Version 1.5. Last updated: 2 October 2026.
These are the terms between you and mentorhero. They apply when you create an account and use the platform. Please read them. They are short on purpose.
1. What mentorhero is
1.1 mentorhero connects you with mentors who have experience in work, so you can get career advice and support.
1.2 Sessions are short, focused and virtual. We call it micro-mentoring.
1.3 It is free for you. Employers pay for their people to mentor.
1.4 We provide the platform, the safety rules and the support around it. Your mentor is an individual sharing their own experience.
2. What mentorhero is not
2.1 It is not therapy, counselling or a mental health service.
2.2 It is not medical, legal or financial advice.
2.3 It is not a job board, a recruitment service, or a route into a job at your mentor's company. If you are 18 or over you can ask your mentor to pass your CV on (7.5), but that is your choice and it promises nothing.
2.4 Nobody here promises you work. Not us, not your mentor, and not their employer. If someone tells you otherwise, report it.
2.5 Your mentor speaks for themselves, not for their employer and not for us. What you do with their advice is your decision, and we are not responsible for how it turns out.
3. Using your account
3.1 You must be 16 or over. We cannot accept anyone under 16. In some countries the minimum age is higher, and the rule where you live applies.
3.2 Use your real name and your real date of birth. Our safety rules depend on knowing how old you are.
3.3 One account each. Do not share it and do not let anyone else use it.
3.4 Keep your login details to yourself.
3.5 Follow our Community Standards. They cover how to treat people and what is not allowed.
4. If you are under 18, or need extra support
4.1 You can bring a parent, guardian or carer to your session.
4.2 If you are 16 or 17, your mentor will always hold an enhanced DBS check, or the equivalent check in their country, whether or not an adult comes with you. Bringing someone is your choice, not a condition. The platform will not offer you a booking with a mentor who has not been checked.
4.2A Mentors also choose, when they join, whether they are happy to mentor 16 and 17 year olds. You will only ever be offered a mentor who has both been checked and opted in.
4.3 If your accompanying adult leaves partway through, the session ends. That is a rule, not a judgement about you.
4.4 The same applies if you have told us you are a vulnerable adult.
5. Staying safe
5.1 All contact happens through mentorhero. Video, messages, bookings.
5.2 Do not share or accept personal contact details, social media handles or messaging apps.
5.3 Do not agree to meet a mentor in person.
5.4 Never share passwords, bank details, identity documents or your home address.
5.5 Nobody from mentorhero will ever ask you for a payment or a password.
5.6 If someone asks you to move the conversation somewhere else, do not do it. Report it. It is the clearest warning sign there is.
5.7 If anything feels wrong, end the session. You do not need a reason, and you do not need to be polite about it.
6. Sessions
6.1 Book sessions you intend to attend, and cancel through the platform if you cannot make it.
6.2 Repeatedly not turning up may cost you access, because someone else could have used that slot.
6.3 We cannot guarantee a mentor will be available when you want one, or that any particular match will suit you. If it does not, tell us and try someone else.
6.4 Sessions may be recorded for safeguarding, quality and training. 6.4A Join from somewhere private where you can. If anyone else may be seen or heard during your session, such as someone you live with, tell them before it starts that sessions are recorded, and keep them out of it where you can.
6.5 Messages are monitored for signs of harm, including attempts to move conversations off the platform.
7. Your information
7.1 Our Privacy Policy explains what we collect and why.
7.2 If you signed up through a link an employer sent you after a job application, that employer did not give us your details and does not find out that you signed up. They only see a monthly count of how many people used their link.
7.3 You can ask for a copy of your information, correct it, or delete your account at any time. Some records we have to keep, and safeguarding records are not deleted on request.
7.4 Your CV and your mentor. Your mentor can see your CV and may download or print it to prepare for your session. They must keep it private and destroy any copy once the session is over, unless you tell them in writing on mentorhero that they may keep it.
7.5 Asking your mentor to pass your CV on. If you are 18 or over, you can ask your mentor to share your CV with people who might be able to help you, such as a hiring manager at their organisation. Your mentor will only do this if you ask and confirm in writing on mentorhero who it can go to, and you can change your mind at any time. Once your CV is with someone outside mentorhero, how they use it is up to them and their own privacy notice, not us. Nobody can promise you an outcome from it (2.4).
8. Reporting
Use the report button in the app, or email safeguarding@mentorhero.com.
8.1 Report anything that worries you. You do not need proof.
8.2 We acknowledge within one working day.
8.3 Nobody is penalised for reporting something in good faith.
8.4 If you are in immediate danger, contact your local emergency services first.
9. If you break these terms
9.1 We may warn you, suspend your account, or close it.
9.2 Some things mean immediate removal: lying about your age or identity, anything sexual, threats or abuse, pushing to move contact off the platform, and anything that puts someone at risk.
