Paid mentorship should protect both sides: the mentor should know payment is secured before giving the session, and the mentee should have a clear remedy if the promised session is not delivered.
Marketplace policy version 2026-09-08 · effective 8 September 2026.
The mentor must describe the session honestly, including the intended topics, session length, price and what the mentee can reasonably expect. Mentorship is guidance, not a guarantee of employment, admission, investment, promotion, exam results or any other outcome.
Mentors must not claim credentials, experience or authority they do not have.
A paid booking becomes a protected transaction only when supported checkout explicitly shows payment as secured. Before that, a request or accepted booking is not proof that money is protected.
Where protected payout release is enabled, secured payment is held in the provider workflow until the completion/review condition is met. The mentor should not be required to rely on a promise to pay after the session.
Cancellation and no-show windows are measured from the session start time recorded for the booking. The mentor should not accept a paid request without agreeing a concrete time with the mentee.
If both parties agree to reschedule, the payment can remain attached to the rescheduled booking rather than being released or refunded immediately.
Mentor cancellation or mentor no-show: the mentee is entitled to a full refund or a mutually agreed free reschedule.
Mentee cancellation at least 1 day before: 100% refund.
Mentee cancellation 6 hours to 1 day before: 80% refund to the mentee; 20% may be released as mentor cancellation compensation.
Mentee cancellation less than 6 hours before, or mentee no-show: 50% refund to the mentee; 50% may be released to the mentor.
Mandatory law, provider rules, fraud review or a documented platform failure can override these default percentages.
After a paid session is delivered, the mentee can confirm completion or report a specific issue. Where automatic release is enabled, ClockIN will show the exact review deadline in the booking. The intended default is 1 day after the scheduled session ends.
If the mentee confirms completion, or the displayed review period expires without a dispute, the secured payment may be released to the mentor according to the provider flow.
A refund or partial refund may be appropriate if the mentor does not attend, delivers materially less than the agreed session length without agreement, fails to provide a specifically promised deliverable, materially misrepresents the service, or another objective transaction promise is breached.
Subjective dissatisfaction alone is not an automatic refund reason. Disagreeing with advice, not achieving a desired career outcome, or receiving critical feedback does not by itself mean the service was not delivered.
See the Refund & Cancellation Policy.
When an eligible issue is reported before release, ClockIN may pause normal payout where the provider supports it and review the booking details, scheduled time, messages, completion evidence and other relevant records.
Read the Dispute Resolution Policy for escalation and ClockIN's role.