Cancellation policy

Plans change. This policy explains how to cancel a project or a session, and what happens to money in escrow depending on when you cancel. Read it alongside our refund policy, which covers how refunded money reaches you.

1. Cancelling before you pay

Up to the point of the kickoff payment — while you are scoping a brief, waiting on a consultation, or reviewing matched mentors — you can walk away at any time with nothing owed. Close the project from your dashboard, or simply leave it. Nothing has been charged.

2. Cancelling after payment, before work begins

If you have paid into escrow but your mentor has not yet started, you receive a full refund. Cancel from the project workspace and the escrow is released back to you.

3. Cancelling once work is underway

Once your mentor has begun, cancelling means settling for the work already done. Raise a cancellation from the workspace and tell us why.

• If you and your mentor agree how to split the escrow, we apply what you agree.
• If you cannot agree, it becomes a dispute and our team decides the split on the evidence — milestones delivered, sessions held, and files in the workspace.
• Work already delivered and accepted is paid for. Work not started is refunded.

4. Cancelling a session

• Reschedule or cancel a session from the session page with reasonable notice, and nothing is charged against your project.
• Cancel at the last minute, or do not show up, and your mentor may count the session as held. Your mentor can waive this, and most do the first time.
• If your mentor cancels or does not show up, the session is not counted and is rescheduled at no cost to you.

5. If your mentor cancels

A mentor who can no longer continue must tell you and us as early as possible. We will offer you a replacement mentor at the same agreed price. If you would rather not continue, you receive a full refund of everything not already paid out for accepted work.

We ask mentors to give as much notice as possible before withdrawing from an active project. Repeatedly abandoning projects affects a mentor's standing and can lead to removal from the platform.

6. If we cancel

We may cancel a project where it breaches our terms — for example, a brief that asks a mentor to produce work for submission as the student's own. Where the student is at fault we may withhold a refund. Where the mentor is at fault, or neither party is, the student is refunded in full.

7. How to cancel

Open the project, choose Cancel project, and tell us the reason. If you cannot reach the workspace, email contactmentorbuild@gmail.com from the address on your account. We acknowledge within 24 hours.