Delivery & Refund Policy
All services on Merkora are delivered digitally. This page explains how delivery works for each product type and what refund rights apply.
Effective date: March 12, 2026
Important: Merkora is a platform that enables practitioners to offer services to their clients. Merkora is not the seller of those services. Refund and cancellation terms for individual bookings, courses, and events are set by each creator and are visible before purchase. This policy covers both platform-level policies (Merkora subscriptions) and the framework governing creator-client transactions.
1. Delivery Policy
All products and services offered through Merkora are digital. There is no physical delivery. Below is how each product type is delivered:
a) 1-on-1 Sessions
- Sessions are delivered at the date and time chosen by the client during booking. The creator's calendar availability determines which slots are bookable.
- Online sessions are conducted via Merkora's built-in live streaming. The meeting link is available in the client's profile and included in the booking confirmation email.
- In-person sessions are conducted at the location specified by the creator in their service settings.
- Both parties receive an email confirmation immediately after booking and reminder emails 24 hours and 1 hour before the session.
b) Live Events & Workshops
- Live events are delivered at the scheduled date and time via Merkora's built-in streaming platform. The joining link is provided upon registration.
- Multi-session programs deliver each session at its scheduled time. Session schedules are visible on the event page before purchase.
- Recordings, where enabled by the creator, are made available in the client's profile after the session ends.
c) Online Courses
- Course access is granted immediately upon successful payment. The client can access all available modules and lessons from their profile.
- Course content (videos, materials) is hosted on Merkora's platform and streamed on demand.
- Creators may release lessons progressively on a schedule — this will be noted on the course page before purchase.
d) Digital Products
- Digital products (PDFs, guides, resources) are available for download immediately after successful payment.
- A download link is included in the purchase confirmation email and is also accessible from the client's profile.
- Free digital products used as lead magnets are delivered immediately upon email submission.
e) Delivery Failures
- If a creator cancels or fails to deliver a confirmed session, the client is entitled to a full refund or wallet credit, as determined by the creator's cancellation policy.
- If technical issues on Merkora's side prevent access to a purchased product or service, contact us at [email protected] and we will resolve the issue promptly.
- Merkora is not responsible for delivery failures caused by the client's internet connection, device, or failure to attend at the scheduled time.
2. Refund Policy
a) Merkora Subscription Fees
- Monthly subscription fees (Starter, Growth, Pro) are non-refundable. You may cancel your subscription at any time; access continues until the end of the current billing period.
- If you downgrade from a paid plan, no partial refund is issued for the remaining days. The lower plan takes effect at the next billing cycle.
- Exceptions may be made at Merkora's discretion for documented technical failures that prevented meaningful use of the platform. Contact [email protected] within 7 days.
b) Session Cancellations & Credits
- Each creator configures their own cancellation policy on their bookable services. This policy defines refund and credit rules for early cancellations, late cancellations, and no-shows.
- Cancellation policies are displayed clearly on the booking page before a client confirms and pays. By completing a booking, the client accepts the creator's stated policy.
- When a cancellation results in a wallet credit rather than a refund, the credit is stored in the client's Merkora wallet, tied to that specific creator, and can be applied to future bookings.
- Wallet credits have no cash value and cannot be converted to a monetary refund unless the creator explicitly agrees to do so.
- If a creator cancels a confirmed session without a valid reason, the client is entitled to a full wallet credit or refund at the creator's discretion.
c) Courses
- Once a client has accessed course content (viewed lessons, downloaded materials), refunds are generally not available unless the creator's stated policy specifies otherwise.
- If a course is significantly different from its description, or if content is inaccessible due to a platform error, the client should contact [email protected].
d) Digital Products
- Digital products are non-refundable once downloaded, as the content has been delivered in full.
- If a file is corrupted, inaccessible, or materially different from its description, contact [email protected] and we will work with the creator to resolve the issue.
e) How to Request a Refund
- For session cancellations: use the cancellation option in your profile under My Bookings. The outcome (credit or refund) is determined by the creator's policy.
- For subscription, course, or digital product refund requests: email [email protected] with your account email, purchase details, and reason for the request.
- We aim to respond to all refund requests within 5 business days.
- Approved monetary refunds are processed back to the original payment method via Stripe and may take 5–10 business days to appear depending on your bank.
3. Session Packages
- Session packages allow clients to pre-purchase multiple sessions at a bundled price. The full package amount is charged at the time of purchase.
- Unused sessions in a package remain available in the client's account and can be scheduled at any time, subject to the creator's availability.
- Refunds for partially used packages are at the creator's discretion and governed by their cancellation policy.
- If a creator closes their account or becomes unavailable, unused sessions in a package will be credited to the client's wallet.
Questions about a delivery or refund?
Our team is happy to help. Reach out and we'll respond within 5 business days.
[email protected]