Refund and Cancellation Policy

An initiative of The Mentoring Lab Community C.I.C.

At Mentoring For Youth, we strive to ensure your complete satisfaction with our Youth Mentoring services and digital products.

We understand that circumstances may arise where you need to request a refund or cancel a purchase. This policy outlines our commitment to fair and transparent refund procedures, balanced with our responsibilities to Youth Mentors and the young people on our platform.

Please read this document carefully to understand your rights and responsibilities.

1. Setup and Onboarding Fee

All Youth Mentoring packages include a one-time, non-refundable Setup & Onboarding Fee of £50.

This fee covers the real costs incurred by Mentoring For Youth before your first session takes place, including:

• Recruitment and reference checks processing and identity verification
• Youth Mentor onboarding, training and support
• Preparation and planning of your youth mentoring session
• Platform administrative setup

This fee is non-refundable, including where a client chooses to cancel before their first session is delivered. By purchasing a Youth Mentoring package, you acknowledge and agree to this fee. It will be clearly itemised at the point of checkout.

2. Youth Mentoring Package Cancellations

2.1 Cancellation Within 7 Days of First Session

If you wish to cancel your Youth Mentoring package, you must submit your cancellation request in writing within 7 days of your first session being delivered. If you cancel within this window, you are entitled to a full refund of all remaining undelivered session costs, minus the non-refundable £50 Setup and Onboarding Fee.

Cancellation requests received outside of this 7-day window will be subject to the tiered refund structure set out in sections 2.2 and 2.3 below.

2.2 Transfer to a New Youth Mentor

We understand that a youth mentoring relationship may not always be the right fit. If, after your first session, you wish to change your Youth Mentor, we will transfer the full remaining session value as platform credit to your account, so you can continue your Youth Mentoring journey without financial loss.

• Platform credit is valid for 12 months from the date of issue.
• Credit can be applied toward any Youth Mentoring package, 1-on-1 sessions, group mentoring sessions, or self-paced courses available on the platform.
• Platform credit is non-transferable and is held solely on the account of the registered account holder. It cannot be transferred to another person, including a sibling or family member.
• Platform credit cannot be exchanged for cash.

To request to transfer to a new Youth Mentor and receive your platform credit, please contact us via the platform in writing within 7 days of the session you wish to be your last with your current Youth Mentor and we will transfer the credit into your Account Wallet within 5 working days.

2.3 Exit the Platform

If, after your first session, you decide you no longer wish to continue with Mentoring For Youth and do not wish to transfer to a new Youth Mentor, the following tiered cash refund applies to the remaining undelivered sessions in your package:

This structure reflects the ongoing costs of resources, preparation, and platform infrastructure already invested in your youth mentoring relationship.

The £50 Setup and Onboarding Fee remains non-refundable in all cases. Refund requests must be submitted in writing. Approved refunds will be processed to the original payment method within 30 days.

2.4 If Your Youth Mentor Cancels or Becomes Unavailable

If at any time, your Youth Mentor becomes unable to continue your sessions due to circumstances on their part, you will be entitled to:

• Full platform credit for the remaining session value, redeemable against a new Youth Mentor or any other service on the platform.
• A full refund of all undelivered sessions.

The £50 Setup and Onboarding Fee is non-refundable.

2.5 Pay Per Session — Individually Purchased Sessions

You may request a refund for unused individually purchased ‘Pay Per Session’ sessions within 28 days of purchase, provided no sessions have been accessed, scheduled, or delivered.

A valid proof of purchase is required. Refunds will be processed to the original payment method within 7–14 business days of approval. The £50 Setup and Onboarding Fee is non-refundable.

3. Rescheduling Youth Mentoring Sessions

We understand that life can be unpredictable. Where possible, we encourage clients and Youth Mentors to reschedule sessions rather than cancel them, in order to maintain the consistency and continuity that is central to an effective Youth Mentoring relationship.

3.1 How to Reschedule

To reschedule a session, you must notify us and your Youth Mentor via your account as soon as possible, and no later than 24 hours before the originally scheduled session. Rescheduling requests made with less than 24 hours' notice will be treated as a late cancellation and will not be eligible for a refund under Section 4.

3.2 Rescheduling Window

Any rescheduled session must take place within 14 days (two weeks) of the original session date. The rescheduled session must be:

• Delivered by the same Youth Mentor as the original booking
• Scheduled and confirmed within the 14-day window
• Attended by the same registered mentee

If the rescheduled session does not take place within 14 days of the original session date for any reason, including Youth Mentor or client unavailability, it will be recorded as a cancelled session. The standard cancellation terms set out in Section 5 will then apply, and no refund will be issued unless the cancellation was due to Youth Mentor unavailability.

3.3 If the Youth Mentor Reschedules

If a Youth Mentor needs to reschedule a session, they must provide as much notice as possible and offer the client at least two alternative dates within the 14-day window. If no mutually suitable date can be agreed within 14 days, the session will be treated as cancelled by the Youth Mentor and a full session credit or refund will be issued to the client for that session.

3.4 Rescheduling Limits

To protect the integrity of Youth Mentoring relationships and the wellbeing of young people on the platform, sessions may not be rescheduled more than once. A session that has already been rescheduled once cannot be rescheduled again and will be treated as cancelled if it does not take place as agreed.

4. Training Programme and Onboarding Cancellations

For cancellations of Youth Mentor onboarding training, group Youth Mentoring programmes, or webinars, the following schedule applies:

All cancellations must be submitted via your account or in writing by email. Subject to availability, we may be able to transfer your booking to another date at our discretion.

5. Pay Per Session 1-on-1 Session Cancellations

We recognise that consistency and reliability are central to effective Youth Mentoring relationships. The following cancellation terms apply to individually booked pay per session 1-on-1 sessions:

If a Youth Mentor cancels a session without adequate notice, a full reschedule will be offered at no additional cost, or a full refund will be issued at the client's request.

Emergency cancellations may be considered on a case-by-case basis.

6. Digital Products and Self-Paced Mentoring Courses

• Due to the nature of digital content, all sales are final once a mentoring course has been accessed or downloaded through the platform.
• If you have not accessed or downloaded the content, you may request a refund within 14 days of purchase.
• Where a digital product is demonstrably defective or materially not as described, you may be eligible for a refund within 14 days of purchase.
• For subscription-based access, you may cancel at any time, but refunds will only be issued for the current billing period if cancelled within the first 7 days of the billing cycle.
• Lifetime access to purchased courses and recorded sessions is granted as described on the platform and is non-transferable.

7. Mentoring Relationship Early Termination

We take the continuity of Youth Mentoring relationships seriously. Abrupt endings can be harmful to young people. As such:

• Youth Mentors are required to provide a minimum of 3 months' written notice if they need to end a mentoring relationship early.
• During the notice period, sessions should continue unless the Youth Mentor is physically unable to deliver them.
• Youth Mentors are required to facilitate a smooth handover, provide age-appropriate closure to the mentee, and submit written feedback and recommendations for ongoing development.
• Ghosting, abandoning, or abruptly ceasing communication with a mentee is not acceptable and may result in immediate removal from the platform and withholding of outstanding payments.

8. How to Request a Refund or Cancellation

To request a refund or cancellation, please contact us via your account or email your written request to: admin@mentoringforyouth.com

9. Changes to This Policy

We reserve the right to modify this Refund and Cancellation Policy at any time. Any changes will be posted on our website at www.mentoringforyouth.com and will apply to purchases made after the posting date.