# 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.

Source: https://www.revquix.com/docs/mentorship/when-a-session-goes-wrong
Last verified: 2026-09-02

---

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.

> **Warning** - Do not send this to support
>
> Support cannot resolve a dispute. It is a separate flow with its own clocks and its own record, and
> routing it through a ticket only adds a day before somebody tells you to open one anyway. Go to{" "} [Session disputes](https://www.revquix.com/dashboard/mentorship/disputes).

## 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

1. **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.

2. **A first response within 24 hours**, and a target of **72 hours** to resolve.

3. **A decision, with an outcome attached** - the section below.

4. **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                        |

> **Note** - On a session redeemed from a package, rebooking is usually the remedy
>
> There is no card payment to reverse for a session you redeemed with a package credit - the money
> moved when you bought the package. So the thing that can be put right is the session itself: the
> credit goes back, or the session is rebooked free.

## 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](https://www.revquix.com/dashboard/payments/history) shows every payment and its
status, including refunds still in flight with your bank.

## Related

- [Joining, rescheduling and cancelling](https://www.revquix.com/docs/mentorship/joining-and-cancelling) - The join window and the refund ladder.

- [Refunds](https://www.revquix.com/docs/payments/refunds) - What happens after a refund is issued.