Question 1

In which countries is Koava available?

Accepted Answer

Koava launches first in Israel, across all major cities (Tel Aviv, Jerusalem, Haifa, Herzliya, Netanya…). The app is available in 8 languages, and expansion to more countries is already planned.

Question 2

How do I create an account?

Accepted Answer

Tap Sign Up and register with your email in 3 steps (credentials, personal info, your sports), or sign in directly with Google — or with Apple on iPhone. With email, a verification link is sent to you: confirm it to activate your account.

Question 3

Is Koava free?

Accepted Answer

Yes, downloading and using Koava is completely free — searching coaches, chatting, joining games and activities costs nothing. You only pay when you book a session, join a group class or buy a session pack.

Question 4

Which sports are available on Koava?

Accepted Answer

Koava covers a wide range of sports: tennis, padel, football, basketball, fitness, swimming, yoga, boxing, running and many more. The sports actually offered depend on the coaches active in your area — use the search to see what's available near you.

Question 5

How do I change the app language?

Accepted Answer

Koava is available in 8 languages: English, French, Hebrew, Russian, Arabic, Spanish, Portuguese and Amharic. Open the side menu and tap the language button at the bottom, or go to Settings > Language.

Question 6

Why does Koava ask for my location?

Accepted Answer

Your location is used to show coaches, games and activities near you, sort results by distance and display the map. You can also search any city manually, and revoke the permission at any time in your phone settings.

Question 7

What are the Coaches and Partners tabs?

Accepted Answer

The Coaches tab is where you find and book paid sessions with coaches vetted by our team. The Partners tab is the players' community: find games, activities and people to play with — it requires creating a free partner profile. And if you coach yourself, you can also apply to become a coach from the menu.

Question 8

I didn't receive the verification email

Accepted Answer

Check your spam folder first, then tap Resend on the verification screen. If it still doesn't arrive after a few minutes, contact us at contact@koava.app.

Question 9

How do I edit my profile?

Accepted Answer

Open the Profile page from the menu. You can update your photo, first and last name, gender, birth date, phone number and the sports you practise, directly on that page.

Question 10

How do I change my profile photo?

Accepted Answer

On the Profile page, tap your photo and choose: take a photo with the camera, pick one from your gallery, create a personalised avatar, or delete the current photo.

Question 11

How do I change or reset my password?

Accepted Answer

Logged in: Profile > Change password. Forgot it: on the login screen tap Forgot password and we'll email you a reset link.

Question 12

Where are my favorites?

Accepted Answer

Tap the heart icon on a coach's profile to save them. All your favorites (coaches and partners) are in the side menu > Favorites.

Question 13

Where do I see my activity statistics?

Accepted Answer

Side menu > Statistics: total sessions, hours trained, sports tried, favourite coaches, a 6-month activity chart and your favourite training days.

Question 14

How do I delete my account?

Accepted Answer

Profile > scroll to the bottom > Delete Account, then confirm. This is permanent: your bookings, messages and personal data are removed.

Question 15

How do I find coaches near me?

Accepted Answer

On the Coaches tab, pick your city or use GPS geolocation, optionally add a date and time, then search. You can also type a sport or a coach name, and switch to the map view to browse geographically.

Question 16

What filters are available?

Accepted Answer

Tap Filter above the results: distance, minimum rating, coach gender, booking options (individual sessions, group classes, session packs, home coach), level for group and private lessons, price range, spoken languages and cancellation policy. The date-and-time selector at the top filters by availability.

Question 17

How do I sort the results?

Accepted Answer

Tap Sort above the results: by rating (high or low first), by price (ascending or descending) or by distance.

Question 18

What does the badge 'Rarely cancels' mean?

Accepted Answer

Every coach has a reliability score out of 100: cancelling a lesson costs points, delivering lessons earns them back. The badge is shown on coaches with an excellent score and at least 5 completed sessions — a strong signal your lesson will actually take place. Reliable coaches also rank higher in search results.

Question 19

Why are some coaches shown at the top?

Accepted Answer

The first spots can be occupied by featured coaches of your area (a weekly highlight) and by coaches with a visibility subscription. They are always real coaches approved by our team — the rest of the list is ranked by relevance, rating and reliability.

Question 20

Can I message a coach before booking?

Accepted Answer

Yes. Open the coach's profile and tap Message to start a conversation — ask about level, equipment, location or anything else. All conversations live in the Messages screen.

Question 21

The coach has no available slot that suits me — what can I do?

Accepted Answer

You can send the coach time-window proposals: suggest when you're available, and if the coach opens a matching slot you'll be notified and can book it. You can also simply message the coach.

Question 22

How do I book a session?

Accepted Answer

Open a coach's profile, choose a sport, a date and an available slot, the location and the number of participants, add an optional message and pay. Your request is then sent to the coach for confirmation.

Question 23

Can I book for several people (duo, trio, group)?

