FAQ
Quick answers for riders and coaches. For legal detail, see our Terms, Cancellation policy, and Privacy policy.
For riders
What is Yeww?+
Yeww is a local MTB coaching marketplace in the Portes du Soleil — Morzine, Les Gets, Avoriaz, Châtel, and the surrounding area.
You book verified independent coaches; Yeww handles the connection and payment technology.
How do I find the right coach?+
Search by date, resort, and skills on the homepage. Each coach profile shows session types, prices, languages, reviews, and live availability.
Are coaches verified?+
Yes. Before a coach goes live, they upload qualifications (e.g. BPJEPS), professional liability insurance (RC Pro), professional card, identity, and business registration.
Yeww admin reviews every document manually — unverified coaches cannot receive public bookings.
Can I book without creating an account?+
Yes — guest checkout with your email works fine.
After booking, you can set a password on the confirmation page to manage cancellations, rebook, and track sessions from your account.
Can I book for a group?+
If the coach allows groups, you can pick your group size at checkout.
The price shown is for the whole booking; when group size is greater than one, we show the per-rider cost too.
How does booking and payment work?+
You pick a slot and enter payment details at checkout. Your card is authorised (held) — not charged immediately.
The coach approves or declines your request. You are only charged if they accept.
When am I actually charged?+
When the coach accepts your booking.
If they decline, or the authorisation expires before acceptance, the hold is released and no charge is made.
Why do I see a pending charge on my bank statement?+
Card issuers show authorisation holds as pending transactions.
If the booking was declined or cancelled before capture, the hold typically drops off within a few business days (often 3–7, depending on your bank).
Are there extra fees at checkout?+
No hidden checkout fees. The price you see is what you pay.
Coaches set their take-home fee; Yeww adds a 10% commission to calculate the client price — riders do not pay a separate service fee on top.
What is account credit?+
Sometimes refunds are issued as credit on your Yeww account (for example in certain coach-cancel scenarios).
When you are logged in, credit is applied automatically on your next booking.
How do I cancel, and how much do I get back?+
Cancel from your account, or contact us with your booking reference.
Your refund depends on how far in advance you cancel:
- 21+ days before: 95% refund
- 14–20 days before: 70% refund
- 7–13 days before: 40% refund
- 0–6 days before: no refund
What if the coach cancels, or weather is dangerous?+
Coach cancels: you receive a full refund (to card or as account credit, depending on the situation).
Dangerous weather: we try to reschedule first. If the session cannot safely go ahead and the coach confirms, you get a full refund or credit without penalising the coach.
Bike mechanical issues or rider injury follow the standard rider cancellation tiers unless we grant a documented exception.
Where do we meet?+
The meeting point is on the coach's profile and in your confirmation email.
Coaches may serve multiple resorts — pick the correct one at checkout if you are given a choice.
How does my coach contact me?+
Email is always used for booking confirmations and updates.
If you add a phone number at checkout, coaches may reach you on WhatsApp before the session — optional, but recommended.
Can I leave a review?+
After a completed session you will receive a review link by email.
One review per booking.
For coaches
How do I join Yeww as a coach?+
Sign up as a coach, complete onboarding (profile, session types, availability), upload your documents, then wait for admin verification.
Your public profile goes live only after verification.
What documents do I need?+
Required: BPJEPS (or equivalent MTB qualification), RC Pro insurance, carte professionnelle, SIRET / business registration, identity document, and RIB for payouts.
Optional: PSC1 first aid — shown on your profile if uploaded.
How long does verification take?+
It depends on document quality and admin review volume.
You can track status in your dashboard; you cannot receive public bookings until verified.
How do booking requests work?+
A rider books and their card is authorised. You receive an email (and optional push notification if enabled).
Approve or decline within a reasonable time. Until you approve, their card is only held — not charged.
When do I get paid?+
After you mark the session complete (on or after the session date), payout is sent to your Stripe Connect account.
You must complete Stripe onboarding (KYC) before you can receive funds.
What commission does Yeww take?+
10% of the client price, built into what the rider pays.
You set your take-home fee; Yeww calculates the client price from that.
What if a rider cancels?+
The refund tier determines what the rider gets back and whether you receive a partial payout for short-notice cancellations.
See the cancellation policy for worked examples.
Can I cancel a booking?+
Yes, but the rider receives a full refund and it affects your reputation on the platform.
Use this only for genuine unavailability.
How do I set my availability?+
Dashboard → Availability: open dates and attach session templates.
Riders only see slots you have explicitly opened.
What is my public profile URL?+
yeww.app/{slug} and yeww.app/coaches/{slug} — your slug is set at signup from your name.
Share links are shown on your dashboard profile page.
Can I change my slug?+
No — slugs are fixed at signup.
If a slug ever changes during a platform migration, old URLs redirect automatically.
General
Is Yeww the coach, or a middleman?+
Yeww is a marketplace and payment intermediary only.
Your contract for the session is directly with the coach. Yeww is not your employer, instructor, or the provider of the sports service.
Who is responsible for safety on the trail?+
The coach delivers the session. Riders must ride within their ability and follow coach instructions.
Yeww does not supervise sessions on the mountain.
How do I contact support?+
Email us at [CONTACT EMAIL]. Include your booking reference (e.g. YEW-XXXX) for booking issues.
What data do you collect?+
Account details, booking information, and payment processing via Stripe — Yeww never stores your full card number.
We use essential cookies only (login and payment security). No advertising or analytics cookies.
Is Yeww available outside Portes du Soleil?+
Right now we focus on Morzine and the Portes du Soleil resorts listed on coach profiles.
Expansion to other areas may come later.