Complaints and Dispute Resolution Policy
Last updated: July 25, 2026
This policy explains how students, parents, guardians, teachers, and users can submit complaints about lessons, teachers, billing, safety, privacy, access, materials, or support.
AlpacaLingua aims to review complaints fairly, use relevant records, and respond through the appropriate support channel.
1. How to Submit a Complaint
A complaint should include the account email, student name if relevant, lesson or payment details, teacher name if known, screenshots or messages when useful, a clear description of the issue, and the outcome requested.
2. Complaint Categories
Complaints may relate to lesson quality, scheduling, teacher conduct, student conduct, billing, refunds, subscription cancellation, technical access, homework, materials, recordings, accessibility, privacy, safety, or platform misuse.
3. Review Process
AlpacaLingua may review account records, lesson history, booking information, messages, teacher notes, payment logs, support records, and recordings where available and permitted. AlpacaLingua may ask for more information before deciding.
4. Possible Outcomes
Possible outcomes may include an explanation, correction, apology, teacher change, rescheduled lesson, lesson credit, refund review, account restriction, policy reminder, escalation, or no action if records do not support the complaint.
5. Escalation and Timing
Support may escalate serious safety, privacy, payment, or conduct matters to a senior team member. Response times may depend on complexity, availability of records, and whether third-party providers are involved.
6. Confidentiality and Non-Retaliation
AlpacaLingua will try to protect confidentiality where practical. Retaliation against a person who raises a good-faith complaint or safety concern is not allowed.
7. Legal Review Items
Any future arbitration clause, class-action waiver, governing law, jurisdiction, or aggressive liability limitation language should be reviewed by qualified legal counsel before publication.