For packages and hourly services, coaches are paid out when they provide coaching and log the associated time. Coaches are not paid out for coaching hours that are unused and expired.
What happens if there is outstanding time on the balance that is expiring?
When the expiration period is approaching, you can either 1) encourage the client to book time so you can use all of the hours together or 2) extend the time yourself. You can extend orders any time before expiration and up to 3 months after expiration.
How can I extend coaching time?
In the Order History section of the inbox, there will be a button on the order cards that says “Extend.” You can extend orders any time before expiration and up to 3 months after expiration.
When pressed, the button will open a modal asking how long you would like to extend the order. You can extend for either 1, 3, or 6 months.
What happens when the the expiration period ends?
The corresponding balance in your account will be removed. Leland will handle customer refund and credit requests as they come in.
You will be compensated for all of the time you have logged with the client based on the coaching you provided. Make sure you’ve logged all of the time you’ve spent working with them before the balance is removed.
What happens if a customer requests a refund for unused time before it officially expires?
If you'd like to refund a client for unused time, submit a support ticket. All refunds will be reviewed on a case-by-case basis and processed according to our refund policy found here.
What if my client bought time and then is completely unresponsive?
If your client has purchased time and then does not respond, please submit a support ticket here.
Why do coaches not get paid out automatically when the time expires?
For hourly services or packages tied to a specific amount of hours, coaches get paid out when they log the time. The way payouts work on Leland are actually based on industry standards across all service-based marketplaces, where payments need to be tied to services delivered. This standard, shaped by service agreements between platforms, clients, and providers, prioritizes payment only upon completion of services.
This approach keeps us consistent with industry standards and encourages coaches/clients to fully utilize their coaching time. And when sessions go unused, we often provide clients with credit or alternative services to make up for the expired time.
Summary
We encourage coaches and clients to fully utilize their time together. Coaches are paid for the time they log, not for unused or expired hours. This ensures a focus on delivering quality coaching for the time purchased and a positive customer experience. Additionally, after time has expired, Leland often still provides credit for unused time depending on the case presented by the coach or inquired by the customer.
If you have any follow-up questions, please submit a support ticket — we are happy to help!