1. Overview
At MentorSheep, we understand that plans can change. This policy outlines how cancellations, refunds, and associated fees are handled to ensure fairness for both students and mentors.
2. Cancellation Window
Sessions may be cancelled by either the student or the mentor, provided the cancellation is made at least 12 hours before the scheduled session time.
Cancellations made 12 or more hours before the session are permitted.
Cancellations made less than 12 hours before the session are not allowed. If you are unable to attend, please contact support.
3. Cancellation Fee
A 20% platform fee is applied to all valid cancellations as a processing charge. This fee covers operational costs associated with scheduling, notifications, and infrastructure.
| Scenario | Fee | Refund |
|---|---|---|
| Student cancels (≥12 hrs before) | 20% fee | 80% refund |
| Mentor cancels (≥12 hrs before) | 20% platform fee | Student gets 100% refund |
| Cancellation <12 hrs before | Not permitted | Contact support |
4. Slot Restoration
When a booked session is successfully cancelled, the mentor's time slot is automatically restored and becomes available for new bookings. This ensures that mentors do not lose potential sessions due to cancellations.
5. Refund Process
Refunds are processed as follows:
- If a student cancels, they receive a refund of the session fee minus the 20% cancellation charge.
- If a mentor cancels, the student receives a full 100% refund, and the platform fee is borne by the mentor.
- Refunds are typically processed within 5–7 business days, depending on the payment provider.
6. No-Show Policy
If a student does not join within 10 minutes of the scheduled start time, the session may be marked as completed by the mentor. No automatic refund is provided for no-shows. If you encounter technical difficulties, please contact support immediately.
7. Exceptional Circumstances
In cases of medical emergencies, natural disasters, or other force majeure events, please contact our support team. We review such requests on a case-by-case basis and may waive the cancellation fee or extend the cancellation window at our discretion.
8. Contact Us
If you have questions about this policy or need assistance with a cancellation, reach out to: