Refund & Digital Services Policy

How Mentor Credits are supplied

Buying Mentor Credits adds credits to your account balance. Nothing is produced at that point. A mentor report is only produced later, when you choose to submit a drawing and spend a credit; the report is then delivered to your account straight away.

Failed reports

If a report cannot be produced for technical reasons, the credit is returned to your balance automatically. If a credit is deducted without a report appearing in your account, contact us and we will restore it.

How long credits last

Purchased Mentor Credits are valid for 6 months from the date of purchase. Any unused purchased credits remaining after their expiry date are removed from the available balance.

Complimentary Mentor Credits, including loyalty and progress rewards, are valid for 30 days from the date they are awarded. They have no cash value and are not refundable.

Credits held before these validity periods were introduced remain available in your balance without an expiry date.

Your Mentor Credits page shows the credits available to you and, where a validity period applies, the date each batch is available until. Validity periods are separate from the cancellation and refund rights set out below.

Unused credits

You may ask us to cancel a purchase and refund the unused credits from it within 14 days of buying them. Requests are reviewed by a person, and we will confirm the outcome and any refund amount with you. Where a credit has already been spent and the mentor report has been delivered to you, we will normally not refund that credit, as the report has been provided; if you are unhappy with a report, please contact us. Nothing in this policy affects your statutory rights.

Not satisfied with your report

If you believe a mentor report is inaccurate or does not properly address your drawing, contact us with the report details. Where we agree, we will issue a replacement credit.

How to request a refund

The quickest way is from your Mentor Credits page. Each purchase made in the last 14 days shows a “Request a refund” option, where you can choose a reason and add a note. You can also contact us from the email address on your account with your order details.

While a request is being reviewed, the unused credits from that purchase are held to one side so they cannot be spent by accident. They are not shown in your available balance during this time. You may withdraw your request at any point before it is reviewed, and the credits return to your balance immediately. If a request is declined, or a refund cannot be completed, the held credits are returned to your balance as well.

Where a request is approved, a refund normally covers the unused credits from that purchase only, worked out pro rata from the price you paid. That figure is a calculation we use when reviewing your request rather than an automatic entitlement, and the amount is confirmed to you before it is sent. Approved refunds are returned to the original payment method and usually reach your account within five to ten working days.

If a refunded purchase had counted towards a Loyalty Reward, that purchase no longer counts, and any complimentary Loyalty Reward credit awarded from it is removed if it has not been used. Complimentary credits you have already used are never clawed back.

Closing your account

Asking us to close your account is not a refund request and does not itself create any refund entitlement. If you have unused purchased credits that are still within the 14-day cancellation window described above, please complete that refund process first, as closure cannot be completed while a refund request is still open.

Once closure is completed, any remaining unused Mentor Credits are forfeited and can no longer be used or refunded. Complimentary Mentor Credits have no cash value at any time. Closure is explained in full in our Terms and our Privacy Policy.