Refund & Cancellation Policy

1. Introduction

This Refund & Cancellation Policy explains how cancellations, refund requests, failed payments, subscription changes and access withdrawals are handled by Mentor to Marry, operated by Love, Dating and Marriage Ministries, a non-profit organisation registered in Nigeria.

This Policy applies to free memberships, paid memberships, Premium memberships, VIP memberships, subscription services, paid communities, digital courses, self-paced relationship courses, live sessions, mentoring-related access, promotional memberships, app-based subscriptions, third-party marketplace purchases and other paid digital services offered by Mentor to Marry.

This Policy should be read alongside the Terms of Use, Membership & Subscription Terms, Privacy Policy, Community Guidelines & Code of Conduct, Safeguarding & Community Safety Policy and any applicable payment provider or app store terms.

2. Core Refund Position

Mentor to Marry does not offer automatic, guaranteed or “no questions asked” refunds.

Refund requests will be considered on a case-by-case basis, in accordance with this Policy, applicable law, payment provider rules, the nature of the service purchased, the access already provided and the circumstances of the request.

Nothing in this Policy limits any mandatory legal rights that cannot lawfully be excluded.

3. Purpose of This Policy

The purpose of this Policy is to explain when users may cancel memberships or subscriptions, when refunds may be considered, when refunds are unlikely to be available, how automatic renewals are managed, how digital content access affects refunds, how failed payments are handled, how app store or third-party marketplace purchases are treated, how promotional offers are handled and how enforcement action may affect refunds.

This Policy is intended to be fair to users while recognising that Mentor to Marry provides digital services, memberships, community access, courses and online platform features that may be accessed immediately after purchase.

4. General Position

Mentor to Marry may offer refunds where required by applicable law, where expressly stated in this Policy, or where Mentor to Marry determines that a refund is appropriate in the circumstances.

Purchasing a membership, subscription, course, digital access product or paid service does not guarantee profile views, likes, matches, messages, responses, compatibility, courtship, engagement, marriage, relationship success, course completion, personal transformation or any particular outcome.

Refunds will not usually be given solely because a user does not receive the number of matches, likes, messages, responses or relationship outcomes they hoped for.

5. Digital Services and Immediate Access

Mentor to Marry provides digital and online services, including access to online communities, member-only content, course materials, self-paced relationship courses, teaching videos, digital resources, profile features, matching tools, messaging access, live sessions, badges, premium visibility features and other digital services.

Where a user receives immediate access to digital content or membership benefits after purchase, refund availability may be limited because digital content, online access and membership services may be consumed, viewed, accessed or used immediately after payment.

6. Cancellation of Membership

Users may cancel paid membership or subscription services in accordance with the Membership & Subscription Terms, this Refund & Cancellation Policy, the relevant payment provider rules, app store or marketplace terms where applicable, and any cancellation process made available through the platform.

Cancelling a membership does not automatically delete the user’s account. A user who cancels a paid membership may still retain access to free account features unless the account is separately deleted, suspended or terminated.

7. Cancellation Before Renewal

Where a membership is set to renew automatically, users are responsible for cancelling their subscription before the next renewal date if they do not wish to be charged again.

If cancellation is completed before the renewal date, the user will usually retain access to paid features until the end of the current paid subscription period, unless otherwise stated.

If cancellation is not completed before renewal, the subscription may renew and payment may be taken. Refunds for renewed subscriptions will be considered in accordance with this Policy, applicable law and any payment provider rules.

8. Automatic Renewal

Where automatic renewal applies, the subscription may renew at the end of each billing period, the user’s payment method may be charged automatically, renewal may continue until cancelled, renewal terms should be displayed at or before purchase and users remain responsible for managing subscription settings.

Mentor to Marry may send renewal reminders where appropriate, but failure to receive or read a reminder does not automatically create a right to a refund.

9. Refunds That May Be Considered

Refunds may be considered where the user was charged in error, duplicate payment was taken, the user was unable to access paid services due to a verified platform error, Mentor to Marry cancels a paid service and does not provide a reasonable alternative, applicable law requires a refund, the user was charged after properly cancelling in accordance with the applicable process, or Mentor to Marry determines that a refund is fair in the circumstances.

Where appropriate, Mentor to Marry may provide a full refund, partial refund, account credit, subscription extension, replacement access, alternative course access, rescheduled session access or another reasonable remedy.

