Refund Policy

1. How Our Escrow System Works

When a student books a session, the session fee is deducted from their wallet and held securely in escrow. The funds are not transferred to the teacher until after the session is confirmed as completed. This protects both parties.

2. Automatic Refund Triggers

A full refund is automatically processed back to the student's wallet in the following situations:

• The teacher declines the booking before it is confirmed
• The teacher does not join the session within 15 minutes of the scheduled start time
• The session is cancelled by the teacher at any point before it begins
• A technical failure prevents the session from being conducted and both parties confirm this

3. Student Cancellation Policy

Full refund: Students who cancel a confirmed booking more than 2 hours before the scheduled session start time will receive a full refund to their Portfolio Place wallet.

No refund: Cancellations made less than 2 hours before the session start time, or failure to join a session (no-show), will not be eligible for a refund. The session fee will be released to the teacher.

4. Dispute-Based Refunds

If a session is completed but you believe the quality was unsatisfactory, misleading, or violated our Terms of Service, you may raise a dispute within 24 hours of the session end time.

Our admin team will review the dispute using session logs, in-session chat history, and evidence submitted by both parties. Possible outcomes include:

• Full refund — if the teacher is found to have acted in bad faith, was significantly late, or failed to deliver the agreed service
• Partial refund — if the session was partially completed or a compromise is warranted
• No refund — if the session was completed as agreed and the dispute lacks merit

Our dispute decisions are final. Abuse of the dispute system may result in account suspension.

5. How Refunds Are Processed

All approved refunds are credited back to your Portfolio Place wallet — not directly to your bank card or account. Wallet funds can be used to book future sessions or, for teachers, withdrawn to a bank account (subject to withdrawal fees).

Refunds are typically processed within 24–48 hours of approval.

6. Non-Refundable Situations

The following are not eligible for refunds under any circumstances:

• Sessions that have been completed and confirmed by both parties
• Platform commission (15% of session fee) — this is non-refundable once a session is confirmed
• Wallet top-up amounts that have already been used for completed sessions
• Cases where the student provided false information in a dispute claim

7. How to Request a Refund

To request a refund:

• Automatic cases (teacher cancellation, no-show) — refunds are processed automatically and no action is needed
• Student cancellation — cancel through your booking dashboard; the refund is immediate if within the policy window
• Disputes — open a dispute from the relevant session page in your dashboard within 24 hours of session end
• Other issues — contact our support team at support@portfolioplace.com or via WhatsApp

8. Changes to This Policy

We reserve the right to update this Refund Policy at any time. Changes will be communicated via email and by updating the "Last updated" date above. Continued use of the platform after changes constitutes acceptance.

9. Contact

For refund queries: support@portfolioplace.com
Portfolio Place Technologies Ltd, Lagos, Nigeria.