1. The Escrow Wallet System
To secure both parties in a high-value professional transaction, Compessly operates a secure escrow system.
When a client schedules a live session, their payment (by credit/debit card or using existing wallet balance) is held securely in escrow by the platform. The funds are only transferred to the mentor's wallet balance after:
- The scheduled videocall completes successfully.
- The 48-hour post-session review period passes without active dispute filings.
2. Client Cancellations & Reschedules
We understand schedules change. To respect mentors' calendar locks, we apply a tiered refund structure for cancellations:
You receive a 100% full refund directly back to your Compessly platform wallet.
You receive a 50% refund. The remaining 50% is credited to the mentor to compensate for the locked slot.
No refund is issued. The session is billed in full to support the mentor's reserved availability.
3. Mentor No-Shows & Grace Period
Mentors must join the session within 10 minutes of the starting time.
If a mentor cancels the booking, or does not join the live video session within the 10-minute grace period, the session is cancelled automatically as a “Mentor No-Show”. The client receives an immediate 100% refund of the booking amount directly into their platform wallet, which can be immediately used to book other slots or withdrawn.
4. Dispute Request Procedures
If a session occurs but suffers from severe technical issues (e.g. video disconnects, extreme lag, screen-share failures) or the mentor does not provide relevant, respectful advice:
- You must file a dispute report via our Contact Page within 48 hoursof the session's scheduled end time.
- Compessly support reviews the chat logs, connection analytics, and feedback. If we confirm a platform-side connection failure or severe lack of service, we will credit the client's wallet with a partial or full refund.
- Decisions made by the Compessly operations review team are final.
5. Wallet Withdrawals & Payouts
Clients and mentors can withdraw their available wallet balances at any time:
All payouts are routed via Stripe Connect. Processing typically takes 3 to 5 business days to clear into your bank account. There are no additional fees from Compessly for requesting withdrawals; however, standard payout fees from your local bank account or payment processor may apply.