1. PURPOSE
WP Kicker LLC ("us," "we," or "Company") is committed to providing a high-quality experience for all users. This Complaints Policy ("Policy") sets out how we handle complaints submitted by users, members, or any third party regarding our products, services, or content. We take all complaints seriously and are dedicated to resolving them in a fair, timely, and transparent manner.
2. HOW TO SUBMIT A COMPLAINT
Complaints may be submitted through any of the following channels:
• Email: support@vm-lessons.com
• Phone: 1-833-221-2288
• Customer Service: Contact Form
When submitting a complaint, please provide your name, contact information, a clear description of your complaint, and any relevant supporting information or evidence. This helps us investigate and resolve your complaint as efficiently as possible.
3. COMPLAINT RESOLUTION
3.1. ACKNOWLEDGEMENT. Upon receipt of a complaint, we will acknowledge it promptly.
3.2. RESOLUTION TIMEFRAME. All reported complaints will be reviewed and resolved within 5 business days of receipt. If additional time is required due to the complexity of the matter, we will notify you of the expected resolution timeline.
3.3. INVESTIGATION. We will conduct a thorough and impartial investigation of each complaint. Where necessary, we may contact you for additional information to assist in our review.
4. ILLEGAL OR NON-COMPLIANT CONTENT
We have a zero-tolerance policy toward illegal or non-compliant content. In the event that a complaint contains or references credible evidence of illegal, harmful, or otherwise non-compliant content on our platform:
• The content in question will be removed immediately upon substantiation of the evidence, and no later than upon completion of our review.
• We will cooperate fully with any applicable regulatory authorities or law enforcement agencies as required by law.
• We will notify the complainant of the action taken, to the extent permitted by law.
5. ESCALATION AND APPEALS
5.1. INTERNAL ESCALATION. If you are not satisfied with the outcome of your complaint, you may request that it be escalated for further review by a senior member of our team. Escalation requests should be submitted in writing to support@vm-lessons.com with the subject line "Complaint Escalation." We will respond to escalation requests within 5 business days.
5.2. NEUTRAL DISPUTE RESOLUTION. If a disagreement remains unresolved following the internal escalation process described in Section 5.1, either party may refer the matter to a neutral, independent mediator or arbitrator agreed upon by both parties. In the event the parties cannot agree on a neutral body, one shall be appointed in accordance with the mediation or arbitration rules of a recognised dispute resolution organisation. All costs and fees of the neutral dispute resolution process shall be borne entirely by the Company. The outcome of such proceedings shall be final and binding to the extent permitted by applicable law.
5.3. LEGAL RECOURSE. Nothing in this Section limits your right to seek recourse through applicable regulatory authorities or courts of competent jurisdiction.
6. CONFIDENTIALITY
All complaints will be handled in strict confidence. Personal information provided as part of a complaint will be used solely for the purpose of investigating and resolving the complaint, in accordance with our Privacy Policy.
7. POLICY UPDATES
We may update this Complaints Policy from time to time. Any changes will be posted on this page with an updated modification date. Continued use of our site or services following any such changes constitutes your acceptance of the updated policy.
If you have any questions regarding this Policy, please contact us at support@vm-lessons.com.