10. Refunds That Are Usually Not Available

Refunds may be refused where the user has accessed substantial membership benefits, used messaging, matching, course or community features, changed their mind after accessing the service, did not receive desired relationship outcomes, failed to cancel before renewal, breached platform policies, was suspended or removed for misconduct, the payment issue arose from the user’s payment provider, bank or app store account, the user provided inaccurate account or billing information, or refund refusal is permitted by applicable law and this Policy.

11. Refunds for Courses and Educational Content

Mentor to Marry may offer paid or membership-linked educational content, including self-paced courses, videos, teaching materials and learning resources.

Refunds for courses may be limited where the user has enrolled on the course, accessed course materials, watched lessons, downloaded or viewed digital resources, completed part of the course, received a badge or completion status, attended live educational sessions or otherwise consumed digital content.

A refund may be considered where course access was not provided due to a verified platform issue, the user was charged incorrectly, duplicate payment occurred, the course was cancelled by Mentor to Marry without reasonable alternative access or applicable law requires a refund.

Mentor to Marry does not guarantee that completing a course will result in a relationship, marriage, engagement, compatibility or any particular personal outcome.

12. Refunds for Live Sessions and Events

Where Mentor to Marry offers paid live sessions, webinars, workshops, mentoring sessions or online events, the applicable refund terms may depend on the nature of the event and any event-specific terms.

Refunds may be considered where the event is cancelled by Mentor to Marry, the user was charged incorrectly, duplicate payment occurred, the user could not access the event due to a verified platform issue or applicable law requires a refund.

Refunds may be refused where the user failed to attend, joined late, had technical problems unrelated to Mentor to Marry, event replay or alternative access was made available, the user breached event rules, the user was removed for misconduct or event-specific terms provide otherwise.

13. App Store or Marketplace Purchases

Where a membership, subscription or paid feature is purchased through an app store, mobile marketplace or third-party marketplace, the marketplace provider’s billing rules may apply, cancellation procedures may be controlled by the marketplace provider, refunds may be governed by the marketplace provider’s refund process, Mentor to Marry may have limited ability to issue refunds directly and users may need to request refunds through the relevant marketplace account.

Users should review the relevant app store, marketplace or payment provider terms before purchasing.

14. Payment Provider Charges

Payments may be processed by third-party payment providers.

Mentor to Marry is not responsible for charges imposed by banks, card issuers, payment processors, app stores, mobile wallets, currency conversion providers, tax authorities or financial institutions.

Refunds issued by Mentor to Marry may not include third-party charges, foreign exchange differences, bank charges or payment provider fees unless required by law or expressly confirmed.

15. Taxes, Currency and Exchange Rates

Membership fees may be charged in different currencies depending on location, payment provider, platform settings or future pricing arrangements.

The amount ultimately charged may vary because of exchange rates, bank fees, card issuer charges, app store charges, payment processor fees, taxes, local charges or currency conversion rules.

Refund amounts may differ from the original amount paid where exchange rates, payment provider rules, tax treatment or bank charges apply.

16. Promotional Offers, Discounts and Free Trials

Mentor to Marry may offer discounts, introductory pricing, promotional rates, scholarships, ministry partner access, trial periods, limited-time offers, referral incentives or special membership promotions.

Promotional offers may be limited in time, limited in number, subject to eligibility conditions, withdrawn, not apply to renewals, not be combined with other offers or be subject to specific terms.

Refunds for promotional purchases may be based on the amount actually paid by the user, not the standard price of the membership.

Where free trials are offered, the trial terms will be displayed at the time of offer. Users are responsible for cancelling trials before the paid subscription begins if they do not wish to be charged.

17. Failed Payments

Where payment fails, membership access may be restricted, premium or VIP features may be suspended, subscription renewal may fail, membership may be cancelled, access to messaging, matching or course features may be affected and Mentor to Marry may attempt to collect payment again where permitted.

Users are responsible for maintaining accurate and up-to-date payment information.

18. Chargebacks and Payment Disputes

Users should contact Mentor to Marry or the relevant payment provider if they believe they have been charged incorrectly.

Where a user initiates a chargeback, payment dispute or reversal, membership access may be suspended, paid features may be restricted, the account may be reviewed, payment provider processes may apply and Mentor to Marry may provide transaction records to the relevant payment provider.

