Refund & Cancellation Policy

1. Introduction to our Escrow System

At YB Connect, we utilize a secure Escrow payment system. When a learner books a session, the funds are held securely by our payment gateway (Razorpay). The expert is only paid after the video session is successfully completed. This ensures a trustless, risk-free environment for both learners and experts.

Our cancellation policies are strictly designed to respect the time of our high-value industry experts, while simultaneously protecting learners from unfulfilled commitments.

2. Cancellation by the Learner (Student)

We understand that schedules change. However, because experts block out valuable time on their calendars for these 1-on-1 sessions, we enforce a strict 24-hour notice period.

• The 24-Hour Rule: You may cancel or reschedule your session entirely free of charge up to 24 hours before the scheduled start time. You will receive a 100% refund.
• Late Cancellations: Cancellations made less than 24 hours before the scheduled session are strictly non-refundable. The expert will be paid for reserving their time.
• Learner No-Show: If you do not join the Zoom video session within 10 minutes of the scheduled start time, our automated system marks the session as a "Learner No-Show." No refunds will be issued.

3. Cancellation or No-Show by the Expert

We hold our mentors and industry experts to the highest standards of professionalism. Learners are fully protected against expert absences.

• Expert Cancellation: If an expert cancels a booked session at any time (even 1 minute before), you will immediately receive a 100% full refund, or you may choose to reschedule for free.
• The 10-Minute Rule (Expert No-Show): We utilize Zoom API Webhooks to track meeting attendance. If the expert fails to join the video session within 10 minutes of the scheduled start time, the session is automatically voided, and you are entitled to a 100% full refund.

4. Technical Issues & Platform Outages

If a session cannot be completed due to severe technical difficulties, the responsibility dictates the refund eligibility:

• Platform Failures (Zoom / YB Connect): If the Zoom meeting link fails to generate, or our servers experience downtime preventing the session from occurring, you will receive a 100% refund or a free reschedule.
• User Connectivity Issues: YB Connect is not responsible for personal internet outages, hardware failures, or network instability on the learner's end. Sessions missed due to user connectivity issues are not eligible for a refund.

*If technical issues occur, you must open a support ticket within 12 hours of the session's end time so our engineers can review the server and connection logs.

5. Refund Processing Timeline

When a refund is triggered (either manually by support or automatically by a cancellation), the funds are released from our Razorpay Escrow account directly back to the source.

All approved refunds are processed automatically to your original method of payment (UPI, Credit Card, Debit Card, or NetBanking).

6. Dispute Resolution

If you believe a session was unjustly marked as completed, or if an expert ended the session prematurely without providing the promised guidance, you have a 12-hour window after the session concludes to file a dispute. Once 12 hours pass, the funds are permanently released to the expert's payout queue and cannot be reversed.