Accepted Answer

Yes. On the booking screen, choose the number of participants. Each coach sets specific per-hour rates for Solo, Duo, Trio, Quartet and larger groups — the price updates automatically.

Question 24

When does the coach confirm my booking?

Accepted Answer

Your booking stays pending until the coach accepts it. The coach has up to 35 hours to answer (less if the session starts sooner): past that, the request is automatically declined and the hold on your card is released — you pay nothing.

Question 25

Can the session take place at my address?

Accepted Answer

Some coaches offer home sessions: on their profile, choose the 'At my address' option and enter your location. Coaches define their travel zone, and possibly a travel fee.

Question 26

Why is there a 10-minute countdown on the payment screen?

Accepted Answer

As soon as you enter checkout, the slot (or group seat) is held for you for 10 minutes so nobody can take it while you pay. If the countdown expires, the slot is released for other users — just start again if it's still free.

Question 27

Where do I see my bookings?

Accepted Answer

Side menu > My Reservations. The Upcoming tab shows pending and confirmed sessions (individual and group), the Past tab your history. From a booking you can open the chat, reschedule or cancel.

Question 28

The slot I want is taken — is there a waitlist?

Accepted Answer

Yes. When a slot or a group is full you can join the waitlist. If a spot frees up, you're notified and it's temporarily reserved for you — confirm and pay to secure it.

Question 29

Can I book a regular weekly session?

Accepted Answer

Book your sessions one by one, or save money with a session pack (hours at a discounted price). For a fixed weekly rhythm, group classes follow a recurring weekly schedule — join one that matches your availability.

Question 30

How do I move a booked session to another time?

Accepted Answer

In My Reservations, open the booking and tap Request a reschedule, then pick a new available slot. The coach receives your proposal and accepts or declines — the payment stays exactly as it is, nothing extra to pay.

Question 31

The coach proposed a new time — what do I do?

Accepted Answer

A banner appears on the booking with the proposed date and time: tap Accept to move the session, or Decline to keep the original time. You're free to refuse — declining a reschedule never cancels your booking.

Question 32

Can a session be moved more than once?

Accepted Answer

Yes. Once a reschedule is settled (accepted or declined), a new request can be made later by either side if plans change again.

Question 33

Why can't I reschedule my discounted session?

Accepted Answer

Sessions booked on a promotional (discounted) slot can't be moved by the student — the discount is tied to that specific time. The coach can still propose a reschedule, and you can accept it.

Question 34

Reschedule or cancel — which should I choose?

Accepted Answer

If you still want the lesson, always prefer rescheduling: it's free, keeps your payment untouched and doesn't depend on the cancellation policy. Cancel only if you truly no longer want the session.

Question 35

How do I cancel a booking?

Accepted Answer

My Reservations > open the booking > Cancel. The refundable amount depends on the coach's cancellation policy and how far ahead of the session you cancel — it's calculated and shown before you confirm.

Question 36

What are the cancellation policies?

Accepted Answer

Each coach chooses their policy, visible on their profile before you book: Flexible (100% refundable up to 24h before the session), Strict (100% refundable up to 7 days before), or Non-refundable.

Question 37

When do I get money back on my card, and when as credit?

Accepted Answer

A refund goes back to your card when you cancel within 6 days of making the booking (and before the session starts). Beyond that window, or for partial refunds, the amount is returned as a credit with that coach, usable on your next sessions. The exact card-refund deadline is shown at checkout and on the booking.

Question 38

Was I even charged? I cancelled but see no refund

Accepted Answer

In most cases your card was only holding an authorization, not an actual charge — the money is debited around 3 hours after the session ends (at the latest 6 days after booking for far-out sessions). If you cancel before the debit, the hold is simply released: no charge, no refund line, the amount just disappears from your pending transactions within a few days.

Question 39

The coach cancelled my session — what happens?

Accepted Answer

You're notified immediately and never lose money. If your card hadn't been charged yet, the hold is released (nothing was paid). If it had been charged, a private session is refunded to your card automatically; paid with a pack, your hours come back. Coach cancellations also lower the coach's reliability score.

Question 40

What are coach credits (avoirs)?

Accepted Answer

A credit is an amount you hold with a specific coach, created when a cancellation can't go back to your card. Credits never expire, are visible in My Packs, and are used directly at checkout for your next sessions with that coach — combined with your card if the credit doesn't cover everything.

Question 41

I paid with a pack — what happens if the session is cancelled?

Accepted Answer

Your hours are automatically returned to the pack in full — whether you cancel, the coach cancels, or the request expires without an answer.

Question 42

How do I request a refund on an already-cancelled booking?

Accepted Answer

On a cancelled booking that was paid, a Request refund button lets you submit a request (amount + reason) reviewed by the Koava team. For anything unusual, you can also write to contact@koava.app.

Question 43

What payment methods are accepted?

