Eligible refund scenarios
Refunds are processed through our dispute resolution system. You can request a refund by filing a dispute if the session didn't meet expectations or violated StudyAny guidelines.
Common eligible scenarios include: mentor no-show, content mismatch, quality issues, inappropriate behavior, technical problems caused by mentor, or duplicate charges.
- Mentor never showed up or session didn't occur
- Session content didn't match the description
- Quality was poor or incomplete
- Mentor behaved inappropriately or unprofessionally
- Technical issues prevented session completion (mentor's fault)
- Duplicate charge or billing error
How refunds work with escrow
When you book a session, payment is held in escrow (HOLD_L1). If you file a dispute, the hold is immediately locked and cannot be released until resolution.
If your dispute is approved: The full hold amount is refunded to your wallet immediately. You can then withdraw it to your bank account or use it for future bookings.
If your dispute is rejected: The hold is released to the mentor after an additional 24-hour extension. You can appeal the decision if you have new evidence.
Filing a dispute for refund
Go to Profile → Bookings → Completed → Select the session → File Dispute. Choose a reason code and provide detailed description with supporting evidence.
The more detail and evidence you provide, the faster we can resolve your case. Include screenshots, chat logs, recordings, or any relevant files.
- Navigate to Profile → Bookings → Completed
- Select the session you want refunded
- Click 'File Dispute' button
- Select reason code (content mismatch, no-show, quality issue, etc.)
- Write detailed description of the issue
- Upload supporting evidence (screenshots, files, chat logs)
- Submit dispute
- Wait for admin review (typically 48 hours)
Refund processing timeline
Disputes are reviewed by our admin team within 48 hours. If approved, refunds are processed immediately to your wallet.
Wallet refunds are instant. If you paid by credit card, the refund may take 5-10 business days to appear on your statement depending on your bank.
You'll receive email notifications at each stage: dispute filed, under review, and resolved with refund processed.
Cancellation refunds
If you cancel a booking within the mentor's cancellation window (typically 24 hours before session), you receive a full refund automatically.
Cancellations outside the window may be subject to the mentor's policy. Check the cancellation policy before booking to understand refund eligibility.