9.3 Where the law requires it, we report to the police or a safeguarding authority.
9.4 Our decision is final, and we do not owe you an explanation of every part of our reasoning.
10. Closing your account
10.1 You can close your account at any time in your settings, or by emailing us.
10.2 We may close your account if you break these terms, if it has been inactive for [2] years, or if we stop offering the service in your country. Where we withdraw the service, we will give you reasonable notice and a chance to download your information.
10.3 Closing your account does not delete records we are required to keep.
11. Things we have to say
11.1 The platform is provided as it is. We work hard to keep it running, but we do not promise it will always be available or free of faults.
11.2 We are not responsible for what a mentor tells you, for decisions you take afterwards, or for anything you choose to share with another person on the platform.
11.3 Nothing here limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not let us exclude.
11.4 If you use mentorhero as a consumer, you keep all the rights the law where you live gives you. Nothing in these terms takes those away.
11.5 These terms are governed by the laws of England and Wales. If you live elsewhere, you can still bring a claim in the courts where you live if the law there allows it.
11A. Things you agree not to do
11A.1 Do not use mentorhero to sell anything, promote a business, run a campaign, or advertise a job.
11A.2 Do not use bots, scrapers or automated tools on the platform, and do not copy mentor profiles, session content or platform data.
11A.3 Do not record, screenshot or photograph a session or a conversation.
11A.4 Do not misuse the reporting function by making reports you know to be false.
11A.5 If you break these, we may close your account, and where it causes us loss or a legal claim, you are responsible for it.
11B. Anything you share with us
11B.1 If you give us feedback, a review, a testimonial or an idea, you keep it but you give us permission to use it, including in our reporting and marketing.
11B.2 We will never use your name, photo or story publicly without asking you separately and getting your clear agreement first. If you are under 18 we need a parent or guardian to agree too.
11B.3 You can withdraw that agreement at any time and we will stop using it in anything new.
11C. A few more things
11C.1 You are not our employee. Using mentorhero, receiving mentoring, or taking part in a Mission does not make you our employee, worker, agent or contractor, and it does not entitle you to pay, expenses or work of any kind.
11C.2 Your age. If you give us a false date of birth to get around our safety rules, we will close your account. Where an account belongs to someone under 18, their parent or guardian is responsible for supervising how they use it.
11C.3 Employers. We do not influence any employer's hiring decisions, and no employer can pay us to prioritise, promote or introduce a particular person. If an employer or a mentor suggests otherwise, report it.
11C.4 The service can change. mentorhero is free for you. We may add, change or withdraw features, and we may stop offering the service entirely, giving reasonable notice where we can. You have no entitlement to any particular feature, mentor or level of availability.
11C.5 Our liability to you. Because the service is free to you, our total liability to you for anything connected with it is limited to £100. This does not apply to death or personal injury caused by our negligence, to fraud, or to anything else the law does not let us limit, and it does not affect your rights as a consumer where you live.
11D. Your account is yours
11D.1 You sign up as an individual, not on behalf of your employer, your university or any other organisation. Your account belongs to you and stays with you if you change jobs, graduate or leave the organisation you joined through.
11D.2 If you signed up with a work or student email address, add a personal email as your backup so you do not lose access when that address stops working.
11D.3 If your organisation's partnership with us ends, or you leave that organisation, you keep your account, your profile and your mentoring history. You lose access to anything that belongs to that organisation, including its program, its reporting and its branded content. Your organisation cannot ask us to delete your account, because the account is not theirs.
11E. Claims between you and your mentor
11E.1 Your mentor is a volunteer sharing their own experience. Clauses 2.2 and 2.5 say what that is and is not. This section says what follows from it if something goes wrong.
11E.2 You agree not to claim against your mentor for the guidance itself. Where your mentor mentors you in good faith and within the Mentor Terms, you agree not to bring a claim against them personally for the guidance they gave, for an opinion they offered, or for a decision you took afterwards. Your mentor gives you exactly the same protection in Mentor Terms 8D: they agree not to claim against you for anything you told them in a session.
11E.3 What this does not cover. It does not cover harm, abuse, harassment, discrimination, dishonesty or anything sexual. It does not cover a breach of confidence, the misuse of something you shared, or anything either of you does off the platform. It does not cover advice from someone who holds themselves out as professionally qualified and advises you within that qualification, because that is not mentoring. And it never covers death or personal injury caused by negligence, fraud, or anything else the law does not let us exclude.
11E.4 It does not stop you reporting anything, ever. This clause is about claims for money and nothing else. It has no effect on your right to report a concern to us, to the police, to a regulator or to a safeguarding authority, and we would always rather you reported something than worried about this clause.
11E.5 If you use mentorhero as a consumer, this section takes away no right the law where you live gives you. Where the two conflict, the law wins.
12. Changes
We update these terms from time to time. The date at the top shows when they last changed. If something changes that matters to you, we will tell you directly.
Report a concern: in-app button, or safeguarding@mentorhero.com Anything else: support@mentorhero.com
These terms sit alongside our Community Standards, Privacy Policy and Safeguarding Policy.