or replies that violate policy, appear fraudulent, reveal protected information, or create a safety or legal concern.

14. Privacy, retention, and deletion requests

Privacy practices are described in the Privacy Notice. Normal Operations workflows archive records rather than hard-delete them so that consent, safety, audit, transaction, and dispute history is preserved. Valid privacy requests, confirmed duplicates, and controlled owner-authorized cleanup may result in deletion, anonymization, restriction, or another legally appropriate action.

Some information cannot be deleted immediately when retention is required for payments, taxes, screening compliance, legal claims, safety investigations, fraud prevention, or audit integrity.

15. Accessibility and alternative access

Playbook Pros is committed to providing a public website and digital experience that are usable by people with disabilities. Our engineering target is WCAG 2.2 Level AA, together with practical keyboard, screen-reader, zoom, reflow, contrast, error-message, and reduced-motion testing. This target is an ongoing process and does not represent a guarantee that every page, device, browser, or third-party integration will always be free of barriers.

Measures may include semantic headings and landmarks, keyboard-accessible navigation, visible focus, persistent form labels and instructions, programmatic error identification, meaningful alternative text, adequate contrast, responsive reflow, and reduced-motion support. Automated tools are used alongside manual review because automated results alone do not prove accessibility.

If you encounter an accessibility barrier or need information in an alternative format, email support@getplaybookpros.com (opens your email application) or use the Contact page and select Website Issue. Please identify the page or feature, the assistive technology or device involved if relevant, and the format or accommodation requested. We will make reasonable efforts to provide access and address confirmed barriers.

16. Communications, unsubscribe, and suppression

Marketing consent is optional and separate from pilot interest, launch interest, research, account creation, and transactional communications. Marketing messages include an unsubscribe method. Unsubscribe, complaint, and provider-suppression records may be retained to prevent future unauthorized marketing.

Transactional or relationship messages concerning account security, verification, booking, payment, support, legal notices, or service operation may still be sent when necessary even after marketing opt-out.

17. Complaints and policy questions

Questions, refund requests, complaints, policy appeals, accessibility reports, safety concerns, privacy requests, or legal inquiries may be submitted through the Contact page. Do not use email or the website as a substitute for emergency services.

18. Policy changes

Playbook Pros may update these policies as features, providers, laws, pricing, or operating practices change. The revised effective date will be posted. A material change may also be communicated through the Services or email. The specific terms shown for an accepted booking or completed purchase will not be retroactively changed except where necessary to comply with law, correct an error, protect safety, or obtain the affected parties’ agreement.