Refund Policy

1. General Payment Terms

Sessions and packages are paid in advance through Tap Payments when you book. Payment is collected by E-Reach Consulting, not directly by the Mentor. The price is shown before you pay. Once your payment succeeds you will receive an email, and your Mentor then confirms the time or suggests another one (see section 4).

2. Student Cancellations

2.1 More than 24 hours before the session

You may cancel a booked session up to 24 hours before its start time for a full refund. Cancel it from the Student Portal under Sessions; the slot is released immediately and we will process your refund.

2.2 Less than 24 hours before the session

Cancellations within 24 hours of the start time are not refundable. Mentors set this time aside for you, and a late cancellation usually means the slot cannot be rebooked.

2.3 Emergencies

In a serious, documented emergency (for example a medical emergency), we may at our discretion refund a late cancellation. Contact us as soon as you can with supporting evidence.

3. Mentor Cancellations & No-Shows

• Mentor cancellation: if a Mentor cancels a session at any time before it starts, you will receive a full refund. You will be notified by email when this happens.
• Mentor no-show: if a Mentor does not attend, or arrives more than 15 minutes late without notice, you are entitled to a full refund. Please tell us within 48 hours of the missed session so we can verify it and process your refund.
• A new time you decline: if a Mentor can't keep your booked time and you decline the new time they suggest, this counts as a Mentor cancellation and you receive a full refund.

4. Confirming and Changing Times

• After you pay, your Mentor confirms the booked time. We email you when they do.
• If the Mentor can't make that time, they may suggest a new one. You can accept it, and your session moves to the new time, or decline it. If you decline, the session is cancelled and you receive a full refund.
• A Mentor cannot move your session without your agreement.
• If your session does not take place because the Mentor did not confirm it or did not respond, you receive a full refund.

5. Packages and Multi-Session Bookings

• Some Mentors offer packages at their own price. A package may include several sessions; the price shown covers the whole package, and you choose all your times when you book.
• The package price is shared across its sessions, and each session appears separately in your Student Portal.
• Each session can be cancelled on its own under sections 2 and 3. A session cancelled at least 24 hours before it starts, or cancelled by the Mentor, is refunded at its share of the package price. Your other sessions stay booked.

6. Session Quality & Disputes

If you believe a Mentor broke our Terms (for example by being abusive, ending the session early, or giving advice that encouraged breaking the law), email us within 24 hours of the session ending. We will review what happened and, where the complaint is upheld, issue a full or partial refund.

What is not covered

You are not entitled to a refund simply because:

• you disagreed with the Mentor's realistic assessment of your chances;
• the advice did not lead to the admission or visa result you wanted; or
• you did not ask all the questions you intended to during the session.

7. Refund Processing

Approved refunds are issued through Tap Payments to your original payment method, normally within 5 business days of approval, and we email you when your refund is sent. Your bank may take a further 5 to 10 business days to show it on your statement. Currency conversion fees charged by your own bank are outside our control and cannot be refunded.

8. Chargebacks

If you have a problem with a session, please contact us before disputing the payment with your bank, so we can put it right quickly. We may contest chargebacks that are raised without first contacting us, and accounts used for fraudulent chargebacks may be closed.

9. Contact Us

To request a refund, report a Mentor no-show, or raise a dispute:

• Email: Team@ereach.education
• WhatsApp: +973 6635 6056