Draft for legal review. Text in [brackets] must be completed, and a lawyer should review these terms before LevelUp takes real payments.

Community Guidelines

Last updated: 2 October 2026

LevelUp works when players and coaches can trust each other. These rules apply to listings, chat, reviews and sessions. Breaking them can lead to removed content, a suspended account or a permanent ban.

Coaching only

• Teach, review and advise. Don't play on someone else's account, and never ask for anyone's password.
• No rank boosting, game keys, in-game currency, cheats or hacks. These break the game publishers' rules and get players banned.
• Accounts may only be sold in the Account marketplace, where it's available, following its rules. Never sell an account you didn't create or don't fully control, and never take back an account you sold.
• Sessions are live and one-to-one. No group classes or recorded courses.

Be honest

• Coaches: only claim ranks you really have, and describe your sessions accurately.
• Reviews must describe a real session you had.

Be respectful

• No harassment, bullying, threats, hate speech or discrimination.
• No sexual content, and nothing that encourages self-harm.
• Keep feedback about the game, not the person.

Stay safe

• Keep payments inside LevelUp. Payments made outside LevelUp are not protected, and asking for them is not allowed.
• Only share the contact details you are comfortable sharing. LevelUp shares them only after a booking is accepted.
• LevelUp is for adults, and everyone shows a government ID. Players aged 12 to 17 can only play through a parent or guardian, with an approved coach, and the parent stays present.
• Never ask a young person for personal details, photos or to talk somewhere else, and never record a session. If you think someone is under 18 or a child may be at risk, report it straight away.
• You choose how you take part. A coach can teach with voice and screen share alone, and you never have to turn your camera on.
• Never share, or threaten to share, someone's photos, messages or personal details, and never record a session unless everyone has agreed first.
• If anyone makes you uncomfortable in a session, leave and use Report. You do not owe anyone an explanation.

Warnings and removal

If a coach breaks these guidelines, our team tells them what went wrong. The first time is a warning, the second a final warning, and the third suspends the account. Warnings stop counting after a year. Anything that puts someone's safety at risk, such as harassment, blackmail or unsafe behaviour toward a young person, means immediate suspension and, where the law requires, a report to the authorities. We never fine coaches by taking earnings: money for finished sessions is settled by our team.

Reviews

Reviews should be honest and about the session. Coaches can reply to a review in public, and can appeal one that is abusive, fake or unrelated to the session. Our team can hide a review that breaks these guidelines, and a hidden review no longer counts toward the rating.

Report and block

Use Report on a message, a person or a session, and Block to stop someone from messaging you or booking with you. Our team reviews every report. Threats, blackmail, sexual content or a child at risk are reviewed first, and the payment for that session is held until we have looked. If someone is in immediate danger, contact your local emergency services first.

Contact

Questions, appeals or safety concerns: write to us through our Support page.