Complaints & Support Policy

ALTIVOR INSTITUTE provides technical and administrative support to users in respect of the following matters:

• technical issues affecting access to the Platform or its components
• account-related queries, including registration, login and account management
• operational questions regarding Platform tools, features and functionality
• queries relating to the purchase of services or access tiers
• general clarifications regarding the operation of programmes and features

Support does not extend to, and ALTIVOR INSTITUTE will not provide, investment advice, trading recommendations, market analysis or any form of personalised financial guidance.

The primary channel for all support requests and complaints is electronic communication:

ALTIVOR INSTITUTE may introduce additional communication channels at its discretion. Users will be notified of any such additions through the Platform.

Support is provided during standard business hours, Monday through Friday. Enquiries received outside business hours will be queued and addressed in order of receipt on the next available business day.

ALTIVOR INSTITUTE does not guarantee support availability on public holidays or during periods of scheduled maintenance. In the event of extended unavailability, notification will be published on the Platform where reasonably practicable.

ALTIVOR INSTITUTE endeavours to acknowledge all support requests and complaints within a reasonable timeframe. Standard acknowledgement is targeted within:

• General support enquiries: within 13 business days
• Formal complaints: acknowledgement within 3 business days of receipt

Response times may be extended during periods of elevated demand or where additional investigation is required. Users will be notified of any material delay in handling their specific request.

Formal complaints must be submitted electronically to contact@altivor.institute and should include the following information:

• the user's full name and registered email address
• a clear and detailed description of the issue or event giving rise to the complaint
• the date or date range on which the relevant issue occurred
• the relevant order or transaction reference number, where applicable
• any supporting documentation, screenshots or records that may assist investigation

Complaints that do not include sufficient information to enable investigation may be returned to the user for supplementation. Failure to provide requested information may delay or preclude resolution.

The complaints procedure applies to matters including:

• technical malfunctions or errors within the Platform
• disruption to or denial of access to purchased services
• billing errors or incorrect application of charges
• incorrect or unexpected behaviour of Platform features or tools

The complaints procedure does not apply to:

• trading results, performance outcomes or programme evaluation decisions
• outcomes arising from the user's own trading or investment activity
• dissatisfaction with educational content or methodological approaches
• matters governed exclusively by the Refund Policy

Upon receipt of a formal complaint, ALTIVOR INSTITUTE will:

• acknowledge receipt and assign a reference to the complaint
• conduct a fair, impartial and thorough investigation of the reported issue
• review available system data, logs and records relevant to the complaint
• assess the matter in accordance with the Terms & Conditions and applicable policies
• contact the user if additional information or clarification is required

All complaints are treated in confidence. Information relating to complaints will not be shared with third parties except where required by law or necessary for resolution.

ALTIVOR INSTITUTE aims to resolve formal complaints within the following indicative timeframes:

• Standard complaints: within 14 business days of receipt of complete information
• Complex complaints: within 30 business days where extended investigation is required

Where a complaint cannot be resolved within the standard timeframe, the user will be notified of the reason for the delay and provided with an estimated resolution date.

Following completion of the investigation, the user will receive a written response setting out:

• Upheld: the complaint is accepted in full and an appropriate remedy will be applied
• Partially upheld: the complaint is accepted in part, with explanation of the accepted and rejected elements
• Not upheld: the complaint is rejected, with reasons provided to the extent permissible

The outcome communication will include sufficient reasoning to enable the user to understand the basis of the decision. Certain information may be withheld where disclosure would be inappropriate or where it concerns third-party data.

Where a complaint is upheld, ALTIVOR INSTITUTE may, depending on the nature of the matter, apply one or more of the following remedies:

• resolution of the identified technical issue or malfunction
• restoration of access to services affected by the error
• correction of any billing discrepancy or erroneous charge
• extension of a service period affected by verified downtime
• such other action as is reasonable and proportionate to the circumstances

Remedies are applied at the discretion of ALTIVOR INSTITUTE and are determined on a case-by-case basis.

ALTIVOR INSTITUTE's liability in connection with any complaint or support matter is limited as set out in the Terms & Conditions. Specifically, ALTIVOR INSTITUTE accepts no responsibility for issues arising from:

• misuse of the Platform or non-compliance with its terms and policies
• the user's own technical infrastructure, hardware, software or connectivity
• the actions or omissions of third-party service providers
• events of force majeure or circumstances outside ALTIVOR INSTITUTE's reasonable control

ALTIVOR INSTITUTE may contact the user during the course of an investigation for the following purposes:

• to request supplementary information or clarification
• to confirm the user's identity or account details
• to provide progress updates on complex or extended investigations
• to communicate the outcome and any applicable remedy

Users are required to respond promptly to such requests. Failure to respond within a reasonable period may result in the complaint being closed pending reactivation upon receipt of the requested information.

ALTIVOR INSTITUTE reserves the right to limit or refuse support services in the following circumstances:

• repeated submission of complaints that have already been investigated and resolved
• submission of complaints that are manifestly unfounded or made in bad faith
• communications that are abusive, threatening, harassing or offensive in nature
• conduct that constitutes a deliberate misuse of the support infrastructure

In cases of serious abuse, ALTIVOR INSTITUTE reserves the right to escalate the matter in accordance with the Acceptable Use Policy and, where warranted, take legal action.

ALTIVOR INSTITUTE is committed to resolving all disputes and complaints in a constructive and amicable manner. Users are encouraged to engage with the support process in good faith before pursuing any formal legal remedy.

Where a matter cannot be resolved through the internal complaints procedure, users retain their right to seek resolution through applicable legal channels in their jurisdiction.

ALTIVOR INSTITUTE reserves the right to amend this Policy at any time in response to organisational, operational or legal changes. Amended versions will be published on the Platform and will take effect upon publication. Continued use of the Platform following any amendment constitutes acceptance of the revised Policy.