Refund & Cancellation Policy

1. Overview

Mentova is committed to being transparent and fair in how it handles payments, cancellations, and refunds. This policy sets out the rules that apply to each service type, clearly and in plain language.

We recognise that circumstances change. Our goal is to handle every refund or cancellation request promptly, respectfully, and in a way that is fair to both sides — including the experts and team whose time has been committed on your behalf.

This policy applies to all services provided by Mentova, including intro consultations, expert matching and curation, and ongoing advisory support plans.

2. Intro Consultations

Cancellations and Rescheduling

You may cancel or reschedule an intro consultation without charge, provided you do so at least 24 hours before the scheduled session time.

Cancellation or rescheduling requests submitted less than 24 hours before the session may not be eligible for a refund or free rescheduling, as the expert's time will have been reserved and may not be recoverable at short notice.

To cancel or reschedule, please contact support@mentova.app with your name, booking details, and your preferred resolution (cancellation or a new time).

Completed Sessions

Intro consultation fees are non-refundable once the session has taken place. This applies regardless of the outcome of the conversation, as the expert's time and preparation have been committed and delivered.

If you experienced a technical or logistical problem that prevented the session from proceeding as intended — such as a connectivity failure on our side or a no-show by the expert — please contact support@mentova.app and we will review the situation fairly.

No-Shows

If you do not attend a scheduled consultation and do not notify us in advance, the session fee is forfeited. We reserve the right to require pre-payment for future sessions in such cases.

3. Expert Matching & Curation Fees

When Fees Become Non-Refundable

Expert matching and curation fees become non-refundable once active work has begun on your request. Active work includes, but is not limited to:

• Reviewing and assessing your request in detail
• Researching and identifying suitable expert candidates
• Contacting experts and assessing availability and fit
• Preparing a shortlist or initiating an introduction

This threshold is reached quickly. In most cases, active work begins within 1 to 3 business days of a confirmed and paid request.

Cancellation Before Active Work Begins

If you need to cancel a matching request before active sourcing or review work has started, a full or partial refund may be considered on a case-by-case basis. Please contact support@mentova.app as soon as possible with your request details.

We will communicate clearly whether active work has commenced and assess your refund request accordingly.

If No Suitable Match Is Found

Mentova does not guarantee that every matching request will result in an introduction. If, after genuine effort, no suitable expert can be identified for your specific request, Mentova will communicate this outcome and discuss options — which may include a partial credit, a revised scope, or in exceptional circumstances, a partial refund. Each case is assessed individually.

4. Ongoing Advisory Support Plans

Cancellation

Ongoing advisory support plans operate on a billing-cycle basis. You may cancel your plan at any time by notifying Mentova in writing before the start of your next billing cycle.

If a cancellation notice is received before the next billing cycle begins, no further charges will be applied. If a cycle has already been charged, the plan will remain active for the duration of that cycle and will not renew. Refunds are not issued for billing cycles that have already commenced.

Mid-Cycle Cancellations

If you request cancellation after a billing cycle has started, the plan will remain active until the end of that cycle. No partial refund is issued for the unused portion of a cycle that has already been paid for, as the expert's time and availability have been committed for that period.

Exceptions to this may be considered in cases of serious service failure on Mentova's part. Please contact support@mentova.app to discuss.

Plan Adjustments

If your needs change, you may request an adjustment to your ongoing plan — such as a change in scope, frequency, or expert — rather than a cancellation. Mentova will review such requests and work to accommodate them where possible.

5. How to Request a Refund or Cancellation

All refund and cancellation requests should be submitted to:

support@mentova.app

Please include the following in your message:

• Your full name
• The email address used when submitting your request or booking
• The type of service (intro consultation, matching request, or ongoing plan)
• The date of payment or booking
• A brief description of your reason for requesting a refund or cancellation

Providing complete information helps us process your request as quickly as possible. Incomplete requests may require follow-up and could take longer to resolve.

6. Review Timelines

Mentova aims to acknowledge and review all refund and cancellation requests within 2 business days of receipt.

For straightforward requests (such as a timely cancellation of a consultation with adequate notice), resolution is typically communicated within the same timeframe. For more complex cases — such as disputes about whether active work had begun, or exceptional circumstances — the review may take slightly longer. We will always communicate an expected timeline if additional time is needed.

Approved refunds are processed and returned via the original payment method. The time for a refund to appear in your account may vary depending on your bank or payment provider.

7. Disputes & Escalations

If you are unsatisfied with Mentova's response to a refund or cancellation request, you may escalate by replying to the support thread and requesting a further review. We will reassess the situation and provide a final response.

Mentova is committed to handling all disputes in good faith and with genuine consideration. We do not seek to retain fees where a genuine service failure on our part has occurred.

We encourage direct resolution through support@mentova.app before pursuing any external process. However, nothing in this policy limits your rights under applicable consumer protection or payment regulations.

8. Contact

For all refund, cancellation, or support-related matters, please contact:

• Support email: support@mentova.app
• Business inquiries: contact@mentova.app
• Operations: Remote-first, India-based
• Response target: Within 2 business days