Support & Dispute SLA
Last updated: August 17, 2026
Each coach on Whistl is an independent business and the merchant of record for their own sessions — they handle refunds and disputes for their charges directly. Whistl handles platform issues and subscription billing. Every request sent to support@joinwhistl.com gets a tracked response. Business hours are Monday–Friday, 9am–6pm ET, excluding US federal holidays. Requests received outside those hours start the clock at the next business day.
| Request type | First response | Resolution target |
|---|---|---|
Platform support Account access, billing, page setup, scheduling tool questions | 1 business day | 5 business days |
Session & coaching issues Missing session, reschedule, cancellation, coaching quality | Set by your coach | Set by your coach |
Payment & refund disputes Incorrect charge, refund not received, chargeback | 1 business day | 10 business days |
Service outage Booking pages or checkout unavailable | Same business day | Updates until resolved |
Who handles what
Each coach on Whistl is an independent business and the merchant of record for their own sessions. That means two parties are responsible for different things:
- Your coach handles anything tied to a specific session — timing, location, coaching quality, rescheduling, cancellations, refunds, and any payment dispute on a charge for their services. They set their own cancellation and refund policy, shown at checkout, and they respond to PayPal disputes and chargebacks on their own account.
- Whistl handles platform-level issues — account access, the booking and scheduling tools, checkout outages, and your monthly coach subscription. We do not hold session funds or issue refunds for individual sessions; those come from the coach.
How to raise an issue
- Families: contact your coach first for anything about a specific session — timing, location, coaching quality, a refund, or a charge you don't recognize for that session.
- Platform issues — account access, checkout or booking pages not working, billing for your Whistl subscription — email support@joinwhistl.com with the coach name, athlete name, and a short description.
- We acknowledge within the first-response window above and give you a named point of contact until the issue is closed.
Payment and refund disputes
Because each coach is the merchant of record, payment disputes on a session belong to that coach. To raise one:
- Contact your coach first — they hold the payment and can issue a refund directly under their published policy.
- If the coach is unresponsive or you can't reach a resolution, email support@joinwhistl.com and we will help you reach the coach. Whistl does not hold session funds, so we cannot force a refund — we can suspend a coach who refuses to honor their own policy.
- Please raise disputes with your coach or us before filing a PayPal or bank chargeback — a chargeback freezes the funds and slows the outcome for everyone.
Coach subscription billing
Disputes about your monthly Whistl subscription (not a session charge) follow the payment dispute timeline: 1 business day to first response, 10 business days to resolution. Whistl is the merchant of record for subscription billing, so we can issue refunds or credits directly.
Escalation
If a target above is missed, reply to your existing thread with ESCALATE in the subject line. Escalated issues are reviewed by the Whistl platform owner within 1 business day.
What this SLA does not cover
- Coaching quality, athlete outcomes, or scheduling preferences — these sit with the coach.
- Refunds or chargebacks on session charges — these are the coach's responsibility as merchant of record.
- Delays caused by PayPal, banks, carriers, or other third parties.
- Requests missing the information needed to investigate, until that information is provided.
These targets are service commitments, not warranties, and are governed by our Terms of Service.