Quick answers to the most common questions. If you can't find what you're looking for, reach out.
Go to the expert's page at /@username and click the Book button on the session you're interested in. You'll fill out a short preparation form (required — helps the expert prepare), pay by card, and receive an email with the video room link.
The preparation form is required. It gives the expert context about your situation so they can provide you with the best session possible. Takes 1–2 minutes.
Yes. If you cancel 24 hours or more in advance, you get a 100% refund. If you cancel within the 24 hours before, there's no refund. You can reschedule for free up to 12 hours before.
After 10 minutes past the scheduled time, you can report "expert didn't show up" from your dashboard. If confirmed, you get an automatic 100% refund and the expert receives a strike.
The refund is processed automatically via Stripe as soon as you cancel or report a valid no-show. Stripe takes 5 to 10 business days to deposit the money back to your card, depending on your bank.
The room opens 10 minutes before the scheduled time. You'll see a "Join room" button on your dashboard (/my-bookings) and in the reminder email. The room runs directly in your browser, no install needed.
Only if the expert enabled recording for that session. In that case you'll see an explicit notice before paying and you have to accept consent. If you don't accept, you can choose another session. Recordings are auto-deleted after 60 days.
Sign in and go to /become-expert. You'll complete three steps: basic info (slug, bio, country, languages), expertise categories, and verification (ID document + evidence of your experience). We review applications in 24–48 hours.
Yes. You define the price of each session. Durations are fixed (20, 30, 45, or 60 minutes) but the price is yours to set. You operate in a single currency (you can switch it whenever).
No. You can register and publish sessions without configuring Stripe. Only when you get your first booking will we ask you to complete Stripe Connect onboarding (~60 seconds). If you don't complete it within 7 days, the booking is automatically refunded to the client.
15% on each completed session, via Stripe Connect. It's automatically deducted from the client's payment and the rest is transferred to your account. There's no monthly or fixed fee.
Funds are released 24–48 hours after the session is completed (to cover the dispute window). Then Stripe transfers them to your bank on the payout schedule you configure (daily, weekly, or monthly).
Yes, but with consequences. If you cancel 24h+ in advance, the client gets a 100% refund with no strike for you. If you cancel within 24h, the client gets a 100% refund and you receive a strike.
A strike is a negative mark for problematic behavior: late cancellation, confirmed no-show, or abuse report. If you accumulate 3 strikes in a rolling 60-day window, your account is automatically suspended and an admin reviews the case.
Go to /account/security, "Password" tab. You'll need your current password to confirm.
Not from the UI today. If you need to change it, email us at support@mentor-platform.example from your current email and we'll help.
Go to /account/settings, "General" tab. The change applies immediately and is saved to your profile, so emails also arrive in that language.
Go to /account/security, "Delete account" tab. The account is deactivated immediately and anonymized after 30 days. Tax records (payments) are kept for 7 years by law. You can cancel the deletion within 30 days by contacting us.
Go to /account/security, "Export data" tab. You'll download a JSON with all your information (profile, bookings, reviews, preferences).