At MIRL, we are dedicated to providing an exceptional platform where global experts and seekers can connect for personalized advice, anytime and anywhere. Our goal is to facilitate seamless, interactive, and valuable exchanges tailored for the modern, connected world. Understanding that sometimes things may not go as planned, we have established a clear and fair refund policy.

Automatic Refunds

  1. Non-response from Expert: If a seeker makes a payment for a consultation and the expert does not respond or is unavailable to fulfill the consultation through the app, an automatic refund will be processed. The refund will be credited to the original method of payment within 5-7 business days.
  2. Cancellation by Seeker: If a seeker cancels a booked consultation before the expert has engaged or the consultation has commenced, we will process a refund to the original method of payment within 4-7 business days. Please note, refunds requested by a seeker will include a small transaction fee deduction to cover costs incurred by the payment gateway. This fee is imposed by the payment gateway, not by MIRL, and is non-refundable.

Requested Refunds

Seekers may request refunds in the following scenarios, subject to review on a case-by-case basis:

  1. Incomplete Consultation by Expert Disconnection: If an expert intentionally disconnects a call before the completion of the consultation period, the seeker can request a refund. Please submit your refund request within 48 hours of the scheduled consultation time, including any evidence of the premature disconnection.
  2. Dissatisfaction with Consultation: If a consultation is completed but the seeker is dissatisfied due to the expert providing false information, misidentifying themselves, or any reason that significantly deviates from the expected quality and accuracy, a refund request can be submitted. We require seekers to provide a detailed explanation and any supporting evidence for the dissatisfaction within 48 hours after the consultation.

Process for Requesting Refunds

  • To request a refund, please contact our Customer Support team via email through help@mirl.com or by visiting the My Profile > Help & Support > Report an Issue or Share Feedback, on the MIRL app. Include a detailed explanation of your refund request to enable us to assist you promptly and efficiently.
  • Our team will review each case thoroughly and communicate with both parties involved to determine the validity of the request. MIRL reserves the right to approve or deny refund requests based on the evidence and circumstances of each case.
  • Approved refunds will be processed back to the original method of payment within 7-10 business days.

Limitations

  • Refund requests must be submitted within 48 hours of the consultation date. Requests submitted after this period may not be eligible.
  • MIRL reserves the right to suspend or terminate the accounts of users who are found to abuse the refund policy.

Changes to Refund Policy

MIRL may update this refund policy from time to time to reflect changes in our services or legal obligations. We encourage users to review the policy periodically.

Contact Us

For any questions regarding the refund policy or to submit a refund request, please contact our Customer Support team by emailing us at help@mirl.com or through the app’s Report an Issue section, in My Profile > Help & Support. You can also visit the ‘Help & Support’ section in ‘My Profile’ on the MIRL app to get more information on help with calls and payments.