Last updated: October 1, 2026
This policy explains when payments for MIRL calls are refunded. It applies to paid instant and scheduled calls. There is no payment to refund for a free call.
Instant calls
Expert declines or does not accept. You are not charged unless the expert accepts your instant call request and you complete payment.
Expert accepts but does not join. If you pay and the expert does not join the call, we will issue a full refund.
Seeker does not join. If the expert accepts, you complete payment, and you do not join the call, the call is generally not refundable.
Multiple Connect. You may send one instant call request to up to five experts simultaneously. If more than one expert accepts, you choose which expert to call. You are charged only for the expert you select and only when you complete payment. The instant-call refund rules above then apply to that selected call. You are not charged for experts you do not select.
Scheduled calls
Expert cancels or does not attend. We will issue the seeker a full refund.
Seeker cancels before the scheduled start time. We will refund the payment, less the payment processing fees incurred for the transaction.
Seeker does not attend and has not cancelled before the start time. The call is generally not refundable, and the expert remains eligible for payment.
Problems during a call
If an expert disconnects early, the call fails because of a technical issue, or you believe the expert materially misrepresented themselves or the service offered, contact us. We review these requests individually. A refund may be full or partial, depending on what happened and how much of the call took place.
Please report a problem within 48 hours of the call where possible so we can investigate promptly. We will also consider later requests where required by applicable law or where the circumstances justify it.
How to request a refund
Email help@mirl.com with the call details and a brief description of the issue. You can also use My Profile → Help & Support → Report an Issue in the MIRL app. We may ask both participants for information before making a decision.
Approved refunds are issued to the original payment method. The time it takes for a refund to appear depends on the payment provider and your bank or card issuer.
This policy does not limit any rights you have under applicable law. We may restrict accounts that repeatedly misuse the refund process.