Complaints and Support Policy
How to raise an order, account, access, community, privacy or service concern and what happens next.
1. How to contact us
Use the contact page or email [email protected]. For account or order matters, contact us from the email address connected with the account where possible.
2. What to include
- Your name and contact details.
- The email connected with the account or order.
- The relevant page, course, community post, order number or transaction reference.
- What happened, when it happened and the outcome you are seeking.
- Any necessary screenshot or supporting information.
Do not send passwords, full payment-card details or unnecessary sensitive information.
3. Response times
We aim to acknowledge support requests and complaints within two business days where practical and to provide a substantive response within ten business days. Complex issues involving payment providers, technical logs, moderation or historic records may take longer; if so, we will try to explain the delay.
4. How we review concerns
We may examine relevant order, account, access, correspondence, moderation and technical records. We may ask for further information and may need to consult a service provider. Reviews will be handled as confidentially as reasonably possible.
5. Possible outcomes
Depending on the issue, the outcome may include an explanation, account correction, restored access, technical fix, moderation action, apology, refund assessment, replacement, alternative format or referral to another policy or provider.
6. Community moderation reviews
If you disagree with a moderation decision, explain why you believe the guidelines were applied incorrectly and provide relevant context. A review does not guarantee reversal. We may withhold information where disclosure could compromise another person’s privacy, safety, security or a legal obligation.
7. Urgent concerns and other rights
This is not an emergency service. Where there is immediate danger, suspected crime or an urgent safeguarding issue, contact the appropriate emergency service or authority. Nothing in this policy limits statutory consumer or data-protection rights.