Accepted Answer

Card payments (Visa, Mastercard…) plus Apple Pay and Google Pay, through our secure payment partner PayMe. You can also pay with your pack hours, your coach credits, your loyalty points — and some coaches accept part of the price in cash on site.

Question 44

When is my card actually charged?

Accepted Answer

For a private session, booking only places a hold (authorization) on your card. The actual debit happens about 3 hours after the session ends — or at the latest 6 days after booking for sessions booked far in advance. Apple Pay and Google Pay payments are debited immediately.

Question 45

Is my payment secure?

Accepted Answer

Yes. All payments go through PayMe's certified secure payment page. Koava never sees or stores your full card number — at most the last 4 digits for display.

Question 46

Can I save my card for future payments?

Accepted Answer

Yes: tick 'Save my card' at checkout, and next time you pay in one tap without re-entering anything. Note: when saving a card, payment is by card entry only (Apple Pay / Google Pay buttons are unavailable for that payment). Manage your saved cards in the side menu > Payment methods — set a default or delete them anytime.

Question 47

Why did my payment fail?

Accepted Answer

Common causes: insufficient funds, wrong CVV or expiry, expired card, or a transaction blocked by your bank. Try again, use another card, or pay with Apple Pay / Google Pay. If a saved card fails, the app automatically offers the full payment page instead.

Question 48

I see two lines on my bank statement — was I charged twice?

Accepted Answer

Usually not: one line is the temporary hold placed at booking, the other the real debit after the session — the hold disappears by itself within a few days. If both lines remain as actual debits, contact us at contact@koava.app and we'll fix it quickly.

Question 49

In which currency do I pay?

Accepted Answer

Prices are shown and charged in the coach's currency — in Israel, shekels (₪). The total, including any service fee, is always displayed before you confirm.

Question 50

How do promo codes and points work at checkout?

Accepted Answer

On the payment screen, enter your promo code in the dedicated field to apply the discount, and use the points slider to redeem your loyalty points. Both reduce the card amount to pay.

Question 51

What is a session pack?

Accepted Answer

A pack is a set of training hours with a coach at a discounted price compared to booking one by one. Depending on the pack, hours can be used for individual sessions, group classes, or both.

Question 52

How do I buy a pack?

Accepted Answer

Open the coach's profile > Packs section, choose a pack and pay — the charge is immediate. Your pack then appears in the side menu > My Packs with its remaining hours.

Question 53

Do my pack hours expire?

Accepted Answer

No — once purchased, your hours never expire and stay usable until the last minute. Some packs only have a purchase deadline (a date until which the offer can be bought), which doesn't affect hours you already own.

Question 54

When are hours deducted from my pack?

Accepted Answer

Hours are deducted the moment you send the booking request, to guarantee your spot. If the coach declines, the request expires, or the session is cancelled, the hours automatically return to your pack in full.

Question 55

Where do I see my packs and credits?

Accepted Answer

Side menu > My Packs: your active packs with remaining hours, your used-up packs, and all your coach credits grouped by coach.

Question 56

Is there a limit on how many packs I can buy?

Accepted Answer

Some coaches set a maximum number of purchases per client on a given pack (for launch offers, for example). If a pack is limited, you'll simply no longer be able to buy it once your quota is reached.

Question 57

What is a group class?

Accepted Answer

A group class is a recurring course created by a coach: fixed weekly schedule, level, location and price per seat — usually cheaper than a private session. You register for the day(s) that suit you.

Question 58

How do I join a group class?

Accepted Answer

Open the class page, pick your day and number of seats, then pay — your seat is held for 10 minutes while you complete the payment. Depending on the class, you're either registered instantly, or your paid request awaits the coach's approval; seats go to the first who pay.

Question 59

The class is full — can I still get in?

Accepted Answer

Join the waitlist from the class page. As soon as a seat frees up you're notified and the seat is temporarily reserved for you — confirm and pay to take it.

Question 60

Is there a chat with the other participants?

Accepted Answer

Yes. Each group class has its own group chat with the coach and the accepted participants, perfect for practical info. The conversation closes automatically 24 hours after the course ends.

Question 61

How do I leave a group class, and what about my money?

Accepted Answer

Open your registration in My Reservations and cancel it. If your card was only holding an authorization, the hold is released and nothing is charged; if it was already debited, the amount comes back as a credit with that coach; hours paid from a pack return to the pack.

Question 62

The coach cancelled the class — what do I get back?

Accepted Answer

Everyone is refunded automatically and notified: card holds are released (nothing charged), amounts already debited come back as a full credit with the coach, and pack hours are restored.

Question 63

Can I book several seats for friends?

Accepted Answer

Yes, as long as seats are available you can book several at once in the same payment.

Question 64

What is the Partners tab?

Accepted Answer

It's the players' community: find people at your level, join or create games (tennis, padel, football…) and open sports activities (group runs, rides…). It's free — you just need a partner profile.

Frequently asked questions