Receiving and resolving complaints

We are always ready to receive and resolve any feedback, request or complaint from users regarding the service on the English RankUp platform.

1. Intake channels

• Support email: [email protected].
• The Contact page on the website.

2. Information to provide

For faster support, please provide: your email or account name, order code (if payment-related), a description of the issue, and your desired resolution.

3. Process & resolution timeline

• We receive and acknowledge within 72 hours of getting your report.
• We review, verify and respond with a resolution within 7–15 business days, depending on complexity.
• If more time is needed, we will notify you and keep you updated on progress.
• Support tools and measures: intake and tracking via email and your account; reconciliation with the payment gateway for payment-related complaints; a full record of the exchange is kept to ensure transparency during handling.

4. Resolution principles

We resolve issues in good faith, respecting users' lawful rights and complying with consumer-protection law. If the two sides cannot reach an agreement, the matter may be brought to the competent authority or organisation for resolution as prescribed.

5. Contact information

Complaints are received and resolved by the operator of the English RankUp platform. Please send complaints to [email protected] or via the Contact page on the website; the operator's identity details are published at the bottom of every page.