Refund & Cancellation Policy
Effective Date: October 24, 2024. This document outlines the conditions under which students and mentors are eligible for refunds or subject to cancellation penalties on the drmentor platform.
The Refund Matrix
Scenario Breakdown
| Scenario | Timeframe | Student Refund | Mentor Payout |
|---|---|---|---|
| cancel Student Cancels | > 24 hours before session | 100% Refund | 0% Payout |
| timer_off Student Cancels (Late) | < 24 hours before session | 0% Refund | 100% Payout (minus 30% platform fee) |
| person_off Mentor No-Show | Within 15 mins of start | 100% Refund | Penalty Applied |
| warning Technical Issues (Platform) | During Session | Prorated / Reschedule | Prorated |
| local_hospital Emergency Cancellation | Case-by-case (Requires documentation) | Up to 100% Refund | Determined by Admin |
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How to Request a Refund
- Navigate to your Dashboard > Booking History.
- Select the specific session.
- Click Report Issue / Request Refund.
- Provide a detailed reason and any necessary evidence (e.g., screenshots of technical failure).
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Processing Timelines
Standard Processing: 5-7 Business Days
Once a refund is approved, it may take 5-7 business days for the funds to appear on your original payment method, depending on your financial institution. Platform credit refunds are instant.
account_balanceFee Structure & Payouts (The 70/30 Split)
drmentor operates on a standard 70% Mentor / 30% Platform fee split for all completed sessions. This logic is strictly enforced in cancellation scenarios:
- If a student incurs a late cancellation penalty (no refund), the Mentor receives their standard 70% share of the session fee.
- The Platform retains its 30% fee to cover transaction and administrative costs.
- In the event of a full refund due to a Mentor No-Show, the Mentor receives 0%, and the Platform fee is waived for the student.