Legal
Cancellation and Refund Policy
Version 1.2.0 · Effective July 21, 2026
DRAFT
This policy is part of the MentorReach Terms of Service and applies to every session booked on mentorreach.com.
Sessions are paid in full at the time of booking.
1. The 24-hour rule
More than 24 hours before your session starts: you may cancel or reschedule at no charge. A cancellation is refunded in full.
Within 24 hours of the start time: the session is not refundable and cannot be rescheduled. Your Mentor reserved that time for you and is paid for it.
The deadline is calculated from the scheduled start time of your session and is shown to you before you pay.
2. No-shows
If you do not attend a session you booked, it is treated as a cancellation inside 24 hours. It is not refundable.
If you are running late, join as soon as you can. Mentors are asked to wait at least 10 minutes but are not required to extend the session past its scheduled end time.
3. If your Mentor cancels or does not attend
If a Mentor cancels for any reason, or does not attend within 15 minutes of the start time, you receive a full refund, regardless of how close to the session it happens. You may also rebook with the same Mentor or a different one.
Report a Mentor no-show at support@mentorreach.com or through the report form on the Platform.
4. Technical problems
If a session cannot take place because of a failure of the Platform or the video service, contact us at support@mentorreach.com within 48 hours. We will offer a full refund or help you reschedule at no cost.
Problems on your own end, such as your internet connection, device, or being unable to find the meeting link that was sent to you, are not grounds for a refund. Reach out anyway if something went wrong and we will look at it.
5. Dissatisfaction with a session
We do not offer refunds because you disagreed with a Mentor's advice, did not find the guidance useful, or did not achieve a particular outcome. Mentors share their personal experience and opinion, and no result is promised.
If a Mentor behaved unprofessionally, misrepresented their background, was substantially absent from the session, or violated our Mentor Handbook, that is different. Report it at support@mentorreach.com within 7 days. We review these individually and may issue a refund, remove the Mentor, or both.
6. How refunds are issued
Approved refunds are returned to the original payment method through our payment processor. There is no cash alternative and no account credit.
Expect the funds to appear within 5 to 10 business days after the refund is issued. The exact timing depends on your bank or card issuer and is outside our control.
7. Chargebacks
If you believe you are owed a refund, contact us first at support@mentorreach.com. We will look at it promptly.
Filing a chargeback instead of contacting us, for a session that was delivered as booked, is a violation of our Terms. We may suspend an account while a chargeback is under review and may close an account that files a fraudulent one.
8. Mentors: how this affects your earnings
- Cancelled more than 24 hours out: the session is refunded to the student and you are not paid for it.
- Cancelled inside 24 hours, or a student no-show: the session is not refunded, and you keep your payout for the reserved time.
- You cancel or do not attend: the student is refunded in full and no payout is made to you. Repeated late cancellations or no-shows are grounds for removal from the Platform.
- Refund issued after a report: if we refund a student because of a policy violation on your part, the corresponding payout is reversed.
Payouts are made through our payment processor on its normal schedule. A refund reverses the related transfer.
9. Changes to this policy
We may update this policy. The version in effect at the time you book governs that booking. Material changes will be posted here with a revised date.