Complaints and Dispute Resolution Policy
Last updated: July 27, 2026
This policy explains how Students, parents, legal guardians, Teachers, and users can submit complaints about lessons, Teachers, billing, safety, privacy, access, materials, or support. AlpacaLingua is operated by UnixBox Corp, a New York corporation doing business as AlpacaLingua.
AlpacaLingua reviews complaints fairly, uses relevant records, and responds through the appropriate support channel.
1. How to Submit a Complaint
Send your complaint to support@alpacalingua.com from the account email. Include the 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 you are requesting.
Anonymous complaints are accepted. Without contact information, AlpacaLingua may be limited in what it can investigate.
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. Response Timelines
Standard acknowledgement: within 2 business days.
Standard response with a decision or update: within 10 business days. Complex cases may take longer, and AlpacaLingua will keep you informed.
Safety complaint initial review: within 24 hours.
4. 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.
5. Possible Outcomes
Possible outcomes include an explanation, correction, apology, Teacher change, rescheduled lesson, lesson credit, refund review under the Refund Policy, account restriction, policy reminder, escalation to a senior team member, or no action if the records do not support the complaint.
6. Temporary Protective Action
AlpacaLingua may temporarily restrict or suspend a Teacher pending review when a complaint is supported by credible information or when temporary action is reasonably necessary to protect a Student. A temporary suspension is not a final finding of wrongdoing. Details are in the Safeguarding Policy.
7. Appeal
The person who filed the complaint or the subject of the complaint may request one appeal of the decision by replying to the support thread within 14 days of the decision. The appeal is reviewed by a team member who was not involved in the original decision. The appeal decision is final.
8. Confidentiality and Non-Retaliation
AlpacaLingua tries to protect confidentiality where practical. Retaliation against a person who raises a good-faith complaint or safety concern is not allowed.
9. Governing Law and Jurisdiction
This policy and the Terms of Use are governed by the laws of the State of New York, without regard to conflict-of-laws principles. Any dispute is brought exclusively in the state or federal courts of competent jurisdiction located in the State of New York.
10. Contact
UnixBox Corp d/b/a AlpacaLingua, 173 28 Avenue, Brooklyn, NY 11214, United States. Phone: +1 (609) 488-9304. Email: support@alpacalingua.com.