Frequently asked questions

If a candidate is requesting a refund after a session has been completed

Prepfully protects coaches from fraudulent requests a 100% of the time. Fraudulent requests are those which can be verified as fraudulent in a black-and-white way, eg. "my coach didn't join" when they actually did; or "my coach declined to provide the session format I requested", when they actually did. When a fraudulent refund or dispute happens, we cover the cost of the payout for coaches entirely.

When the request is not fraudulent, but rather, might have some legitimate basis (i.e. a candidate has a valid reason - fair or not, to request a refund), then Prepfully still provides protection for coach payouts, but to a reasonable extent.

This way this is managed is: Prepfully covers' coach payouts once in a rolling 50-session window once a refund request is deemed valid. We will forward the feedback we received from the candidate to you, so you can incorporate it (where valid and/or viable) into future sessions.

However, if a refund is requested a second time, and beyond that, a full refund is issued to the candidate, and the coaches' payout for that session is cancelled.

Sample scenarios where a coaches' payout remain protected:

• candidate initiates a chargeback without providing any context
• candidate requests a refund after booking a specific coach who did not match their target seniority, even though the seniority gap was highlighted to the candidate

Sample scenarios where coaches' payouts get cancelled:

• candidate provides a special request that the coach misses, or is unable to deliver against
• candidate and coach realize a misalignment in-session, and the coach continues the session regardless

Finally - Prepfully will not take the role of a judge in determining whether a request is "fair" or "unfair". This is for several reasons

1) Prepfully is not equipped to do this, we simply don't have the technical knowledge to be able to assess each session format qualitatively and assess if value was sufficiently delivered

2) We are extremely confident that this will leave both parties experiencing a loss of trust.

Therefore, Prepfully follows a numbers based approach. We can see based in our session data that 3 in 1000 sessions lead to a "valid" (i.e. non fraudulent) refund request. A coach getting two refund requests in quick session is highly anomalous, and is usually a factor of candidates facing genuinely unhappy situations with a coach.

Therefore, the first refund request or dispute (in a rolling 50 session lookback window) is one in which a coach is automatically protected, regardless of whether the request is fair or unfair. After this point, the risk is on the coach; and it is there decision whether to continue coaching on the platform. However, at this point, Prepfully does not guarantee payouts for sessions where refunds are requested.

If a candidate demands a refund due to delayed written feedback

If the refund was requested since the candidate didn't receive written feedback (and therefore a clear "hiring decision" against which they could assess themselves) - you receive 50% of the promised amount.

Once this happens more than 3 times, we transfer the risk entirely to you i.e. we will be unable to transfer payment for a session where a refund was requested due to delayed written feedback.

Please don't let it reach this stage. A refund has only been requested once for this reason, in our entire existence. We'd really like to keep it this way :)