Refund Policy

1. Marketplace context

Menty is a marketplace. Mentors are independent contractors who set their own rates and may offer terms more generous than this Policy (for example, a longer cancellation window or a no-fee reschedule). When a mentor’s posted terms are more generous than this Policy, the mentor’s terms apply. This Policy is the floor, not the ceiling.

2. Single-session refunds

For a one-off session booking (paid call or in-person session):

• —Mentor cancels at any time → automatic full refund.
• —You cancel 24 or more hours before the scheduled start → full refund.
• —You cancel less than 24 hours before the scheduled start → mentor’s discretion. Default is no refund. Mentors may offer a reschedule, partial refund, or full refund based on their own posted terms or judgment.
• —Mentor no-show → full refund on request. Athletes can flag a no-show from the call screen 5 minutes after the scheduled start time and there is no acknowledged reason. An automated sweep also catches mentor no-shows on a periodic basis. Either path triggers a refund through support; we are working to make refund issuance fully automatic at the same time as detection.
• —You no-show → no refund.
• —Platform / technical issue (Menty cannot deliver the session because of a Menty-side outage or platform bug) → full refund.

[TODO LAWYER REVIEW] A small number of states require minimum cancellation rights for consumer services. Counsel to confirm whether the 24-hour window needs to be extended or carved out for any state.

3. Multi-week program refunds

For program enrollments (multi-session, multi-week mentorship):

• —Cancel before the first session is delivered AND within 7 days of enrollment → full refund.
• —Cancel after the first session is delivered OR after the 7-day window → pro-rated refund of the remaining undelivered session value, minus a one-session administrative deduction. The mentor may waive the administrative deduction in their discretion.
• —Mentor terminates a program (for any reason other than your material breach) before delivering all sessions → pro-rated refund of the remaining undelivered session value, with no administrative deduction.
• —Mentor fails to make first contact within 7 days of enrollment → full refund on request.

For session-style programs (programs whose only deliverables are live sessions), Menty operates a connect-before-pay flow — you and the mentor agree on the first session before any payment is taken. As a result, the “mentor failed to make first contact” case is unusual; if it happens, contact support.

4. Subscription refunds

For recurring subscription offerings (including the Menty Pro tier and recurring mentor subscription packages):

• —You can cancel at any time. Access continues through the end of the current paid period.
• —No refund is issued for partial months or partial billing periods.
• —Future renewals will not be charged after cancellation.
• —If the mentor stops delivering the service the subscription is paying for, the unused remaining period is refundable on request.

5. Group sessions and camps

For group sessions and camps, refund eligibility follows the same windows as single sessions: full refund 24+ hours before start, mentor’s discretion inside 24 hours. If the mentor cancels the group session or camp, every paid attendee receives an automatic full refund. If the camp’s posted terms set different windows (some camps require longer notice for logistical reasons), the camp’s posted terms apply.

6. Platform fees and how refunds reduce mentor payouts

Menty’s platform fee on each transaction is 20% for Starter-tier mentor accounts and 15% for Pro-tier mentor accounts. When Menty issues a full refund, the platform fee is reversed alongside the principal — Menty does not retain its fee on a refunded transaction.

For pro-rated refunds, the platform fee is reversed on a pro-rated basis. Stripe’s payment processing fees (the fee Stripe charges for the original card transaction) are non-refundable in some cases — Stripe’s policy controls that. The mentor’s payout is reduced to reflect the refund.

7. How to request a refund

The fastest way to request a refund is from the session, program, or subscription detail page in your account. Many cases — cancelling 24+ hours before a session, cancelling a subscription, flagging a mentor no-show — are handled automatically by the platform without needing to contact support.

For everything else, email hello@mentyelevate.com with the booking or program ID and a short description of what happened. Menty will respond within 5 business days.

8. Stripe disputes and chargebacks

If you believe a charge was made in error, please contact us before disputing the transaction with your card issuer. The platform refund flow is faster and avoids chargeback fees that affect mentor payout.

If you do open a Stripe dispute, Menty will work with Stripe to respond. Disputes that are not resolved through informal communication are governed by Stripe’s standard dispute process and ultimately by your card issuer. Repeated unjustified disputes may result in account suspension under the Terms of Service.

9. Refund processing time

Approved refunds are submitted to Stripe immediately. Stripe typically returns funds to your original payment method within 5–10 business days, depending on your card issuer. We don’t control the issuer’s posting time. The refund will appear on the statement of the same card or bank account used for the original payment.

10. Changes to this Policy

Menty may update this Policy from time to time. The “Last updated” date at the top reflects any change. Material changes will be communicated by email or in-product notification at least 14 days before they take effect. Refund eligibility for any specific transaction is governed by the version of this Policy that was in effect at the time of the transaction.