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

Terms of Service

Last updated: 2 October 2026

1. Who we are

LevelUp is operated by [Company legal name], registered at [registered address] ("LevelUp", "we"). You can reach us through our Support page. LevelUp is a marketplace: we connect players who want to improve at a game with coaches who teach it, and we handle booking, payment and support. The coaching itself is provided by the coach, not by LevelUp.

2. Who can use LevelUp

• You must be 18 or older, and you must show a government ID to prove it (section 2a).
• You can't use LevelUp if you live in, or act for someone in, a country or region under comprehensive international sanctions, or if you are on a sanctions list.
• One person, one account. The details you give us must be true and kept up to date.
• You are responsible for everything done with your account. Keep your password and linked Discord account secure.

2a. Age policy and ID check

• Accounts are for people aged 18 and over. Before you can book or be listed as a coach, we ask you to show a passport, driving licence or national ID card. We may ask again if we have reason to doubt it.
• Live capture only. The photos of your document and a matching selfie must be taken live with your device's camera. Uploaded photos, scans, screenshots, copies and photos of screens are not accepted, and student cards, work badges and other documents that can't reliably prove age are not accepted.
• The check is done by our identity partner, Stripe. LevelUp does not receive or store your document, photos or date of birth, only whether you passed. If the check shows you are under 18, your account is closed.
• Under 12: not allowed on LevelUp, in any way.
• Ages 12 to 17 (juniors): a young player can't have their own account. A parent or legal guardian, who has passed the ID check, adds them to their account and books for them. Juniors can only be booked with coaches our team has approved for juniors, and the parent or guardian must be present for the whole session. By booking, you confirm you are the junior's parent or legal guardian, and you accept these terms on their behalf.
• Coaches approved for juniors must keep all contact on LevelUp, must not ask a junior for personal details, photos or contact details, and must not record a junior. Anything that puts a young person at risk is grounds for immediate removal and, where the law requires, a report to the authorities.

3. Coaching sessions

• Every session is live and one-to-one between one coach and one player, at the booked time. Group classes and recorded courses are not offered on LevelUp.
• Coaches teach. They never log into, play on, or otherwise use a player's game account.
• Coaches and players agree how to meet, for example voice chat or screen share, using the booking chat. Contact details are shared only after the coach accepts a booking.

4. Coaches

• Coaches are independent. They are not employees, agents or partners of LevelUp, and they set their own prices within LevelUp's limits.
• To coach a game, you pass our skill check for it. You must tell the truth about your rank and give proof you are entitled to share. The skill level we give you sets your maximum price per hour.
• You are responsible for your own taxes and for any registration your country requires for your coaching income. We may be required to report your earnings to tax authorities.
• Payouts are made through our payment provider, Stripe, which verifies your identity and bank account.

5. Booking and payment

• The price you see, in your chosen currency, is the price you pay. The exchange rate is fixed when you book.
• Payments are processed by Stripe. LevelUp does not store card numbers.
• Coaches in countries our payment provider cannot pay out to (such as Mongolia) are paid by bank transfer instead. We send these by hand within 5 business days (Monday to Friday, not counting public holidays) after a session is confirmed, and your bank may then take 1 to 3 more business days to show the money. We only pay the bank account the coach has added. We may ask for identity checks before paying.
• We hold your payment until the session is done. It is released to the coach when you confirm the session, or automatically 72 hours after the coach marks it delivered if you haven't confirmed or reported a problem.
• For coaches, LevelUp acts as a limited payment collection agent: when you pay LevelUp for a session, you have paid the coach.
• LevelUp keeps a service fee of 15% of the session price when a session is completed. Coaches receive the rest.

6. Cancellations, refunds and disputes

• You can cancel for a full refund until the coach accepts the booking. If the coach declines, you get a full refund.
• If the coach doesn't accept your booking within 24 hours, or before the session is due to start if that comes first, we cancel it and refund you in full automatically.
• If your coach doesn't turn up, you can report it 15 minutes after the session was due to start. Our team reviews it and either refunds you or pays the coach. If a session was accepted but nobody confirms it or reports a problem within 72 hours after it ended, our team reviews it too. We never move the money without a decision.
• We send a reminder about an hour before a confirmed session, by notification and, if you've turned it on, by email.
• If something goes wrong after the session, report a problem before the payment is released. Our team reviews the booking and either pays the coach or refunds you.
• If you are a consumer, you keep any rights your local law gives you, including any right to cancel a service contract. [Lawyer: confirm how the EU/UK 14-day withdrawal right applies to sessions booked within 14 days.]

7. What is not allowed

Our Community Guidelines are part of these terms. In short, you must not:

• share game accounts, offer rank boosting, or sell game keys or in-game currency, and sell accounts anywhere other than the Account marketplace under its rules (section 7a);
• use or teach cheats, hacks or anything else that breaks a game publisher's rules;
• ask for or take payment outside LevelUp for a session found through LevelUp;
• harass, threaten, or discriminate against anyone, or share sexual content;
• use LevelUp if you are under 18 (except a junior booked by their parent or guardian under section 2a), give false or someone else's identity documents, or try to get around the ID check;
• contact, or try to contact, anyone you believe is under 18 outside a junior booking, or ask any young person for personal details, photos or to move to another app;
• break the law, or help someone else do so.

7a. Account marketplace

Where LevelUp offers it (on the website only, not in the iOS or Android apps), you can buy and sell game accounts under these rules:

• Know the risk. Many game publishers don't allow accounts to be transferred and may suspend or close traded accounts. LevelUp is not affiliated with any publisher and can't prevent that. You buy and sell at your own risk.
• Sellers must have created the account, fully control it (including its email and two-factor settings), and have the right to transfer it. No stolen, hacked, shared or "recovered" accounts.
• Every listing is reviewed before it goes live. Never put login details in a listing; you send them privately after the sale.
• We hold the buyer's payment until the buyer confirms they have secured the account (or 72 hours after delivery if they don't respond), and for a further 7-day protection period. The seller is paid after that.
• Taking an account back after a sale, for example through email or password recovery, is fraud. We refund the buyer, close the seller's account and may report it to the authorities.
• Login details are stored encrypted, shown only to the buyer, and deleted when the deal ends.
• LevelUp keeps a fee of 15% of the price when a sale completes.

8. Chat and content

You own what you write. You give LevelUp permission to store and show it as needed to run the service, including to the other person on a booking and to our moderators. We filter some abusive language, review reports, and may remove content or suspend accounts that break these terms.

9. Games and trademarks

Game names belong to their owners. LevelUp is not affiliated with, endorsed or sponsored by any game publisher. Coaching must follow each game's own terms of service.

10. Our responsibility

We work to keep LevelUp safe and available, but coaching results depend on you and your coach, and we can't promise a particular rank or outcome. To the extent the law allows, LevelUp is not liable for indirect or consequential losses, and our total liability for any claim is limited to the fees LevelUp earned from the booking concerned. Nothing in these terms limits liability that can't be limited by law, or your statutory rights as a consumer. [Lawyer: review this section for each launch country.]

11. Suspension and account deletion

We may suspend or close accounts that break these terms or put others at risk. You can delete your account at any time from your profile in the app, once your active bookings are finished or cancelled.

12. Changes

We may update these terms. If a change matters, we'll tell you before it takes effect. Continuing to use LevelUp after that means you accept the new terms.

13. Law and disputes

These terms are governed by the laws of [country]. If you are a consumer, you can also rely on the mandatory laws of the country where you live and bring a claim there. Please contact us first through our Support page so we can try to fix the problem.