A refund has caused my balance to be negative, what now?
If you are a mentor using Stripe for your payments and payouts, you are responsible for the fees charged by Stripe for use of their payment infrastructure. Stripe’s pricing is set by Stripe and may change over time.
When a payment is refunded, MentorCruise will return our platform fees to you. However, Stripe does not refund their processing fees. As a result, after issuing a refund, your account will typically show a small deficit corresponding to Stripe fees (usually between 2–4%, depending on location and product).
In general, MentorCruise does not reimburse Stripe fees, and there is no way to recover these fees directly from Stripe.
MentorCruise will cover the Stripe fees via a separate reimbursement payment only if any of the following conditions are met:
Eligible cases
The refund was caused by a functional platform error, including but not limited to:
- System errors that resulted in a mentee being charged multiple times
- Failed or duplicated subscription logic caused by MentorCruise systems
- Incorrect charges caused by outages, deployment issues, or backend failures on MentorCruise’s side
Non-eligible cases
Stripe fees will not be reimbursed for refunds caused by:
- Mentor-initiated refunds for any reason
- Mentee dissatisfaction, no-shows, or disputes unrelated to a platform malfunction
- Cancellations, pauses, or plan changes initiated by either party
At our discretion
Our support will investigate and make per-case decisions for:
- Stripe disputes or chargebacks not caused by a verified MentorCruise system error
All reimbursement decisions are made at MentorCruise’s discretion based on internal logs and investigation of the incident.
If you believe a refund qualifies under the criteria above, please contact support with the relevant transaction details so we can review the case.