Edsteps is committed to fair, transparent refund practices. We recognise that circumstances change — and we aim to balance student flexibility with the time and effort invested by our mentors and platform team.
✅Refund Eligibility for Mentor Sessions
Refund eligibility for mentor sessions depends on when the cancellation is made and the circumstances surrounding the request:
- More than 48 hours before the session: Full refund issued to the original payment method
- 24–48 hours before the session: 50% refund issued; the remaining 50% compensates the mentor for reserved time
- Less than 24 hours before the session: No refund issued; session may be rescheduled once within 14 days at our discretion
- Mentor cancellation: Full refund issued automatically, plus priority rebooking option
All cancellation requests must be submitted through your Edsteps account dashboard. Cancellations requested via email or messaging outside the platform may not be processed in time.
⏱User Delays, Absence, or Last-Minute Changes
Sessions begin at the confirmed time. The following scenarios are treated as follows:
- Student arrives more than 15 minutes late: The session may be shortened or cancelled at the mentor's discretion; no refund is issued
- Student does not attend (no-show): Session is forfeited with no refund
- Technical issues on the student's side: No automatic refund; contact support within 2 hours for review
- Technical issues verified on Edsteps' side: Full refund or reschedule offered
✦AI Subscription Cancellation
Edsteps AI exploration tools are available through monthly or annual subscriptions.
- Monthly subscriptions: Cancel anytime; access continues until the end of the current billing period; no partial refunds for unused days
- Annual subscriptions (within 7 days of purchase): Full refund available if no significant usage has occurred
- Annual subscriptions (after 7 days): Pro-rated refund for unused complete months remaining
- Free trial conversion: If you were charged after a free trial and did not intend to subscribe, contact us within 48 hours for a review
🟢Before Work Commencement
For any packaged or custom Edsteps services arranged through institutional or direct partnerships, cancellation before any work has commenced qualifies for a full refund, less any administrative processing fees outlined in the relevant service agreement.
🟡After Work Commencement
Once platform work, session preparation, or custom service delivery has begun, refunds are issued on a pro-rated basis reflecting work completed. The percentage of work completed is assessed transparently and communicated to the requesting party before any refund is processed.
⚡Service Delivery Exceptions
Edsteps will issue a full refund in any of the following circumstances:
- A confirmed mentor is unable to attend and no suitable replacement is available within 72 hours
- Platform technical failures prevent session delivery and cannot be resolved
- A service was charged erroneously or in duplicate
- A service described was materially different from what was delivered
These exceptions are reviewed on a case-by-case basis. Edsteps commits to resolving all legitimate exception requests within 5 business days.
💰Refund Process
Approved refunds are processed within 5–10 business days and returned to the original payment method. Processing times may vary depending on your payment provider.
- Refund requests: Submit through your account dashboard or email refunds@edsteps.com
- Include your booking reference, date, and reason for the request
- Our team will acknowledge your request within 2 business days
Need to request a refund?
Contact our team directly — we aim to resolve all refund requests with fairness and speed.
Submit Refund Request →