A "No Show" is defined as the failure of a Client or Coach to attend a confirmed, scheduled coaching session without cancelling through the BESA Coaching Platform at least two (2) hours prior to the session's scheduled start time.

A No Show is recorded when:

• The session start time passes and the absent party has not joined the session within 15 minutes
• No cancellation was submitted through the Platform prior to the 2-hour window
• No prior communication was made to the other party or BESA Coaching explaining the absence

Cancellations submitted through the Platform — even within the 2-hour window — are treated as late cancellations rather than No Shows, though late cancellation fees may still apply per the Refund & Cancellation Policy.

This policy applies to all individual and group coaching sessions booked through the Platform. For Events and Programs, see Section 12.

If a Client fails to attend a confirmed session without prior cancellation, the following applies:

2.1 Financial Consequences

• The session fee is <strong>non-refundable</strong> in its entirety
• The Coach will receive their standard payout (85% of the session fee) for the time reserved and held
• No session credit is issued unless the Coach voluntarily offers one at their discretion

2.2 Account Consequences — Escalating Scale

2.3 Coach Discretion. Coaches may independently choose to decline future bookings from Clients with a history of No Shows. BESA Coaching supports Coaches in exercising this discretion and will not penalize Coaches for declining bookings from repeat no-show Clients.

If a Coach fails to attend a confirmed session without prior cancellation, the following applies:

3.1 Financial Consequences

• The Client will receive a <strong>full refund</strong> of the session fee to their original payment method within 5–10 business days
• The Coach will <strong>not receive any payout</strong> for the missed session
• If a payout has already been disbursed, BESA Coaching reserves the right to claw back the amount from future disbursements

3.2 Account Consequences — Escalating Scale

3.3 Client Notification. BESA Coaching will notify affected Clients of a Coach No Show as soon as it is confirmed and will facilitate rebooking with the same or a different Coach at the Client's preference.

3.4 Reputation Impact. Coach No Shows are factored into the Coach's overall platform rating and may be visible to prospective Clients as part of the Coach's reliability record.

4.1 Client Late Arrival. If a Client arrives more than 15 minutes late to a session without prior notice:

• The Coach may, at their discretion, treat the session as a No Show and end the session
• If the Coach chooses to continue the session, the session ends at the originally scheduled time — no extension is required
• The Client is not entitled to a refund for time lost due to their late arrival

4.2 Coach Late Arrival. If a Coach arrives more than 15 minutes late to a session without prior notice:

• The Client may choose to wait or to treat the session as a Coach No Show
• If the Client treats it as a No Show, they are entitled to a full refund
• If the Client chooses to proceed with a shortened session, they may request a prorated credit for the lost time at BESA Coaching's discretion
• The Coach is expected to extend the session or offer a makeup session to compensate for the delay

4.3 Notification Obligation. Both parties are expected to notify the other party through the Platform messaging system as soon as they become aware they will be late. Timely notification may mitigate consequences at BESA Coaching's discretion.

5.1 Platform-Side Issues. If a session cannot proceed due to a documented, platform-wide technical failure (e.g., BESA Coaching platform outage, Zoom service disruption), the session will not be counted as a No Show for either party. BESA Coaching will:

• Notify both parties of the technical issue as soon as possible
• Work with the Coach to reschedule the session at no additional cost to the Client
• Issue a full refund if rescheduling is not possible within 14 days

5.2 User-Side Technical Issues. Technical difficulties on the user's end (e.g., personal internet outage, device failure, browser incompatibility, software issues) do not constitute grounds for waiving a No Show. Users are responsible for ensuring they have the necessary technology and connectivity to attend sessions.

5.3 Reconnection Protocol. If a technical issue arises during a session, both parties should attempt to reconnect within 10 minutes. If reconnection is not possible, the Coach should notify BESA Coaching support at [email protected] within 2 hours, and BESA Coaching will determine the appropriate resolution.

5.4 Zoom-Specific Issues. Zoom service outages are outside BESA Coaching's control. If a confirmed Zoom outage (as reported on Zoom's status page at status.zoom.us) prevents a session, BESA Coaching will treat this as a platform-side issue under Section 5.1 and facilitate rescheduling at no cost.

6.1 Timezone Display. All session times on the Platform are displayed in the user's local timezone. The booking confirmation email includes the session time in both the user's local timezone and UTC to minimize ambiguity for international bookings.

6.2 Daylight Saving Time (DST). Daylight Saving Time transitions can cause scheduling confusion, particularly for cross-timezone bookings. BESA Coaching's scheduling system accounts for DST transitions automatically. However:

• Users in regions that observe DST should verify session times around DST transition dates (typically March and November in the Northern Hemisphere)
• Users in regions that do not observe DST (e.g., Arizona, most of the Southern Hemisphere) should be aware that their relative time difference with other users may shift during DST periods
• If a No Show occurs due to a documented DST-related scheduling error caused by the Platform, BESA Coaching will waive the No Show record upon review

6.3 Timezone Error Appeals. If you believe a No Show occurred due to a timezone or DST error, submit an appeal within 24 hours of the missed session per Section 9. Include your booking confirmation email and a description of the timezone discrepancy. BESA Coaching will review the booking records and, if a platform error is confirmed, will waive the No Show and facilitate rescheduling.

6.4 User Responsibility. Users are responsible for selecting the correct timezone in their account settings and for verifying session times in their booking confirmation emails. BESA Coaching is not liable for No Shows caused by user timezone configuration errors.

BESA Coaching recognizes that genuine emergencies occur. If you missed a session due to a documented emergency, you may request a No Show waiver by contacting [email protected] within 24 hours of the missed session.

