When a session goes wrong
A session that did not happen as agreed is a dispute, not a support ticket - here is the window, the evidence, and what can actually be put right.
If a session did not happen as agreed - nobody appeared, the call failed, the feedback never came - that is a dispute, and it has its own page, its own evidence and its own outcomes.
You have 14 days#
A dispute can be raised for 14 days after the booking closes.
That window is deliberate. It is wider than the 72-hour resolution target, because you should not have to notice immediately - and narrower than the 30-day review window, because a dispute needs evidence, and both the join records and everyone's memory decay. An unbounded window would also mean refund requests arriving after the mentor has already been paid.
What you can raise#
The common ones:
- Nobody showed up - mentor or attendee
- The technology failed - the call would not connect or dropped
- It was not what was described - the session did not match the listing
- Feedback never arrived, or was not usable
- A scheduling problem you could not resolve between you
What happens next#
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You describe what happened and attach anything that helps. Whether each person actually opened the session is already recorded, so you do not have to prove attendance yourself.
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A first response within 24 hours, and a target of 72 hours to resolve.
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A decision, with an outcome attached - the section below.
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If you disagree, you have 72 hours to appeal. You get one reopen, then the decision is final. That cap is enforced by the database, not just by policy.
What can actually be put right#
Not every dispute ends in money back, and the honest reasons are worth knowing before you start:
| Outcome | When |
|---|---|
| Full refund | The session did not happen and it was not your doing |
| Partial refund | Some of it was delivered |
| Platform credit | Money back as credit rather than to your card |
| Free rebooking | The session should simply happen again |
| Extended validity | A package whose window ran out through no fault of yours |
| No action | The session happened as described |
If it is about money, not the session#
A charge you do not recognise, a refund that has not arrived, a payment that failed - those are not disputes. Payment history shows every payment and its status, including refunds still in flight with your bank.
Related#
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