Mosaic offers a 14-day refund window for first-time subscribers. If you are not satisfied with the platform, you may request a full refund within fourteen (14) days of your initial subscription purchase.
Refunds requested within the 14-day window will be issued as a full refund of the subscription payment. Only the initial subscription purchase is eligible for this 14-day refund window. Renewal payments are non-refundable except where required by applicable law or in cases of verified technical issues that prevent access to the platform.
If you cancel your subscription mid-billing cycle after the 14-day refund window has expired, you will not receive a refund for the unused portion of your current billing period. However, cancellation prevents future billing immediately. If you cancel within the 14-day window, refunds are calculated based on the subscription period used. For subscriptions cancelled mid-month within the refund window, a prorated refund may be issued reflecting the unused days.
Users may cancel their subscription at any time through their account settings. Cancellation prevents future billing but does not retroactively refund previously paid subscription periods outside the refund window.
This refund policy does not limit your statutory consumer rights under German law (Bürgerliches Gesetzbuch) or the EU Consumer Rights Directive (2011/83/EU). You retain all rights afforded to you as a consumer under applicable law.
Coaching sessions booked through the Mosaic platform are provided by independent Coaches and are scheduled based on availability.
Users may cancel a booked coaching session up to twenty-four (24) hours before the scheduled session start time to receive a full refund. Cancellations made less than twenty-four (24) hours before the scheduled session start time are not eligible for a refund.
Failure to attend a scheduled coaching session without prior cancellation or communication with the Coach will be treated as a "no-show". No-shows are not eligible for a refund. A no-show is defined as:
Coaches may mark a session as a no-show if the user does not appear within this grace period.
All payments and refunds related to coaching sessions are processed by Mosaic through the platform's payment provider. Refunds are typically processed within five (5) to ten (10) business days, depending on your payment provider and bank.
Mosaic operates solely as a technology platform that facilitates connections between users and independent coaches.
Coaches listed on the Mosaic platform are independent contractors and are not employees, agents, representatives, or partners of Mosaic. Mosaic does not employ, supervise, or control Coaches or the manner in which they provide services.
Mosaic does not provide coaching, counselling, therapy, medical advice, or psychological services directly. Any advice, guidance, or services delivered during coaching sessions are the sole responsibility of the individual Coach providing the service.
Users acknowledge that Mosaic does not supervise, control, or guarantee the quality, accuracy, or effectiveness of any coaching services offered through the platform. Mosaic does not verify the credentials, qualifications, or background of Coaches beyond the vetting process outlined in the Coach Agreement.
To the fullest extent permitted by applicable law, Mosaic shall not be liable for any actions, omissions, advice, or services provided by Coaches through the platform. This includes but is not limited to claims arising from the quality, accuracy, or effectiveness of coaching services, or any damages resulting from reliance on Coach advice.
Mosaic and its Coaches do not provide crisis intervention or emergency services.
The platform is not intended to replace professional medical, psychiatric, or emergency support. Coaching sessions are educational and supportive in nature and do not constitute therapy, medical treatment, or crisis intervention.
If you are experiencing a mental health crisis, domestic violence situation, suicidal thoughts, or any immediate risk of harm, you should contact local emergency services or a qualified healthcare professional immediately. In Germany, you may contact:
If you have questions about our refund policy or need to request a refund, please contact us at [email protected]. We will respond to your inquiry within 24 hours.