June 2026 edition
These Order and Reservation Terms set out the rules that apply when you use the Sportstep platform to find coaches, book a free consultation, place a paid order, choose a payment method, cancel a reservation or, in certain cases, an order, fail to attend a reservation, or request a refund.
These Order and Reservation Terms apply together with the Sportstep Terms and Policies and the Privacy Policy. If there is a conflict between these Order and Reservation Terms and the general Sportstep Terms and Policies, these Order and Reservation Terms take precedence for matters relating to orders, reservations, consultations, payments, cancellations, no-shows, and refunds.
By using the Sportstep platform and placing an order or booking a consultation, you confirm that you have read, understood, and agree to these Order and Reservation Terms.
1. General provisions
1.1. The Sportstep platform is operated by Sportstep, UAB, company code 307605923, registered address Rimvydo g. 15-16, LT-50233 Kaunas, Lithuania, email [email protected], website www.sportstep.lt.
1.2. Sportstep is a digital platform that enables users to find coaches, view their profiles, book a free initial consultation, and (for linked clients) order paid services.
1.3. Unless expressly stated otherwise, Sportstep is not the provider of any specific coach service. The relevant coach provides services to the client.
1.4. Sportstep provides the technical environment for administering orders, reservations, consultations, certain payments, self-service cancellations, refunds, and related communication.
1.5. The platform operates at three levels:
a) public browsing — anyone may search for coaches and view public profiles without an account;
b) free consultation — a Guest or logged-in user may book a coach’s free initial consultation without payment;
c) paid services — only a logged-in Client linked to the relevant coach (usually via a coach invitation) may place a paid Order.
2. Definitions
2.1. Platform — the Sportstep website, mobile application, and related digital tools.
2.2. Guest — a person using certain Platform features without a Platform account.
2.3. Client — a natural person with a Platform account who searches for a coach, reserves time, or places an order through the Platform.
2.4. Linked client — a Client with an active relationship with a specific coach on the Platform (usually created via a coach invitation).
2.5. Coach — a service provider registered on the Platform who offers training, consultations, or other sports-related services.
2.6. Services — paid training, bookable sessions, plans, or other sports and wellness-related services offered by a coach through the Platform for which an Order is placed.
2.7. Consultation — a coach’s free initial bookable consultation that is not an Order and for which no payment is processed through the Platform.
2.8. Order — an order placed through the Platform by a Linked client for one or more paid Services.
2.9. Reservation — a specific time slot for a coach’s service booked through the Platform under an Order or Consultation.
2.10. Session — a specific part or unit of a coach’s service related to an order, which may be linked to a reservation or provided as part of a plan or other service.
2.11. Active session — a session that has not been cancelled and has not been marked as completed.
2.12. Order confirmation — confirmation provided on the Platform and/or by email to the client that an order has been accepted and, where applicable, a reservation has been created.
2.13. Online payment — payment by card, Apple Pay, Google Pay, or another electronic payment method supported on the Platform at the time.
2.14. Cash payment — payment made directly to the coach where that payment method is permitted for the specific order on the Platform.
2.15. Self-service cancellation — cancellation initiated by the client or coach through Platform features where permitted under these terms and the Platform’s technical capabilities at the time.
2.16. Order status “Upcoming” — an order status used in the Platform system indicating that the order has not yet been finally closed, refunded, or otherwise completed and may, in certain cases, still be cancelled under these terms.
3. Role of Sportstep and the coach
3.1. When you order a paid coach service through the Platform, the contractual relationship for the provision of that specific service is between you and the relevant coach.
3.2. Sportstep acts as the platform operator and provider of the technical environment, enabling:
a) finding a coach;
b) booking a free Consultation;
c) placing a paid order (for a Linked client);
d) reserving time;
e) making online payments where applicable;
f) administering certain cancellations, self-service cancellations, and refunds.
3.3. The coach is responsible for the description, content, actual delivery, quality, and legality of the services offered.
4. Placing and confirming an order
4.1. A paid Order may only be placed through the Platform by a logged-in Linked client in respect of the relevant coach. An Order is not the same as a Consultation.
4.2. Before placing an order, the client must verify:
a) the selected coach;
b) the selected service;
c) the reservation date and time, if applicable;
d) the price;
e) the selected payment method;
f) any other information provided when placing the order.
4.3. An order is deemed submitted when the client confirms it on the Platform.
4.4. An order is deemed accepted when the client receives Order confirmation.
4.5. Sportstep or the coach may refuse or suspend an order if:
a) the selected time is no longer available;
b) a technical, pricing, or other material error is identified;
c) there are reasonable grounds to suspect abuse or fraud;
d) the coach is not accepting new reservations at that time;
e) the order cannot be properly fulfilled for other reasonable reasons.
