REFUND & RETURNS

Intro Offers

Intro offer sessions are non-refundable. They're a low-risk way to try us out — if they're not for you, you're only out the intro price. If you can't make your scheduled intro session, contact us at least 24 hours in advance to reschedule.

Memberships

Members sign the Hoops College Membership Agreement at registration, which is the controlling document. The rules below summarize how refunds and cancellations work.

• →3-business-day cancellation right: new members may cancel until midnight of the third business day after signing by written notice to [email protected]. Amounts paid are refunded as required by North Carolina law.
• →All memberships automatically renew unless properly canceled. Fixed-term memberships renew for the same term at the then-current rate.
• →30-day written cancellation notice is required. Memberships are not prorated for partial billing periods.
• →Fixed-term memberships canceled early carry a fee of 50% of the remaining contract dues. The membership stays active, and scheduled charges continue, until that fee is paid in full.
• →Membership dues and unused sessions are non-refundable, except where North Carolina law requires a refund — for example, death or disability, moving more than 8 miles from your current location and more than 30 miles from our facility, or if we relocate more than 8 miles or our services are materially impaired. Those refunds are at least 90% of the pro rata cost of unused services.
• →Fees: $25 late payment (more than 5 days past due), $25 per returned check or declined card. Accounts 30 days past due may be canceled and referred to collections.
• →Reinstatement requires our approval and may require all outstanding balances, a $25 reinstatement fee, and the first and last months of membership.
• →Freeze (instead of cancel): eligible fixed-term memberships may freeze up to 3 months/year in one-month increments, $25/month, requested by email at least 3 working days before your billing date. Regular dues aren't billed while frozen, and your contract extends by the months frozen.
• →Ending a membership or agreement — by you or by us — does not by itself mean a refund is due. Any refund beyond what North Carolina law requires is at our discretion. Most agreements that are not month-to-month also require an early-cancellation fee to terminate early.

Training Packages

• →Training packages are non-refundable once purchased, including any unused sessions.
• →Unused sessions can be transferred to another family member with our approval.
• →Expiration depends on the purchase and is stated at checkout. Most sessions expire 30 days after purchase.
• →Medical situations are handled case-by-case with documentation.

Cancellation & No-Shows

• →Cancellations made with at least 24 hours' notice are not charged, unless your membership states a different cancellation window.
• →Late cancellations (under 24 hours) may result in the session being charged.
• →No-shows are charged the full session rate.
• →Genuine emergencies are handled with grace — communicate as soon as you can.

Chargebacks

If you have a billing dispute, contact us directly first — we will work with you to resolve it. A chargeback does not cancel a membership or stop future scheduled payments — to cancel, follow the membership cancellation steps above.

• →If a chargeback is filed on a payment that was properly authorized and owed, the reversed amount remains owed, along with any processing fees we incur and a $100 administrative chargeback fee.
• →Nothing here prevents you from disputing a charge you genuinely believe is unauthorized, incorrect, or fraudulent.
• →Email [email protected] before disputing a charge — most disputes are resolved within 2 business days.

Merchandise

Hoops College merch now lives on The HC Way. Apparel and gear are fulfilled by Printify; returns and refunds are handled directly through them under their policies. Items damaged in transit or printed incorrectly are eligible for replacement.

For shop questions, reach out and we'll help connect you.

How to Request a Refund

Email [email protected] or call 980-867-1566 with your order info, the program or item in question, and the reason for the request. We'll respond within 2 business days. Approved refunds are typically processed back to the original payment method within 5–7 business days.