Refunds and cancellations
Privacy policy of Monrezo
Effective date : 1 july 2024
At Monrezo, we are committed to providing a satisfying experience for our customers and experts. This policy outlines the conditions and procedures for refunds and cancellations to ensure transparency and fairness.
1. Cancellation by the Customer
1.1. Cancellation with full refund
Customers may cancel an individual call and obtain a full refund if they cancel at least 48 hours before the scheduled call time.
1.2. Cancellation with partial refund
Cancellations made between 24 hours and one hour before the scheduled call time will be entitled to a partial refund equivalent to 50% of the amount paid.
1.3. Cancellation after one hour
Cancellations made less than one hour before the scheduled call time will not be eligible for a refund. We encourage customers to contact our support team in exceptional circumstances to discuss the options available.
2. Refund process
2.1. Claim for reimbursement
Customers should submit a refund request to our support team at hello@monrezo.net. The request must include the booking number, the date and time of the session and the reason for the request.
2.2. Processing refunds
Refund requests will be processed within 7 working days of approval. Refunds will be credited to the original payment method used at the time of booking.
2.3. Exceptions
In the event of a billing error or cancellation by Monrezo for reasons beyond your control, a full refund will be given. We will inform you of any adjustments to the policy in the event of exceptional circumstances.
3. Expert compensation
3.1. Remuneration for services rendered
Experts will be paid for completed calls and sessions within 15 working days of the session taking place. Payments will be made according to the payment information provided in the experts' dashboard.
3.2. No-shows and complaints
In the event of no-shows or justified complaints, the experts will be compensated in accordance with the conditions agreed at the time of booking.
4. Cancellation and Modifications by Monrezo
4.1. Cancellation by Monrezo
If Monrezo has to cancel a session for technical or other unforeseen reasons, we will offer an alternative or a full refund. Clients will be informed immediately of any changes or cancellations.
4.2. Modifications by Monrezo
Customers may change their booking details up to 24 hours before the session, subject to availability. Changes made less than 24 hours before the session may incur additional charges or restrictions.
5. Feedback and Assessments
5.1. Encouraging feedback
Customers are encouraged to provide ratings and feedback after each call. This helps to maintain and improve the quality of service on Monrezo.
5.2. Notification management
Feedback will be reviewed regularly to ensure a high quality service. Any concerns raised will be dealt with promptly to resolve any issues.
6. Dispute resolution
6.1. Dispute Resolution
In the event of a dispute, customers and experts can contact our support team at hello@monrezo.net. Our team is trained to manage and resolve disputes efficiently and fairly.
6.2. Examination of claims
We will examine all claims carefully and are committed to resolving disputes quickly and fairly. Decisions taken under this procedure will be final.
7. Fraudulent activity
7.1. Zero tolerance
Monrezo applies a zero tolerance policy towards any fraudulent activity. Any abuse of the refund or cancellation system may result in the suspension or termination of the account concerned.
7.2. Checks and inspections
Regular checks are carried out to detect fraudulent activity. Suspicious accounts will be thoroughly investigated.
Contact us:
If you have any questions or concerns about this privacy policy, please contact our support team at hello@monrezo.net
Note: Monrezo reserves the right to update or modify this policy from time to time. Changes will be posted on our website and will take effect immediately.