NetFuse - Mentorship Platform

100%

Refund on Early Cancellation

100%

Refund on Mentor No-Show

₦2,000

Bonus Credit for Missed Sessions

24 hrs

Dispute Review SLA

Covered Refund Scenarios

Full Policy Breakdown

Every scenario below is enforced via platform state machines — refunds and cancellations resolve automatically based on verified trigger conditions.

Client Cancellation (24+ Hours Before)

Cancel your booked session at least 24 hours before the scheduled start time.

100% Refund

Full payment returned via Paystack to your original card or bank account

Zero cancellation charges or administrative deductions

Refund transaction processed immediately

Funds appear in your account within 3–5 Paystack business days

Client Late Cancellation (Under 24 Hours)

Cancellations made within 24 hours of the scheduled session start time.

50% Refund

50% of session fee returned to you — recognizing last-minute disruption

Remaining 50% partially compensates mentor for preparation time and blocked schedule

Refund processed via Paystack within 3–5 business days

Note: To avoid this fee, reschedule at least 24 hours in advance from your session details screen.

Coach/Mentor No-Show

Your assigned coach fails to join the Agora RTC session within 15 minutes of the scheduled start.

100% Refund + ₦2,000 Credit

Automatic 100% refund reversal — no dispute filing required

₦2,000 platform credit added to your account for the inconvenience

Mentor profile flagged; repeat no-shows result in suspension

Priority rebooking queue access for 7 days after the missed session

You receive automated confirmation via push notification and email

Platform Technical Failure (Agora RTC or Paystack)

The NetFuse Agora video channel fails to initialize, drops for >50% of the session, or a Paystack payment processing error occurs on our infrastructure.

100% Refund or Free Reschedule

Full refund or a complimentary rescheduled session at no additional charge

Both coach and client are zero-blame — error attributed to infrastructure

Incident documented in our internal SLA log for service improvement

Support ticket opened automatically with your session ID

Note: Technical issues must be verifiable via Agora room logs. Client-side internet issues are not covered.

Session Quality / Coach Misrepresentation

Session did not match coach's stated profile expertise, was significantly shorter than booked, or coach conduct was unprofessional.

Case-by-Case (Partial to Full)

Submit a quality complaint within 48 hours of session end via the NetFuse mobile app

Agora RTC duration logs and both parties' ratings are reviewed by our compliance desk

Decision issued within 24 business hours of submission

Outcomes: Full refund, partial refund, or a free replacement session with a different coach

Coaches found to have misrepresented credentials face permanent removal

Note: Verified Ninja KYC coaches must accurately represent their domain expertise. Misrepresentation is a platform violation.

Coach-Initiated Cancellation

Your booked coach cancels the session at any time before the scheduled start.

100% Refund + 10% Discount

Automatic 100% refund — no action required from you

10% discount voucher applied to your next booking on the platform

Coach penalty logged; three cancellations trigger account review

Priority queue access to rebook with an equivalent or higher-rated coach

Settlement Timeline

Refund Processing Lifecycle

010–60 minutes

Eligibility Verified

Agora RTC session logs and Paystack payment status are checked automatically. Eligible refunds (no-shows, tech failure, early cancellation) are approved without manual review.

021–4 hours

Refund Executed

NetFuse ledger records the refund approval. Paystack receives the automated refund instruction for the exact naira amount.

031–2 business days

Paystack Processes

Paystack disburses the refund to your original payment method. Card refunds, bank transfers (NIP), and mobile money all supported.

043–5 business days total

Funds in Your Account

Your Nigerian bank credits the funds. GTBank, Access, Zenith, First Bank, UBA, and all Paystack-supported institutions settle within this window.

Covered by NetFuse Protection Guarantee

Mentor no-shows (verified via Agora room absence logs)

Coach-initiated cancellations at any time

Client early cancellations (24+ hours prior)

Agora RTC platform-side video/audio failures

Paystack processing errors on NetFuse infrastructure

Coach credential misrepresentation (post-KYC report)

Not Covered

Client-side internet or device connectivity failures

Dissatisfaction without a verifiable quality failure

Late cancellations within 24 hours (50% fee applies)

Sessions already fully completed and confirmed by both parties

Refund requests submitted more than 48 hours after session end

Abuse of refund policy (3+ refund attempts may trigger review)

How to File

Raising a Refund Dispute

Most eligible refunds are automatic. For quality disputes, follow these steps within 48 hours of your session.

Open the App

Navigate to "My Sessions" on your NetFuse mobile app dashboard.

Select the Session

Tap the relevant session. Session ID, duration logs, and coach details are shown.

Tap "Report Issue"

Choose the type of issue (no-show, quality, technical). Attach any supporting screenshots.

Compliance Review

Our compliance desk reviews Agora RTC logs and both parties' session ratings within 24 hours.

For urgent payment or refund issues not resolvable via the app, email support@netfuse.ng with your session ID and the nature of the dispute.

Your payments are always protected

Download the NetFuse mobile app to book verified coaches with full buyer protection, instant refund access, and biometrically verified mentors.

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Refund Policy & Payment Protection Terms