Introduction
At Mentor Match, we strive to provide exceptional one-on-one tutoring services tailored to each learner's needs. We understand the importance of a strong tutor-student relationship in achieving educational goals. To ensure customer satisfaction and maintain the quality of our tutoring services, we have established the following refund and replacement policy.
Tutor Replacement Policy
- Free Tutor Replacements: In the event that a tutor is no longer available to continue sessions due to leaving or being terminated from Mentor Match, we will provide a free tutor replacement to ensure your learning journey continues uninterrupted.
- Unsatisfactory Matches: If you are not satisfied with your assigned tutor, you are entitled to request up to two (2) additional tutor replacements at no extra cost, giving you the opportunity to work with up to three (3) different tutors to find the best match for your learning needs.
Refund Eligibility in Case of Tutor Changes
- Eligibility: Refunds will be considered only after a customer has engaged with three (3) different tutors and remains unsatisfied with the compatibility or quality of tutoring received. This includes scenarios where tutors have left or have been terminated from our platform.
- Sessions Eligible for Refund: Refunds will be issued for all remaining unused sessions in your package. No refunds will be granted for sessions that have already been completed.
Initiating a Refund or Replacement Request
- Contact Us: To request a tutor replacement or initiate a refund, please contact your dedicated relationship manager or our customer support team via email or phone. Provide detailed feedback regarding your experience to help us understand your situation better and to improve our services.
- Review Process: Our team will review your request based on the criteria outlined above. We aim to process eligible refunds and replacements promptly to ensure your satisfaction with our services.
Processing Refunds
- Refund Method: Refunds will be issued to the original method of payment within 10 business days of the refund request approval.
- Notification: We will inform you via phone and email once your refund has been processed.
Special Considerations
- Case-by-Case Exceptions: We understand that unique situations can arise. Mentor Match management reserves the right to consider exceptions to this policy on a case-by-case basis, particularly in instances of significant disruption caused by tutor changes.
Contact Information
For questions, tutor replacements, or refund requests, please reach out to our customer support team at:
- Email: [email protected]
- Phone: +91 8870020705
- Hours: Tuesday through Sunday, 11:00 AM to 9:00 PM [IST]
Conclusion
Mentor Match is dedicated to your educational success and satisfaction. This policy is designed to ensure that you always have access to quality tutoring and support throughout your learning experience with us. Thank you for choosing Mentor Match as your partner in education.