Circumstances that may qualify for a waiver (with documentation):

• Documented medical emergency (hospital admission, acute illness requiring immediate care)
• Death of an immediate family member (spouse, parent, child, sibling)
• Natural disaster, severe weather event, or government-declared emergency directly affecting the user
• Documented domestic violence or safety emergency
• Sudden, involuntary loss of internet or power service (utility documentation required)
• Mandatory evacuation or government-ordered shelter-in-place

Circumstances that do not qualify for a waiver:

• Forgetting about the session
• Scheduling conflicts that were known in advance
• Work obligations or meetings
• Travel delays or transportation issues (unless caused by a declared emergency)
• General illness that does not require emergency medical care
• Technical issues on the user's end

Waiver requests are reviewed on a case-by-case basis. BESA Coaching's determination is final. Approval of one waiver request does not guarantee approval of future requests.

A "Force Majeure No Show" occurs when a user is unable to attend a confirmed session due to circumstances entirely beyond their reasonable control that are of an extraordinary nature. Force Majeure No Shows will not be counted against a user's account and will not result in financial penalties.

Qualifying Force Majeure Events:

• Government-declared national or regional emergency (pandemic, war, civil unrest)
• Mandatory government-ordered evacuation or curfew
• Widespread natural disaster (earthquake, hurricane, tornado, flood, wildfire) directly affecting the user's location
• Nationwide or regional internet infrastructure failure (ISP-level outage, not individual connection issues)
• Acts of terrorism or civil war directly affecting the user's location
• Sudden and severe medical emergency requiring immediate hospitalization (user or immediate family member)

Process for Force Majeure Claims:

• Submit a claim to [email protected] within 48 hours of the missed session
• Include the session date, time, and booking reference
• Provide documentation of the force majeure event (news report, government notice, medical documentation)
• BESA Coaching will review the claim within 5 business days and notify you of the outcome
• If approved, the No Show record will be removed and a full refund or rescheduling option will be offered

Force Majeure determinations are made at BESA Coaching's sole discretion. BESA Coaching will apply this provision consistently and in good faith.

If you believe a No Show was recorded in error, or if you wish to appeal a No Show consequence, you may submit a formal appeal within 7 days of the No Show being recorded.

How to Appeal:

• Email [email protected] with the subject line "No Show Appeal — [Your Name] — [Session Date]"
• Include your account email, the session date and time, the Coach's name (or Client's name if you are a Coach), and a detailed explanation of the circumstances
• Attach any supporting documentation (e.g., medical records, utility outage confirmation, emergency documentation, timezone discrepancy evidence)

Appeal Review Process:

• BESA Coaching will acknowledge receipt of your appeal within 2 business days
• Appeals are reviewed by our support team within 5–7 business days
• You will be notified of the outcome by email
• If your appeal is approved, the No Show record will be removed or reclassified, and any applicable refund will be processed
• BESA Coaching's decision on appeals is final

Second-Level Review. If you believe your appeal was decided in error due to a factual mistake, you may request a second-level review by emailing [email protected] within 7 days of the appeal decision. Second-level reviews are limited to factual errors and are not a general right of re-appeal.

Clients who have been recorded as a No Show may rebook with the same Coach or a different Coach, subject to any account restrictions described in Section 2. Coaches are not obligated to accept rebooking requests from Clients with a history of No Shows.

Coaches who have been recorded as a No Show may continue accepting bookings, subject to any account restrictions described in Section 3. BESA Coaching recommends that Coaches proactively reach out to affected Clients to offer a rescheduled session as a goodwill gesture.

BESA Coaching will facilitate rebooking where possible and may suggest alternative Coaches to Clients affected by a Coach No Show.

No Show records are maintained on user accounts and are used to:

• Determine eligibility for escalating consequences as described in Sections 2 and 3
• Inform Coach search ranking and profile visibility (for Coach No Shows)
• Support dispute resolution and chargeback responses
• Identify patterns of abuse or bad-faith behavior

No Show records are counted on a rolling 12-month basis. Records older than 12 months are not counted toward the escalating consequence thresholds but remain in the account history for reference.

You may view your No Show history in your account dashboard. If you believe a No Show was recorded in error, follow the appeals process in Section 9.

Data Retention. No Show records are retained for the duration of your account and for up to 3 years after account closure for legal and dispute resolution purposes, in accordance with BESA Coaching's Privacy Policy and applicable data retention laws.

Events (Ticketed). Failure to attend a ticketed Event does not constitute a No Show under this Policy — it is simply non-attendance. Event tickets are non-refundable regardless of attendance, per the Refund & Cancellation Policy. No Show records are not created for missed events.

Programs (Enrolled). Missing individual sessions within a Program does not constitute a No Show under this Policy. Program sessions missed by the Client are forfeited without refund or credit. If a Coach fails to deliver a scheduled Program session without advance notice, Clients should report this to [email protected] within 48 hours for investigation.

This Policy applies globally. The following jurisdiction-specific provisions supplement the general policy above:

European Union / EEA / UK Consumers. Nothing in this Policy limits any mandatory consumer rights you have under applicable EU, EEA, or UK consumer protection law. In particular, if a Coach cancels a session, you are entitled to a full refund regardless of any no-refund provisions in this Policy.

Australian Consumers. Nothing in this Policy excludes, restricts, or modifies any right or remedy under the Australian Consumer Law (ACL). For major failures (e.g., Coach no-shows), you are entitled to cancel and receive a full refund under the ACL's consumer guarantee provisions.

Brazilian Consumers. This Policy is subject to the Brazilian Consumer Protection Code (CDC). The 7-day right of withdrawal under Article 49 of the CDC applies to online service purchases — see the Refund & Cancellation Policy for details.

Canadian Consumers. This Policy is subject to applicable Canadian federal and provincial consumer protection legislation. Quebec residents may have additional rights under the Consumer Protection Act.