1. Escrow & General Payment Terms
To ensure a safe and trustworthy environment for both Students and Mentors, Easy Reach operates a secure escrow payment system. When you book a session, your payment is NOT immediately transferred to the Mentor. Instead, funds are held securely by our platform.
The payment is only released to the Mentor's payout account after the scheduled session is successfully completed, provided no formal dispute has been raised by the Student within the designated dispute window.
2. Student Cancellations
2.1 Standard Cancellations (Over 24 Hours)
We understand that plans change. Students may cancel a booked mentorship session up to 24 hours before the scheduled start time to receive a full 100% refund. You can cancel your session directly through your Easy Reach dashboard or via the link provided in your booking confirmation email.
2.2 Late Cancellations (Under 24 Hours)
Cancellations made within 24 hours of the scheduled start time are strictly non-refundable. Mentors block out dedicated time in their academic schedules for your session. Late cancellations result in the Mentor being compensated in full for their reserved time.
2.3 Emergency Exceptions
In cases of severe, documented emergencies (e.g., medical emergencies, natural disasters), Easy Reach support may, at its sole discretion, issue a refund or session credit for a late cancellation. You must contact support immediately with verifiable proof to be considered.
3. Mentor Cancellations & No Shows
We hold our verified Mentors to a strict standard of professionalism and punctuality.
- Mentor Cancellation: If a Mentor cancels a session at any time prior to the start time, the Student will automatically receive a full 100% refund.
- Mentor No Show: In the event that a Mentor fails to attend a scheduled session or arrives more than 15 minutes late without prior notice, the Student is entitled to a full 100% refund.
If a Mentor no show occurs, please contact our support team at team@ereach.education within 48 hours of the missed session so we can verify the absence and process your refund immediately.
4. Quality Guarantees & Dispute Resolution
We want every student to receive valuable, actionable advice. If you believe your session severely lacked quality or the Mentor violated our Terms of Service (e.g., providing factually incorrect advice, being abusive, or ending the session prematurely), you may file a formal dispute.
How to File a Dispute
To file a dispute, email us within 24 hours of the session ending. We will temporarily freeze the escrow payout to the Mentor while we review the communication history and video session metadata.
What is NOT Covered
Refunds based on session quality are evaluated on a strict case-by-case basis. You are not entitled to a refund simply because:
- You did not like the Mentor's realistic assessment of your chances.
- The advice did not ultimately result in a desired university admission or visa approval.
- You failed to ask the questions you intended to ask during the allotted time.
5. Refund Processing Times
Approved refunds will be processed through our gateway (Tap Payments) and will automatically be applied to your credit card or original method of payment.
Processing times vary depending on your bank and geographic location, but generally take 5 to 10 business days to reflect on your statement. Please note that any currency conversion fees charged by your local bank are out of our control and are non-refundable by Easy Reach.
6. Fraud & Unjustified Chargebacks
If you have an issue with a session, you must contact our support team first. Initiating an unjustified chargeback or payment dispute directly with your bank or credit card provider without attempting to resolve the issue through our dispute resolution process is a violation of our Terms.
Easy Reach reserves the right to dispute false chargebacks with Tap Payments and your bank using session logs and metadata as evidence. Users who initiate fraudulent chargebacks will be permanently banned from the platform.
7. Contact Us for Refunds
If you need to request a refund, report a Mentor no-show, or file a dispute, please reach out to our dedicated support team immediately:
- Email: accounts@ereach.education
- Phone: +973 6635 6056
- Hours: Support is available 7 days a week.