Legal Document
Cancellation & Refund Policy
Effective date: June 2026 · This is the single, authoritative cancellation policy for LOBB. All other references (Terms, SMS, app UI) must match this document exactly.
The 24-hour rule. Cancel more than 24 hours before your session — full refund, no questions. Cancel less than 24 hours before — 50% refund. Everything else is covered below.
01
All Cancellation Scenarios
Player cancels
More than 24 hours before the session
Player receives: 100% refund
Coach receives: nothing (time was not yet reserved in a meaningful sense)
Processing time: 3–7 business days via Paystack to your bank
Player cancels
Less than 24 hours before the session
Player receives: 50% refund
Coach receives: 30% of session rate (for reserved time)
LOBB retains: 20% of session rate
Example on ₦20,000 session: Player refunded ₦10,000 · Coach paid ₦6,000 · LOBB retains ₦4,000
Coach cancels
At any time before or on the day of the session
Player receives: 100% refund automatically
Coach receives: nothing
Coach account: one strike issued
Coach no-show
Coach does not appear and does not cancel
Player receives: 100% refund
Coach receives: nothing
Coach account: one strike issued
Three strikes = account review and potential suspension
Player no-show
Player does not appear and did not cancel
Player receives: no refund
Coach receives: 50% of session rate (released automatically 2 hours after session start time)
Coach does not need to contact LOBB — the payout is automatic
02
How to Cancel a Booking
Players: Go to My Bookings → tap the booking → tap "Cancel Booking." The app will show you the exact refund amount before you confirm. You must confirm the cancellation — it cannot be undone.
Coaches: Go to Coach Dashboard → tap the upcoming booking → tap "Cancel Session." You will be warned that a strike will be issued and the player will be automatically refunded. Once confirmed, this cannot be undone.
03
Refund Processing Time
All refunds are processed through Paystack back to the original payment method. The time it takes to appear in your account depends on your bank:
- Most Nigerian banks: 3–5 business days
- Some banks: up to 7 business days
LOBB does not control bank processing speeds. If a refund has not appeared after 7 business days, contact support@lobb.ng with your booking reference number.
04
Disputes
If you believe a cancellation or refund has been processed incorrectly, contact support@lobb.ng within 48 hours of the session date. Include your booking reference number and a brief description of the issue. LOBB will respond within 5 business days.
LOBB's decision on disputed cancellations is final, subject to your rights under Nigerian consumer law.
05
Contact
support@lobb.ng · lobb.ng · WhatsApp: [LOBB support number]