Customer Support

Something not working, or a question about your account? Here is how to reach us, how quickly you will hear back, and what to do if you are still not happy.

• How to reach us
• Response times
• What support covers
• What it does not cover
• Account and billing
• Making a complaint
• If we cannot agree

1. How to reach us

Email [support email address] for anything to do with access, billing, technical problems or course content. Enrolled members can also ask in the private member community, where other members and we can help.

Include your name, the email you enrolled with, and where in the course the problem happens. A screenshot usually saves a round trip.

2. Hours and response times

We are open Monday to Friday, 9am to 5pm UK time, excluding English public holidays. Messages arriving outside those hours are picked up the next working day.

• Cannot access the course at all - first response within 1 working day, and we prioritise it until you are back in
• Billing, refunds and cancellations - acknowledged within 1 working day, resolved within 5 working days
• Course content questions - within 2 working days
• Everything else - within 3 working days

These are targets, not guarantees, but we take them seriously.

3. What support covers

• getting you and your seats logged in and working
• replacing broken links, downloads and templates
• clarifying anything taught in the course
• choosing the right licence tier, and upgrading if you outgrow it
• billing, invoices, VAT receipts, renewals and cancellations

4. What it does not cover

Support is not consultancy. We cannot configure your systems, write your prompts, audit your data or make decisions for your business through the support channel. If you want hands-on help, book a call and we will talk about what that looks like.

We also cannot help with faults in third-party tools you use alongside the course. We will point you at the right vendor.

5. Account and billing

To add seats, change the billing contact, request a VAT invoice or update payment details, email us and we will handle it. Cancellations and refunds are covered by the cancellation policy and the refund policy.

6. Making a complaint

If something has gone wrong, tell us. Email [support email address] with "Complaint" in the subject line.

1. We acknowledge your complaint within 2 working days.
2. We investigate and give you a full written response within 10 working days. If we need longer, we tell you why and when to expect an answer.
3. If you are not satisfied, reply and ask for it to be escalated. It will be reviewed by someone who was not involved first time round, with a final response within a further 10 working days.

7. If we still cannot agree

If you are a consumer and we cannot resolve things between us, you may be able to use an alternative dispute resolution scheme. We will tell you in our final response whether we are willing to take part and which body to approach. Using ADR does not affect your right to go to court.

Nothing here limits your legal rights. See the terms of service for governing law and jurisdiction.