Overview
We understand that plans change. This policy outlines how cancellations, refunds, and rescheduling work on First String Mentors.
Quick Reference
| When You Cancel | What Happens |
|---|---|
| 24+ hours before session | Full refund to original payment method OR free reschedule |
| Less than 24 hours before | Platform credit for future booking (no refund) |
| Weather-related cancellation | Free reschedule (any time) |
| Mentor cancels | Full refund OR free reschedule (your choice) |
Parent/Client Cancellations
Cancellation with 24+ Hours Notice
If you cancel at least 24 hours before the scheduled session start time, you may choose:
- Full Refund: Refund to your original payment method (typically 5-10 business days to process)
- Reschedule: Book a new session at no additional cost
Cancellation with Less Than 24 Hours Notice
If you cancel less than 24 hours before the scheduled session:
- You will receive a Platform Credit equal to the session amount
- This credit can be used for any future booking on First String Mentors
- Credits do not expire
- No refund to original payment method is available
No-Show Policy
If you do not show up for a session without canceling in advance:
- No refund or credit will be issued (the mentor still dedicated their time)
- The mentor may mark the session as a no-show after waiting 15 minutes
Mentor Cancellations
If a mentor cancels a confirmed session for any reason, you will always have the choice of:
- Full refund to your original payment method
- Free reschedule with the same mentor (subject to availability)
- Book a different mentor with the refunded amount
We track mentor reliability and take repeated cancellations seriously to maintain platform quality.
Weather-Related Cancellations
For outdoor sessions affected by weather (rain, extreme heat, storms, etc.):
- Either party may cancel due to unsafe or unsuitable weather
- Free rescheduling is available regardless of cancellation timing
- No penalties apply to weather-related cancellations
We provide weather forecasts on booking confirmations to help you plan ahead.
Rescheduling
When You Can Reschedule
- 72+ hours before: Free reschedule, unlimited times
- 24-72 hours before: One free reschedule allowed
- Less than 24 hours: Reschedule counts as late cancellation (credit issued)
Pending Reschedule Requests
When you request a reschedule, the mentor has 24 hours to accept the new time. If they don't respond, you may cancel for a full refund.
Session Modifications
Extending a Session
If you and the mentor agree to extend a session beyond the booked time:
- The mentor can add time at the end of the session (in 30-minute increments)
- You will be charged at the mentor's hourly rate
- This requires your explicit approval via the app
Ending Early
If a session ends earlier than booked:
- Mentor ends early: You receive a prorated credit for unused time
- Parent requests early end: No refund for unused time
Platform Credits
- Credits are automatically applied to your next booking
- Credits do not expire
- Credits are non-transferable
- Credits cannot be redeemed for cash
- Multiple credits can be combined for a single booking
Disputes
If you have a dispute about a cancellation or believe you should receive a refund:
- Contact us within 48 hours at support@befirststring.com
- Include your booking ID and description of the issue
- We will review the situation and respond within 2 business days
We reserve the right to make exceptions to this policy on a case-by-case basis at our discretion.
Contact Us
Questions about our cancellation policy? Contact us at:
- Email: support@befirststring.com