Effective Date: January 1, 2025
Clear guidelines for session cancellations and refund eligibility
At UpMentor-X, we strive to create a fair and transparent experience for both mentees and mentors. This Refund & Cancellation Policy outlines the terms and conditions for canceling sessions and requesting refunds.
By using our Service, you agree to the terms outlined in this policy. Please read it carefully to understand your rights and responsibilities.
This policy applies to:
Prepaid Mentorship Sessions
Individual sessions purchased and scheduled through our platform
Subscription Plans
Monthly or annual subscription packages with credit allocations
Before scheduled session
Full Refund: Credits returned to your account
No Penalty: Free to reschedule with same or different mentor
Processing Time: Credits reflected immediately
Within 24 hours of session or failure to attend
No Refund: Full session fee charged
Credits Forfeited: Used credits are non-recoverable
Exception: Medical emergencies considered on case-by-case basis with documentation
At any time before session
Full Refund/Credit: Immediate credit restoration to mentee
Priority Rebooking: Mentee gets priority in rescheduling
No Impact: No penalty to mentee's account
You are eligible for a full refund in the following cases:
Platform Technical Error
System malfunction prevented you from joining or completing your session
Mentor No-Show
Mentor fails to attend the scheduled session without prior notice
Subscription Cancellation (Within 7 Days)
Cancel subscription within 7 days of purchase with no sessions used - Full refund minus used credits
Billing Error
Incorrect charges or duplicate transactions will be refunded immediately
💡 Pro Tip:
Keep screenshots and session logs as evidence when requesting refunds for technical issues.
Refunds will NOT be issued in the following situations:
General Dissatisfaction
Subjective dissatisfaction with session content or mentoring style (unless mentor violated our Code of Conduct)
User Device or Internet Failure
Technical issues on mentee's end (poor internet, device malfunction, compatibility issues)
Voluntary Account Termination
Account closure by user after subscription purchase (unless within 7-day window)
Completed Sessions
Sessions that have been attended and completed, regardless of perceived value
Promotional or Discounted Purchases
Credits purchased during promotional periods or with discount codes (credit-only refunds may apply)
Violation of Terms
Account suspension or termination due to Terms of Service violation
File a Support Request
Navigate to your account settings and click "Support" or "Help Center"
Select "Refund Request"
Choose the session or subscription you want to request a refund for
Provide Details
Explain the reason for your refund request and attach any relevant evidence (screenshots, session logs, etc.)
Review & Processing
Our team will review your request within 3-5 business days and notify you of the decision
Refund Issued
If approved, refunds are processed within 7-10 business days to the original payment method
Processing Times
Last Updated: January 1, 2025 • Version 1.0
