Customer Terms & Conditions

Upmentor ("Upmentor", "we", "us" or "our") is a technology platform that connects students, parents and other users ("Customers") with mentors who have relevant educational, examination or institutional experience.

Upmentor facilitates the discovery, booking and payment process for consultations.

Upmentor does not itself guarantee the accuracy of any Mentor's statements, opinions, experiences, strategies or recommendations.

You must provide accurate information while creating or using your Upmentor account.

If you are a minor, you may use Upmentor only in accordance with applicable law and any parental or guardian consent requirements specified by Upmentor.

A parent or legal guardian may create an account or make a booking on behalf of a minor.

The person making the booking is responsible for ensuring that the information provided to Upmentor is accurate.

You are responsible for:

• providing accurate registration information;
• keeping your account information updated;
• maintaining the confidentiality of your login credentials;
• not allowing unauthorised persons to use your account; and
• informing Upmentor if you believe your account has been compromised.

You must not create an account using another person's identity or information without appropriate authorisation.

Customers may browse available Mentors and select a consultation based on the information displayed on the Platform.

Before completing a booking, the Customer may be shown:

• Mentor name;
• Mentor profile;
• relevant qualifications or achievements;
• consultation duration;
• consultation fee;
• available date and time;
• consultation format; and
• other relevant information.

A consultation is confirmed only after the booking has been successfully processed by Upmentor.

The applicable consultation fee will be displayed before payment.

Different Mentors may charge different fees.

The fee may depend on:

• Mentor;
• consultation duration;
• consultation type;
• availability; and
• other factors disclosed on the Platform.

Applicable taxes or other legally required charges may be added to the displayed price.

Payments may be processed through third-party payment providers.

By submitting a payment, you authorise the applicable payment provider to process the transaction.

Upmentor does not store or control all payment information processed by third-party payment providers.

If a payment is deducted but a booking is not successfully created, the Customer should contact Upmentor support.

Bookings are subject to Upmentor's applicable Refund & Cancellation Policy.

Depending on the circumstances, a Customer may be entitled to:

• cancellation;
• partial refund;
• full refund;
• rescheduling; or
• another appropriate remedy.

Refund eligibility may depend on the timing of cancellation, Mentor availability, technical problems and other circumstances.

A Customer who fails to attend a confirmed consultation may be treated as a no-show.

Nothing in these Terms limits any mandatory consumer rights available under applicable law.

Where rescheduling is available, requests must be made within the time specified by Upmentor.

Rescheduling is subject to Mentor availability.

Upmentor does not guarantee that the same Mentor will be available at another time.

Upmentor may verify certain information provided by Mentors.

However, verification does not mean that Upmentor guarantees:

• the Mentor's future academic performance;
• the quality of every consultation;
• the accuracy of every statement made by the Mentor;
• a particular examination result; or
• admission to any educational institution.

Customers should independently evaluate information that is important to their academic or career decisions.

Consultations are primarily intended for sharing personal experiences, guidance and general information.

Mentors may discuss:

• examination preparation;
• study methods;
• time management;
• books and resources;
• mock tests;
• coaching experiences;
• college experiences;
• academic experiences;
• career experiences; and
• other topics permitted by Upmentor.

A Mentor's experience may not be suitable for every student.

Upmentor and its Mentors do not guarantee that a Customer will:

• clear JEE, NEET, CAT, CA, IES or another examination;
• achieve a particular rank or percentile;
• obtain admission to a particular institution;
• obtain a scholarship;
• achieve a particular academic result; or
• achieve any other specific outcome.

Customers remain responsible for their own academic and career decisions.

Upmentor is not an examination authority, university, college, coaching institute or government authority unless expressly stated otherwise.

Customers should verify important information relating to:

• examination eligibility;
• syllabus;
• application dates;
• admission requirements;
• fees;
• counselling;
• official rules; and
• other regulatory matters

from the relevant official authority.

Customers must behave respectfully toward Mentors.

Customers must not:

• abuse, threaten or harass a Mentor;
• use discriminatory or offensive language;
• make inappropriate sexual comments;
• request inappropriate personal information;
• pressure Mentors to provide private/off-platform services;
• request illegal services;
• impersonate another person;
• manipulate ratings or reviews;
• attempt payment fraud;
• misuse the Platform;
• distribute illegal material; or
• intentionally disrupt a consultation.

Customers must not intentionally bypass Upmentor's payment system to avoid applicable Platform fees or protections.

Customers must not request Mentors to accept payment directly through cash, UPI, bank transfer or another method for a service introduced through Upmentor where such conduct circumvents Upmentor's booking system.

Upmentor may provide chat, audio or video communication features.

Customers must use these features only for legitimate consultation-related purposes.

Customers must not use Platform communication tools to harass, threaten, solicit, defraud or otherwise misuse another person.

Where consultations are recorded by Upmentor, the applicable recording practices will be disclosed through the Platform and/or Privacy Policy.

Customers must not independently record, reproduce, publish or distribute a Mentor's private consultation without appropriate permission or lawful authority.

Parents and legal guardians are responsible for supervising minors using Upmentor where appropriate.

Customers must not attempt to establish inappropriate relationships with Mentors or use the Platform for any unlawful or exploitative purpose.

Any concern involving a minor should be immediately reported to Upmentor.

Customers may be allowed to provide genuine reviews and ratings.

Reviews must be based on actual experiences.

Customers must not:

• submit fake reviews;
• threaten Mentors with negative reviews;
• manipulate ratings;
• post unlawful or defamatory material; or
• disclose another person's private information.

Upmentor may remove reviews that violate these Terms or applicable law.

If you submit photographs, reviews, comments, questions or other content to Upmentor, you confirm that:

• you have the right to submit the content;
• it does not violate another person's rights;
• it is not unlawful; and
• it does not contain inappropriate or malicious material.

You grant Upmentor a non-exclusive right to use such content for operating and promoting the Platform, subject to applicable law and the Privacy Policy.

The Upmentor name, logo, software, website, application design, graphics and other original Platform materials belong to Upmentor or its licensors.

Customers may not copy, reproduce, modify, sell, distribute or commercially exploit Upmentor's intellectual property without permission.

Customer personal information will be handled in accordance with Upmentor's Privacy Policy and applicable law.

Customers should read the Privacy Policy before using the Platform.

Upmentor may suspend or terminate a Customer account if the Customer:

• violates these Terms;
• engages in fraudulent activity;
• abuses Mentors;
• attempts to circumvent Platform payments;
• misuses the Platform;
• provides false information; or
• engages in unlawful conduct.

Where appropriate, Upmentor may provide notice before taking action.

Upmentor will make reasonable efforts to maintain the Platform.

However, temporary interruptions may occur because of maintenance, technical failures, internet issues, third-party services, cybersecurity incidents or circumstances outside Upmentor's reasonable control.

To the maximum extent permitted by applicable law, Upmentor will not be responsible for indirect or consequential losses arising from a Customer's reliance on Mentor advice or from examination, academic or admission outcomes.

Nothing in these Terms excludes liability that cannot legally be excluded.

Nothing in these Terms is intended to remove mandatory consumer rights.

These Customer Terms are governed by the laws of India.

Subject to mandatory consumer rights and applicable law, disputes shall be subject to the jurisdiction of the competent courts/tribunals at [CITY, STATE, INDIA].

Upmentor may update these Customer Terms from time to time.

The updated version will be published on the Platform with a revised "Last Updated" date.