Complaints Procedure

Last updated: August 10, 2026

If you experience a technical problem, a billing issue with a university subscription, or any other problem with your account or the platform, please let us know using the process below.

1. How to Submit a Complaint

Send your complaint to info@edulane.io or use our Contact form, within a reasonable time and no later than 14 days after the issue occurred.

2. What to Include

To help us resolve your complaint quickly, please include:

• Your name or account username
• The email address associated with your account
• A description of the problem
• Any relevant order, application, or subscription reference

3. Response Time

We will respond to complaints within 14 calendar days of receipt. If we need more time to investigate, we will let you know and provide an expected resolution date.

4. Resolution

Where a complaint concerns a verified technical fault on our side that affected a paid subscription, we may extend the affected subscription period to compensate for the disruption, at our discretion.

5. Digital Services Already Delivered

Where a subscription or digital feature has already been fully activated and delivered with your consent, complaints requesting withdrawal or a refund on that basis alone are handled under our Payment & Billing Policy, and, to the extent permitted by applicable consumer protection law, may not be eligible for a refund.

6. Contact Us

For any complaint, reach us at info@edulane.io.