5. Free consultations
5.1. A coach may offer a free initial Consultation on the Platform. A Consultation is not an Order and no fee is charged through the Platform.
5.2. A Consultation may be booked by a Guest (without an account) or a logged-in user if the coach has enabled this option.
5.3. When booking a Consultation as a Guest, you are usually asked to provide your first name, last name, email address, and phone number. By submitting this information, you confirm that it is accurate.
5.4. Consultation confirmations and reminders may be sent by email. A Guest may view or cancel their Consultation on the Platform by providing their email address where that feature is available at the time.
5.5. To prevent abuse, the Platform may limit the number of Consultations (for example, no more than 3 confirmed Consultations per 24 hours for the same email address or account).
5.6. Sections 6–12 of these terms on paid Orders, payments, refunds, and similar matters do not apply to Consultations unless expressly stated otherwise or directly related to cancelling a Consultation through features available on the Platform at the time.
5.7. After a Consultation, the coach may invite the person to become a Linked client and use paid Services. Such invitations are subject to the general Sportstep Terms and Privacy Policy.
6. Reservation rules
6.1. A reservation may only be made for a future time.
6.2. Availability depends on the coach’s schedule, working hours, free slots, and other technical or organisational circumstances.
6.3. The Platform seeks to ensure that reservations do not overlap with other reservations for the same coach.
6.4. The client must attend the reservation on time unless otherwise clearly agreed with the coach.
6.5. If information about the client’s health, injuries, physical limitations, or other relevant matters is required for safe and appropriate service delivery, the client is responsible for providing it to the coach before the service begins.
6.6. Depending on the nature of the service, an order may include one or more sessions. Some services may be provided without a specific reserved time, such as plans or similar offerings. Certain services may be group-based (group training sessions) where stated in the coach’s offering.
6.7. Where an order has no specific reserved time, reservation cancellation deadlines apply only to the extent the order consists of reserved sessions; otherwise, Sections 10 and 12 of these terms apply.
7. Price and payment methods
7.1. Unless stated otherwise, prices on the Platform are shown in euros.
7.2. The following payment methods may be available for a specific order:
a) bank card;
b) Apple Pay;
c) Google Pay;
d) cash, paid on site;
e) other payment methods supported on the Platform at the time.
7.3. Online payments on the Platform are processed through the third-party payment provider Stripe.
7.4. Where cash payment is permitted for a specific order, the client pays the coach directly.
7.5. By placing an order, the client confirms that they are entitled to use the selected payment method and that the information provided is correct.
7.6. For each order, the client chooses between Online payment and Cash payment, where the coach permits both methods for that order.
8. Unpaid and automatically cancelled orders
8.1. If online payment is not confirmed in time, the order may be treated as incomplete or unconfirmed.
8.2. Sportstep may automatically cancel a new or failed order if payment confirmation is not received within approximately 10 minutes of order creation or payment initiation.
8.3. Any reservation linked to such an order may also be cancelled.
8.4. Sportstep may also cancel a client’s previous unpaid new orders if the client submits a new order and this is necessary to prevent duplicate reservations, calendar blocking, or abuse.
9. Changing a reservation
9.1. If, after Order confirmation, the client wishes to change the reservation date or time, they should contact the coach or Sportstep at [email protected] as soon as possible.
9.2. Whether a change is possible depends on:
a) the coach’s availability;
b) the time remaining before the reservation starts;
c) the Platform’s technical capabilities;
d) other circumstances applicable to the specific reservation.
9.3. Sportstep does not guarantee that the requested new time will be available.
9.4. If a reservation cannot be changed, the request may be treated as a cancellation request under Sections 10 and 11 of these terms.
10. Cancellation by the client
10.1. Where an order includes at least one active session with a specific reserved time, the client may initiate self-service cancellation through the Platform only if all of the following conditions are met at the same time:
a) the order status in the system is “Upcoming”;
b) no more than 14 calendar days have passed since invoicing or payment, whichever applies to the specific order;
c) no session linked to the order has been marked as completed;
d) at least 24 hours remain before the start of the nearest active session.
10.2. If less than 24 hours remain before the start of the nearest active session, the client cannot cancel the reservation or such an order through self-service features on the Platform.
10.3. If an order has no active session with a specific reserved time, for example it is only a plan or another service without a reservation, the client cannot cancel such an order through self-service features on the Platform.
10.4. Where the client validly initiates self-service cancellation under Section 10.1:
a) if Online payment was made, the full amount paid is refunded to the client;
b) if Cash payment was selected, the payment obligation for that reservation or order ceases.
