Welcome to Xpertto! This Refund Policy explains the rules for cancellations, rescheduling, refunds, and refund processing for bookings made on the Xpertto platform (“Xpertto”, “we”, “us”, “our”). By booking a session on https://www.xpertto.com, you agree to this Refund Policy along with our Terms & Conditions and Privacy Policy.
1. Important Definitions
- User/Customer: A person who books a consultation on Xpertto.
- Mentor/Expert: An independent professional offering consultations through Xpertto.
- Session/Consultation: A confirmed 1:1 consultation booked on Xpertto.
- Booking Amount: The total amount paid at checkout (including any applicable taxes/fees shown during payment).
2. General Refund Principles
- Bookings are confirmed only after successful payment.
- Refund eligibility depends on the cancellation timing, session status, and the scenario described in this policy.
- Refunds are generally issued back to the original payment method used for the booking.
- In some cases, payment gateway/bank processing charges may not be refundable as per the payment provider’s rules and applicable law.
3. User Cancellations
3.1 Full Refund Eligibility
You are eligible for a full refund if you cancel the session at least 24 hours before the scheduled session start time.
3.2 Not Eligible for Refund
No refund will be issued in the following situations:
- Cancellation made less than 24 hours before the session start time.
- No-show by the User (User does not join the session at the scheduled time).
- User joins significantly late and the session ends at the scheduled time.
- The session is marked as completed.
4. Mentor Cancellations
If a Mentor cancels a confirmed session, the User will be offered:
- Full refund, or
- Reschedule with the same Mentor (subject to availability), or
- Reschedule with another available Mentor (if applicable).
5. Rescheduling Policy
- Rescheduling is subject to Mentor availability and platform rules.
- If rescheduling is available, it should be requested at least 24 hours before the session time.
- Requests within 24 hours may be treated as a late cancellation (no refund), unless approved by Xpertto under exceptional circumstances.
6. Technical Issues & Service Failures
We understand technical issues can happen. Refunds for technical issues are evaluated fairly based on verification.
6.1 Eligible Scenarios
- The session could not start due to a verified platform-side issue.
- The session was significantly disrupted due to verified technical failure (e.g., video/audio not working) and the issue was reported promptly.
6.2 Not Eligible Scenarios
Refunds may not be issued if the issue is caused by:
- User’s internet connectivity issues.
- User device/browser/app issues.
- User fails to join using the correct link/time.
- User denies required permissions (camera/microphone) or blocks the service in browser settings.
6.3 Reporting Timeline
To request a technical-issue refund, you must report the issue within 24 hours of the scheduled session time by contacting support.
7. Refund Processing Timeline
- If approved, refunds are typically initiated within 3–7 business days.
- Actual credit time depends on your bank/payment provider and may take an additional 5–10 business days.
8. How Refunds Are Issued
- Refunds are issued to the original payment method used for booking whenever possible.
- If the original payment method is unavailable, we may request alternate bank/UPI details.
9. Exceptions & Discretion
Xpertto may approve refunds on a case-by-case basis for exceptional situations (for example, major medical emergencies), subject to reasonable verification. Such decisions are at Xpertto’s discretion and do not create a general entitlement to refunds.
10. Contact Us
If you have questions or want to request a refund, please contact us:
We will respond to refund-related queries within a reasonable timeframe and in accordance with applicable laws.