User Feedback and Dispute Resolution Policy

Effective Date: 20.11.2024

At Lustra, we value your feedback and aim to create the best possible experience for our users. This User Feedback and Dispute Resolution Policy outlines how you can share your feedback, report issues, and resolve disputes regarding our platform and services. We are committed to addressing your concerns in a fair, transparent, and timely manner.

We welcome your feedback! Whether you have a suggestion, question, or issue with the platform, your input helps us improve the quality of our services. Here’s how you can provide feedback:

1. Email: You can send feedback, suggestions, or concerns directly to us.
2. Feedback Forms: Occasionally, we may provide feedback forms through the platform for you to share your experience or suggestions.
3. Surveys: We may also ask for your feedback through surveys or polls to help improve our content and services.

We aim to address all feedback thoughtfully and use it to enhance the overall user experience.

2. Reporting Problems or Issues

If you experience any technical issues or encounter content that is inaccurate or problematic, please let us know as soon as possible. We take all reports seriously and work quickly to resolve any issues.

To report an issue, please provide as much detail as possible, including:

1. A clear description of the issue.
2. The specific page, feature, or course content where the problem occurred.
3. Steps you took that led to the problem (if applicable).

3. Dispute Resolution Process

In the event that you are dissatisfied with any aspect of our services, we encourage you to follow the steps outlined below to resolve the issue in a fair and efficient manner.

If you have a concern or dispute, we recommend trying to resolve it informally first by contacting our support team. Our team is committed to addressing your concerns as quickly as possible.

When submitting a dispute or complaint, please provide:

1. A clear explanation of the issue or disagreement.
2. Any supporting evidence or documentation (if applicable).
3. What you would consider a satisfactory resolution.

If the issue cannot be resolved informally, we may suggest a mediation process. Mediation involves both parties discussing the issue with a neutral third-party mediator to help reach an agreement. This process is voluntary, and both parties must agree to participate.

If mediation fails to resolve the dispute, you have the option to escalate the matter by taking legal action. However, we encourage all users to explore all available resolutions before considering this option.

4. Modifications to This Policy

We reserve the right to update or change this User Feedback and Dispute Resolution Policy at any time. Any changes will be posted on this page, and the updated version will include a revised "Effective Date." We encourage you to review this policy periodically for any updates or changes.