1. Overview
Our goal is to ensure that our customers are fully satisfied with the services provided by our mentors. However, we understand that there may be instances where a refund is necessary.
2. Eligibility for Refunds
Refunds are considered under the following circumstances:
- Service Not Delivered: If the scheduled appointment is not fulfilled by the mentor due to reasons beyond the customer's control.
- Technical Issues: Significant technical issues (e.g., call drops, poor audio/video quality) that prevent the successful delivery of the service.
- Unsatisfactory Service: UrbanHelps cannot guarantee refunds for unsatisfied customers due to our lack of control over the service provider's quality of service. Nevertheless, we are committed to selecting the best service providers to ensure customer satisfaction on our platform. However, you can raise a service ticket from our Help/Contact Us section and we will review your ticket.
3. Refund Process
Request Submission: Customers must submit a refund request within 7 days of the appointment date. Requests can be submitted through our website or app under the 'Support' section.
Review: Each request will be reviewed by our customer service team. Customers may be asked to provide additional information or evidence to support their claim.
Decision: The review process will be completed within 21 days of receiving the refund request. Customers will be notified of the decision via email.
4. Refund Options
Refunds will be processed using the original payment method.
5. Non-Refundable Situations
Late Arrivals or No-Shows: No refunds will be provided for appointments missed due to late arrival or no-show by the customer.
Cancellation: If the customer cancels the appointment within 30 minutes of the appointment, no refund will be issued.
6. Contact Us
For any questions regarding this refund policy, please contact our customer service team at support@urbanhelps.in