Refund policy

Escrow is what makes this policy simple. Your payment is held by our payment gateway rather than passed to your mentor, and it moves only when you approve the work or a dispute is decided. Most of the time, a refund is just money that never left escrow.

This policy sits alongside our terms of service and does not limit your rights under the Consumer Protection Act, 2019.

1. When you get a full refund

• You cancel before your mentor has started work on the project.
• No mentor accepts your project within a reasonable period of your payment being held.
• Your mentor withdraws, or goes unresponsive for an extended period during an active project, and we cannot arrange a replacement you are happy with.
• A dispute is decided in your favour on the basis that the agreed deliverables were not provided.
• You were charged twice, or charged in error.

2. When a partial refund applies

Where a project is part-delivered, we split the escrow to reflect what was actually done. We look at the milestones agreed in the brief, which of them were delivered and accepted, the session time your mentor has already given, and the messages and files in the workspace.

If you and your mentor agree a split between yourselves, we apply it. If you cannot agree, our disputes team decides and explains the reasoning to both of you.

3. When a refund is not available

• You approved the delivered work, or the review window passed without you raising anything, and the deliverables match the agreed brief.
• You changed your mind about the project after the work was completed as agreed.
• You want your grade, marks or assessment outcome to have been different. Mentorship is guidance, not a guaranteed result.
• You asked your mentor to produce work for you to submit as your own, in breach of section 3 of our terms.
• The request relates to a project completed some time ago, unless you are alleging fraud.

4. Consultation calls

The initial consultation is free, and nothing is charged before you have chosen a mentor. There is nothing to refund at that stage.

5. How to request a refund

• Open your project workspace and raise a dispute, or email contactmentorbuild@gmail.com from the address on your account.
• Tell us what was agreed, what was delivered, and what outcome you are asking for.
• We acknowledge within 24 hours and aim to decide as quickly as the evidence allows. Complex cases take longer, and we will tell you if yours is one.

6. How the money reaches you

Refunds go back to the original payment method through Razorpay. We cannot redirect a refund to a different card, account or person. Once we approve a refund we initiate it promptly; your bank or card issuer then takes usually several business days, depending on your bank to credit it, and that part is outside our control.

Where a payment gateway fee is non-refundable to us, we absorb it. You receive the full amount we approve.

7. Institution agreements

Where a college or institution has bought seats under a written agreement, the refund terms of that agreement apply instead of this policy.

8. Contact

Refunds and disputes: contactmentorbuild@gmail.com. If you are unhappy with a refund decision, escalate to contactnavatrix@gmail.com and our Grievance Officer will review it within 15 days.