Refund and Arbitaration
Please note: this policy does not cover refunds because of cancellation. For information relating to this, please see Try A Mentor’s Cancellation Policy. Instead, this policy covers how issues relating to Mentor quality and conduct and Mentee conduct are dealt with as it pertains to accessing a refund. This is achieved through an Arbitration Process that is described in this document.
Try A Mentor does not provide Mentoring or Mentors. Try A Mentor’s service is to provide the means for Mentors and Mentees to find, book and pay for the Mentoring Services offered by Mentors. The service provider for Mentoring is the Mentor. As such, if this service is not satisfactory, or the conduct of those involved is not appropriate, this is an issue for the Mentor and Mentee to solve independent of Try A Mentor.
This said, so that Try A Mentor is a safe place to deliver and receive Mentoring, Try A Mentor has created an Arbitration Service so that refunds are possible under some clear conditions /stipulations. By using Try A Mentor you are agreeing to the process by which this arbitration operates and the outcome of the arbitration.
These stipulations referred to above are driven primarily by Stripe (Stripe is a completely independent technology platform that Try A Mentor uses to allow you to make and receive payments). Stripe was chosen due to it security and because it offers a delayed payment system. It will collect money from a Mentee and then deposit these funds into the Mentor’s bank account after a period of time (Try A Mentor has no access to these funds at any time).
What Try A Mentor can do, is while these funds are being held by Stripe (or future similar payment platforms), to arbitrate between Mentor and Mentee if a dispute occurs, and then depending on the outcome of the arbitration (which we will decide) to direct Stripe to pay either the Mentor or refund the Mentee. But Stripe has strict time limits on how long it will delay a payment which directly impact the rules of the arbitration. As such:
- Directly after a Mentoring meeting is conducted, Stripe will hold the funds for payment of this meeting for fourteen calendar days. Once this fourteen-day period is concluded, Stripe will automatically deposit the funds due to the Mentor into the Mentor’s bank account, at which point Try A Mentor will no longer be able to arbitrate and make a refund. As a result of this, the following is the structure of the Arbitration process:
- The complaint / request for refund must be e-mailed to firstname.lastname@example.org within five calendar days of the Mentoring Session. The complaint must contain all the information that the Mentee has that illustrates that a refund should be made. It is important to note that any written evidence submitted, has to be information that was communicated through Try A Mentor communication system as it is a condition of using Try A Mentor that all written communication between a Mentor and Mentee must occur through the internal communication system. The only exception to this is the verbal communication that occurs in the Mentoring meetings itself.
- If a request for a refund is made after the five calendar days, Try A Mentor will no longer be in the position to Arbitrate, and the Mentor and Mentee will need to solve the issue independent of Try A Mentor (Try A Mentor will no longer be involved and will play no part in any refund)
- If the Mentee attempts to provide additional evidence after the initial five days, it will not be reviewed. The reason is the overarching time limit. To be fair to the Mentor, we need to allow the Mentor adequate time to see the evidence presented against them and then time to respond.
- Once Try A Mentor has received the complaint and the evidence from the Mentee, it will then be sent unedited to the Mentor.
- The Mentor will now have a right to reply and is given three calendar days to prepare and send their defence. Again, any written evidence presented must be that found on Try A Mentor’s communication system (see reason above) and no evidence presented by the Mentor after this three-day period will be reviewed.
- If there is no response from the Mentor within this three-day period, for whatever reason, then unfortunately the arbitration will only consider the evidence presented by the Mentee. The only reason for this, is that the Stripe system will only hold the funds for the fourteen days, so this drives these strict time limits.
- With the Mentees case made and hopefully the case of the Mentor presented to Try A Mentor within the stipulated time frames, Try A Mentor will impartially adjudicate the issue and come to a binding decision before the fourteen days deadline has been reached. The findings of Try A Mentor are binding (a stipulation of using this site for all users)
- Try A Mentor will communicate its decision to both Mentor and Mentee, but this communication will not contain the reasons for the decision but simply what has been decided.
- The second impact that the Stripe system has on the arbitration process relates to the following rule that it has in place. Strip will only hold monies for a maximum of 90 calendar days from the point of collection. In this case, the point of collection is when a Mentoring Meeting / Session has been booked. The fourteen-day rule is present from the point after the meeting occurs, but the ninety-day rule is from the point of booking. This means that if a Mentees requests a refund due to a complaint, and although it is made within five days of the meeting as outlined previously, if the meeting took place within fifteen days of the ninety-day period concluding, then Try A Mentor is unable to arbitrate. As such, the refund request will be an issue for the Mentor and Mentee to solve independent of Try A Mentor.
Refunds because of Technical Issues
Please note, no refunds will be offered as a result of technical issues that occur while using the Try A Mentor platform. Further, it is the responsibility of both Mentor and Mentee to ensure that no technical issues occur as a result of the equipment they use to meet each other, and they also need to ensure that their internet quality is at the consistent standard required to have effective video conferencing meetings suing the Try A Mentor video conferencing application.
If technical issues occur for the Mentee that prevent a meeting that has started (both Mentor and Mentee have joined the meeting) from continuing or continuing effectively it will be at the Mentor’s discretion to as to whether a refund is offered.
If technical issues occur for the Mentor that prevent a meeting that has started (both Mentor and Mentee have joined the meeting) from continuing or continuing effectively, the Mentor should offer a refund and instruct Try A Mentor to see this happen. If the Mentor does not do this or refuses to act on the request by the Mentee to do so, then the Mentee can have this issue arbitrated, with the rules of said arbitration being that which are described in this policy.