Cancellation & Refund Policy

Mentrix provides a platform that allows clients to discover and communicate with independent mentors.

The mentoring relationship exists between the client requesting the session and the independent mentor providing the service.

Mentrix is not a party to the agreement between the mentor and client.

Mentors are independent service providers who determine:

• Their session rates
• Their availability
• Their session format
• Their cancellation conditions (within Mentrix guidelines)

Mentors are responsible for clearly communicating any additional policies before accepting a session request.

Clients may cancel a requested or confirmed session according to the mentor’s cancellation policy.

Clients understand that:

• Last-minute cancellations may result in fees or loss of payment depending on the mentor’s policy.
• Mentrix does not guarantee refunds for cancelled sessions.
• Cancellation disputes should first be discussed directly between the client and mentor.

Mentors are expected to:

• Respect scheduled commitments
• Provide reasonable notice when they cannot attend
• Communicate promptly with affected clients

If a mentor cancels a confirmed session, the mentor should work with the client to:

• Reschedule the session, or
• Provide an appropriate refund if payment has already been collected

A missed session (“no-show”) occurs when a client or mentor fails to attend a scheduled session without appropriate notice.

Client no-show

If a client does not attend a scheduled session:

• The mentor may consider the session completed depending on the agreed cancellation policy.
• Refunds are not guaranteed.

Mentor no-show

If a mentor does not attend a scheduled session:

• The client may request a rescheduled session or refund.
• Mentrix may review repeated issues involving a mentor.

Refund requests may be considered in situations such as:

• A session was cancelled by the mentor
• A technical issue prevented the session from occurring
• A duplicate payment occurred
• A transaction error occurred

Refund requests should be submitted within 14 days of the scheduled session.

Any refund request related to a mentoring session should first be addressed directly between the client and the mentor.

Mentrix may assist in facilitating communication between users but does not guarantee a refund or resolution.

Mentrix does not guarantee:

• Specific learning outcomes
• Skill improvement
• Compatibility between a mentor and client
• Satisfaction with a mentoring style

Clients are responsible for selecting mentors based on their own judgment, including reviewing:

• Mentor profiles
• Experience
• Reviews
• Qualifications

Mentors and clients are encouraged to communicate directly to resolve concerns.

Mentrix may assist with communication but does not guarantee a specific resolution.

Mentrix reserves the right to investigate complaints involving:

• Fraud
• Safety concerns
• Misconduct
• Violations of platform rules

If Mentrix offers subscriptions or platform memberships:

• Subscription fees may be non-refundable unless required by applicable law.
• Users are responsible for cancelling subscriptions before renewal dates.
• Promotional offers may have specific conditions.

Payments may be processed through third-party payment providers.

Mentrix is not responsible for:

• Payment processing delays caused by third parties
• Bank processing times
• Incorrect payment information provided by users

Mentrix may consider exceptions for circumstances such as:

• Serious technical failures
• Platform errors
• Safety concerns
• Other exceptional situations

Each situation will be reviewed individually.

Mentrix may update this Cancellation & Refund Policy from time to time.

Changes will be published on this page with an updated effective date.

For questions regarding cancellations or refunds:

• Mentrix Support
• Email: michelle@mentrix.ca
• Website: www.mentrix.ca