Repeated or abusive chargebacks may result in account restrictions or termination where permitted by law and platform policy.

19. Fraudulent or Abusive Refund Requests

Users must not submit dishonest, manipulative, abusive or misleading refund requests.

Mentor to Marry may refuse requests and take enforcement action where it reasonably believes a refund request is fraudulent, abusive, knowingly misleading, connected to payment abuse or inconsistent with platform policies.

20. Duplicate Accounts and Duplicate Purchases

Where a user accidentally purchases the same subscription or service more than once, Mentor to Marry may review the transaction and determine an appropriate remedy.

Possible remedies may include cancellation of the duplicate subscription, account credit, subscription extension, partial refund or full refund of the duplicate charge, depending on the circumstances, payment provider rules and applicable law.

Users should not create multiple accounts to obtain benefits, bypass restrictions, evade enforcement or manipulate payments.

21. Cancellation Due to Platform Breach or Misconduct

Mentor to Marry may suspend, restrict or terminate membership where a user breaches Terms of Use, Community Guidelines & Code of Conduct, Membership & Subscription Terms, Profile Standards Policy, Messaging & Communications Policy, Safeguarding & Community Safety Policy, Account Suspension & Enforcement Policy or any other applicable platform policy.

Where membership is suspended or terminated because of misconduct, fraud, harassment, safeguarding concerns, deception, financial exploitation, misuse of the platform or serious breach of rules, refunds may be refused where permitted by law.

Paying for membership does not exempt a user from platform standards.

22. Temporary Suspension Pending Investigation

Mentor to Marry may temporarily suspend or restrict membership benefits while investigating concerns relating to fraud, harassment, safeguarding, catfishing, payment abuse, identity concerns, profile deception, financial exploitation, abuse of messaging, chargebacks, policy breaches or platform misuse.

Temporary suspension pending investigation does not automatically entitle a user to a refund.

If the investigation confirms no breach and access was materially affected, Mentor to Marry may consider restoration of access, extension of membership time, partial credit or another appropriate remedy at its discretion, subject to applicable law.

23. Platform Unavailability

Mentor to Marry aims to provide reliable access but does not guarantee uninterrupted availability.

Temporary interruptions may occur due to maintenance, updates, technical problems, security incidents, hosting issues, payment provider issues, learning platform issues, internet outages, third-party service failures, app store issues, cyber incidents, legal requirements or events beyond reasonable control.

Short-term interruptions will not usually give rise to a refund.

Where a prolonged verified platform outage materially prevents access to paid services, Mentor to Marry may consider a remedy such as restoration of access, account credit, extension of membership time or partial refund, depending on the circumstances.

24. Third-Party Service Issues

Mentor to Marry may operate through third-party service providers, including payment processors, course platforms, community tools, video platforms, email systems, app stores, verification tools and hosting providers.

Where an issue is caused by a third-party service provider, refund availability may depend on the relevant provider’s terms, the cause of the issue, whether Mentor to Marry can provide an alternative, whether access was materially affected, payment provider rules, app store rules and applicable law.

Mentor to Marry will take reasonable steps where appropriate but cannot guarantee that third-party providers will issue refunds.

25. Account Deletion and Refunds

Deleting an account does not automatically create a right to a refund.

If a user deletes their account during a paid subscription period, access to paid benefits may end, messages, matches, badges and course progress may be lost, subscription cancellation may still need to be completed separately, app store or payment provider cancellation may still be required and refunds will be assessed under this Policy.

Users should cancel any recurring subscription before deleting an account.

26. How to Request a Refund

To request a refund, users should contact Mentor to Marry through the support or contact details published on the website or platform, unless the payment was made through an app store or third-party marketplace requiring direct refund requests through that provider.

A refund request should include the user’s account details, payment reference where available, membership or service purchased, purchase date, reason for the refund request, any relevant evidence and confirmation of whether the payment was made directly or through a third-party provider.

Mentor to Marry may request further information before assessing a refund request.

27. Refund Decision Timeframe

Mentor to Marry will aim to assess refund requests within a reasonable period following receipt of all information reasonably required to evaluate the request.

Processing times may vary depending on payment provider involvement, app store involvement, fraud checks, safeguarding concerns, technical investigations, transaction complexity, identity checks and the information provided by the user.

