Global Refund, Revenue & Taxation Policy

Mentofy is committed to delivering an enterprise-grade, transparent, and compliant experience for users, creators, institutions, and enterprises across the globe. This comprehensive policy governs refunds, revenue distribution, taxation, and regulatory compliance.

Mentofy provides educational technology solutions to users and partners across Vietnam, United States, United Kingdom, European Union, Canada, Australia, India, Singapore, South Africa, Hong Kong, and other jurisdictions. This document outlines our legally aligned practices and is designed to meet both enterprise standards and local consumer protection laws.

This policy applies to the following products and services:

• Subscriptions (monthly, annual, or institutional)
• Exam Credits (exam packages, PDF downloads, AI reports, etc.)
• Live sessions (webinars, 1-on-1s, masterclasses)
• Creator-led monetized content
• Enterprise SLAs and private deployments
• API licensing & white-label integrations

Subscription Plans

• Refunds not allowed for Stundet/Partner/Instructor subscriptions.
• Content must remain unused
• Refunds void if Service used or live sessions attended

Exam Portal Credits

• All credit purchases are one time and refunds are not applicable.

Subscriptions

• Non-Refundable unless failed delivery, technical defect, or platform issues.
• Requires timestamped proof and screenshots

Live & Interactive Sessions

• No refunds for completed sessions
• Rescheduling/Refund allowed only if session cancelled or failed due to Mentofy fault

Enterprise and Institutional Clients

• Refund terms governed by contractual Service-Level Agreements (SLAs)
• Credits or partial refunds may apply in case of SLA breaches or critical system downtime

Trials & Promotions

• Free trials, coupon-based access, or discounted sales are non-refundable unless legally mandated

Step 1: Initiation

Email: [email protected] with subject line "Refund Request – [Product/Service]"

Step 2: Required Information

• Full name, email address, and registered account
• Invoice number, payment method, date of transaction
• Detailed reason and applicable evidence
• Attach invoice and bank payment screenshot

Step 3: Review & Investigation

• Processed within 10–15 business days
• Supplementary info may be requested

Step 4: Decision & Refund Issuance

• Approved refunds sent via original method of payment
• Notification sent via email with transaction reference

Refund requests are not honored in the following cases:

• Request submitted after allowed days of purchase
• Content used or exceeds 20% or service used/downloaded
• No evidence provided for technical failure
• Product/service acquired via free trial or promotional code
• Payment reversed/disputed via issuing bank or third party
• Purchases made through resellers or affiliate channels

Refunds or credit alternatives may be granted in:

• Extended outages (>48 hours) caused by platform-side failures
• Unauthorized/duplicate payments
• Force majeure events (e.g., governmental restrictions, system failures)

In such cases, users may choose between a monetary refund, service credit, or product substitution.

Mentofy rewards educators who contribute high-quality questions and exams through our Credit Shards Program. This process ensures both compliance and fair recognition of educator contributions.

How It Works

1. Upload: Educators submit exam questions to the platform.
2. Compliance Review: All submissions undergo quality and compliance checks to ensure alignment with academic standards and platform policies.
3. Selection: Approved questions are featured in Mentofy’s exam portal and made available to global learners.
4. Earnings: Educators earn up to 25% revenue share for every Credit spent by students when accessing their approved exams.

Revenue is calculated on net usage (after payment processing fees, taxes, and compliance deductions). Earnings are disbursed monthly or bi-weekly once payout thresholds are reached, provided KYC/tax documentation is valid and no disputes or fraudulent activity are detected.

Creators and institutional partners are responsible for local tax compliance. Mentofy ensures:

• Withholding of taxes where required by law (e.g., TDS in India, W-8/W-9 in U.S.)
• Issuance of tax reports and receipts for annual filings
• Charging of applicable VAT/GST based on location of buyer

User Responsibilities

• Submit accurate tax details (e.g., Tax ID, company registration, digital invoice address)
• Update personal or business records regularly
• Understand that non-compliance may delay or restrict payouts

This policy integrates key consumer protection frameworks from:

• Vietnam: Law on Consumer Protection 2010, Cybersecurity Law 2018
• U.S.: FTC Act, CCPA, COPPA
• UK: Consumer Rights Act 2015, UK GDPR
• EU: GDPR, Digital Services Act, Consumer Directive
• Canada: PIPEDA, Competition Act
• Australia: Privacy Act 1988, ACL
• India: DPDP Act 2023, Consumer Protection Act 2019
• Singapore: PDPA, Sale of Goods Act
• South Africa: POPIA, CPA
• Hong Kong: PDPO

Depending on the user's jurisdiction, rights to refunds, opt-outs, and privacy requests may vary. Where applicable, Mentofy adheres to enhanced consumer notice, consent, and data processing requirements.

Unresolved concerns may be escalated as follows:

1. Email grievance to [email protected]
2. If unaddressed within 20 business days, users may:
   • Request mediation/arbitration as per jurisdictional norms
   • Initiate legal recourse in their country of residence (unless otherwise contracted)

Enterprise or institutional clients are advised to reference specific dispute clauses within their SLAs.

This policy may be updated periodically to comply with evolving international laws and business operations.

• Changes are communicated via email and public notices 7 days prior to enforcement
• Archived versions are available upon request

User continuation post-update indicates acceptance.