10.5. If the client cancels or seeks to cancel a reservation or order with a specific reserved time less than 24 hours before the start of the nearest active session:
a) if Online payment was made, the amount paid is not refunded;
b) if Cash payment was selected, the payment obligation to the coach remains.
10.6. Cancellation may be initiated:
a) through Platform features where available and self-service cancellation conditions are met;
b) by contacting the coach directly;
c) by contacting Sportstep at [email protected].
10.7. Where cancellation through Platform features is not available, contacting the coach or Sportstep does not automatically mean that cancellation will be approved, accepted, or that a refund will be granted. Such requests are assessed individually under these terms, applicable law, and the specific circumstances of the order.
10.8. Cancellation is deemed received when it is actually recorded on the Platform, confirmed by Sportstep, or clearly confirmed by the coach.
11. Failure to attend a reservation
11.1. If the client fails to attend a reservation and does not cancel it in time under Section 10, the reservation is deemed not to have been properly cancelled.
11.2. If the reservation was paid online, the amount paid is not refunded in such cases.
11.3. If Cash payment was selected, the payment obligation to the coach remains.
11.4. If the client does not cancel in time or fails to attend, they may try to agree a new date with the coach, but:
a) this depends solely on the coach’s agreement;
b) Sportstep does not guarantee it;
c) the coach is not obliged to agree to a new date.
12. Cancellation by the coach and refunds
12.1. The coach may initiate self-service cancellation through the Platform only if all of the following conditions are met at the same time:
a) the order status in the system is “Upcoming”;
b) no more than 14 calendar days have passed since invoicing or payment, whichever applies to the specific order;
c) no session linked to the order has been marked as completed.
12.2. Where an order includes at least one active session with a specific reserved time, the coach may initiate self-service cancellation only if at least 2 hours remain before the start of the nearest active session.
12.3. Where an order has no active session with a specific reserved time, for example it is only a plan or an order for which no reservation has yet been formed, the 2-hour rule in Section 12.2 does not apply.
12.4. If the coach cancels a reservation or order for which Online payment was made, Sportstep may initiate a full or partial refund to the same payment method used.
12.5. If payment was made in cash directly to the coach, Sportstep generally does not process such a refund because payment was not made through the Platform.
12.6. If a reservation is cancelled before payment or if the coach decides not to proceed with a cash-paid reservation or other order, the client’s payment obligation for that reservation or order ceases.
12.7. Once coach- or Sportstep-initiated cancellation is confirmed, Sportstep may cancel related reservations, update the order status in the system (including marking it as refunded), and remove plan assignments, access, or other technical entitlements linked to the order to the extent applicable.
12.8. A Sportstep administrator may initiate a full or partial refund in other reasonable cases, including technical error, payment disruption, or dispute resolution.
12.9. The timing of a refund may depend on the payment provider or the client’s bank.
13. Complaints and disputes regarding orders
13.1. If you have complaints about a reservation, order, consultation, cancellation, refund, or other order-related matter, we recommend contacting Sportstep at [email protected] and, where relevant, the relevant coach.
13.2. Upon receiving a request, Sportstep may:
a) request additional information or documents;
b) contact the coach;
c) assess the situation under these terms, Platform rules, and applicable law;
d) propose a reasonable solution, including a refund where justified.
13.3. If you are a consumer and are not satisfied with Sportstep’s response or do not receive a response within the applicable period, you may contact the State Consumer Rights Protection Authority for out-of-court dispute resolution.
14. Limitation of liability
14.1. Sportstep is responsible for providing the Platform’s technical functionality to the extent it depends on infrastructure controlled by Sportstep.
14.2. Sportstep is not liable for:
a) the quality, content, or outcome of services provided by the coach;
b) the accuracy of information provided by the coach if Sportstep did not know and could not reasonably have known of any inaccuracy;
c) agreements between the client and coach made outside the Platform;
d) the operation of third-party payment providers, banks, or other external systems.
14.3. Sportstep does not guarantee any specific sporting, physical, or wellness outcome related to coach services.
14.4. Nothing in these terms limits Sportstep’s liability where such limitation is not permitted under applicable law.
15. Final provisions
15.1. These Order and Reservation Terms are governed by the law of the Republic of Lithuania.
15.2. All notices regarding these terms, orders, or reservations are sent by Sportstep to [email protected] unless otherwise stated on the Platform.
15.3. If any provision of these terms is held invalid or unenforceable, the remaining provisions remain in effect.
15.4. Sportstep may update these Order and Reservation Terms. The latest version is always published on the Platform.
15.5. The version of these Order and Reservation Terms in force at the time a specific order is placed applies to that order, unless applicable law provides otherwise.