Questions, setup help, or finding the right club? We can help.
Tell us what you are trying to figure out, and we will point you toward the next clear step. Whether your child is brand new, already in a weekly club, needs a better fit, or has a refund, pause, or cancellation question, we are glad to help.
Share a few details below. If your note is about a missed session, refund, pause, or cancellation, include the club name, session date, and the change you are requesting.
New family question
Wondering which club fits?
Tell us what your child likes, what they have tried before, and what kind of group would feel comfortable.
Current family support
Already part of a club?
Include your child’s name, club time, and what you need help with so we can understand the situation quickly.
Refunds, pauses, or cancellations
Need help with a missed session or future enrollment?
Include your child’s name, club time, session date, and whether 48 hours of notice was given. For pauses or cancellations, tell us when you want the change to begin.
Common support questions
A few answers before you send your note.
Some questions are quick. Some need a human look. Start here, then use the form if you still need help finding the right next step.
Best first message
Tell us what you need, and include the timing details if they matter.
For current members, include your child’s name, club time, session date, and what you need help with. For missed sessions, tell us whether 48 hours of notice was given. For pauses or cancellations, tell us when you want the change to begin.
New family fit questions
Current club support
Refund, pause, or cancellation help
New players
Is this good for a brand new player?
Yes. Tell us what your child is curious about and what they have tried before. We can point you toward a beginner-friendly first step or a weekly club with the right pace. If the first session is not a fit, contact us after that session so we can help with the satisfaction guarantee.
Missed sessions
What happens if my child misses a session?
If you give us 24 - 48 (depending on class type) hours of notice and your child does not attend, we can issue a 50% refund after the scheduled session takes place. Missed sessions without proper notice are not refundable.
Tech setup
What tech does my child need?
At minimum, your child needs a device that can join video conferencing with stable internet. Some game or VR clubs may require specific game access, accounts, or gear.
Safety
How do you keep sessions clear and safe?
Sessions are recorded, Guild Masters are background-checked yearly, and kids are not allowed to exchange personal identifying info.
Age and reading
What ages are Guild clubs built for?
Our online programs are built for ages 8 to 17. Kids should be able to read so they can follow the session, understand prompts, and participate with the group.
Parent updates
Can I pause or cancel future enrollment?
Yes. You can manage your enrollment and pauses from the Parent Dashboard. Pausing stops future charges, but it does not hold or save your child’s seat.
Still need help?
Send us a note through the form above. For refund, pause, cancellation, or missed-session questions, include the session date, club time, and the notice you gave so we can answer faster.