Where a payment provider, app store, bank or third-party marketplace controls the refund process, Mentor to Marry may not control the timeframe for final resolution.

28. Refund Assessment

In assessing refund requests, Mentor to Marry may consider the type of service purchased, whether access was provided, whether digital content was accessed, whether membership benefits were used, the timing of the request, the reason for the request, whether the user cancelled before renewal, whether the user breached platform policies, whether there was a verified platform error, whether a third-party provider was responsible, payment provider rules, app store rules, applicable law and the overall fairness of the request.

29. Refund Method

Where a monetary refund is approved, Mentor to Marry will usually process the refund to the original payment method where possible.

Refunds may be subject to payment provider processing times, bank processing times, app store processes, payment method limitations, currency conversion, third-party fees and identity or fraud checks.

Where refund to the original payment method is not possible, Mentor to Marry may consider an alternative method where lawful and appropriate.

30. Account Credits, Extensions and Alternative Remedies

Where appropriate and lawful, Mentor to Marry may offer platform credit, membership extension, replacement access, alternative course access, rescheduled session access or another reasonable remedy before issuing a monetary refund.

Such remedies may be offered instead of a refund where appropriate and lawful.

Offering a discretionary remedy in one case does not require Mentor to Marry to offer the same remedy in all cases.

31. Partial Refunds

Where appropriate, Mentor to Marry may provide partial refunds, account credits, subscription extensions, replacement access or other remedies.

Mentor to Marry will determine the appropriate remedy according to the circumstances, the extent of access already provided, applicable law, payment provider rules and platform policies.

32. No Refund for Dissatisfaction with Outcomes

Mentor to Marry does not generally provide refunds because a user is dissatisfied with personal or relational outcomes.

Examples of non-refundable outcome dissatisfaction may include not receiving enough profile views, likes, messages or preferred matches, not forming a relationship, not entering courtship, not becoming engaged, not getting married, not liking another member’s response, a relationship ending, finding the course personally challenging, disagreeing with another member, choosing not to complete the course or deciding that the platform is not personally suitable after using paid features.

This does not affect any rights a user may have where Mentor to Marry has failed to provide a paid service as required or where applicable law requires a remedy.

33. No Refund for Breach of Platform Rules

Refunds may be refused where access is restricted, suspended or terminated because the user harassed another user, bullied another user, sent inappropriate messages, misrepresented identity, misrepresented marital status, created a fake profile, engaged in catfishing, attempted romance fraud, requested money or gifts from users, shared explicit content, breached safety rules, evaded enforcement, misused the platform, breached Statement of Faith-related eligibility rules, breached community standards or otherwise acted contrary to platform policies.

34. Legal Rights

Nothing in this Policy limits rights that cannot lawfully be excluded.

Where applicable law gives a user mandatory refund, cancellation or consumer protection rights, Mentor to Marry will comply with those rights.

Where there is any inconsistency between this Policy and mandatory applicable law, the mandatory legal requirement will apply to the extent necessary.

35. Changes to This Policy

Mentor to Marry may update this Refund & Cancellation Policy from time to time.

Updated versions may be published on the website or platform.

Continued use of paid services after an updated Policy takes effect may be treated as acceptance of the updated Policy.

36. Contact

Questions about refunds, cancellations, subscriptions or billing should be directed to Mentor to Marry through the contact details published on the website or platform.

Refund & Cancellation Acknowledgement

By purchasing, activating, renewing or using a paid service, you acknowledge that:

Mentor to Marry does not offer automatic, guaranteed or “no questions asked” refunds;

refund requests are considered case-by-case in accordance with this Policy and applicable law;

membership does not guarantee matches, messages, relationships, engagement or marriage;

digital content and membership benefits may be accessible immediately after purchase;

refund availability may be limited once services or digital content have been accessed;

subscriptions may renew automatically where stated;

you are responsible for cancelling before renewal if you do not wish to be charged again;

app store or third-party marketplace purchases may be subject to third-party refund rules;

refunds may be refused where access is terminated because of misconduct or breach of platform rules;

deleting an account does not automatically cancel a subscription or create a refund right;

payment provider charges, bank fees, taxes or currency differences may affect refund amounts; and

refund requests will be assessed in accordance with this Policy and applicable law.