Complaints and Dispute Resolution Policy
GHOSTBOND Academy — Complaints and Dispute Resolution Policy
Version 1.0 | Issued: 6 September 2026 | Effective from: 6 September 2026
This Policy forms part of the GHOSTBOND Academy Terms and Conditions.
1. Our Approach
1.1 We would rather fix a problem than argue about it. Most complaints are resolved at first contact.
1.2 This Policy explains how to complain, what we will do, and what to do if you remain dissatisfied.
1.3 Nothing in this Policy prevents you from exercising any statutory right or from going to court.
2. How to Complain
2.1 Stage 1 — contact us. Email hello@ghostbondacademy.com, telephone +353 53 91 78582 (Ireland) or +1 813 788 7468 (United States), or write to either address at clause 9, with:
- your name and the email address on your account;
- your order number, and the course or event concerned;
- what has gone wrong and when; and
- what outcome you are seeking.
2.2 We will acknowledge within 2 business days and give you a reference.
2.3 We aim to resolve at Stage 1 within 10 business days. If we need longer, we will tell you why and give a revised date.
3. Stage 2 — Escalation
3.1 If you are not satisfied with the Stage 1 outcome, ask for the matter to be escalated, or email hello@ghostbondacademy.com quoting your reference.
3.2 A senior manager not involved in the original decision will review the matter.
3.3 We will respond within 20 business days with a final written response setting out our decision, the reasons for it, and any offer made.
4. Specialist Routes
Some matters have their own procedure. Use these where they apply:
| Subject | Route |
|---|---|
| Refunds and cancellations | Refund and Cancellation Policy, clause 14 |
| Content removal, suspension or account termination | Acceptable Use and Community Guidelines, clause 6 |
| Copyright or trade mark | Intellectual Property and Anti-Piracy Policy, clause 6 |
| Certification decisions and revocation | Certification Policy, clauses 9.2 and 9.3 |
| Privacy and data protection | Privacy and Data Collection Policy, clause 12 |
| Accessibility | Accessibility Statement, clause 7 |
| Adverse product reaction or safety incident | hello@ghostbondacademy.com — treated as urgent, acknowledged same business day |
5. Urgent Matters
5.1 Reports of injury, adverse reaction, product safety concern or a risk to any person are treated as urgent, acknowledged on the same business day, and escalated immediately.
5.2 If you believe you or someone else needs medical attention, seek it first and tell us afterwards.
6. If You Are Still Not Satisfied
6.1 Consumers in Ireland and the EEA
- You may seek advice from the Competition and Consumer Protection Commission (Ireland) at ccpc.ie, or from the European Consumer Centre in your Member State via eccireland.ie or the ECC-Net.
- You may refer the dispute to a certified alternative dispute resolution (ADR) body. The European Commission maintains a list of certified dispute resolution bodies in EU Member States, Norway and Iceland.
- Note: the European Online Dispute Resolution (ODR) platform was discontinued on 20 July 2025 under Regulation (EU) 2024/3228 and is no longer available. Any reference to it elsewhere should be disregarded.
- We are not currently a member of, and are not obliged to use, an alternative dispute resolution scheme. We will nonetheless consider any ADR proposal on its merits.
6.2 Consumers in the United Kingdom
You may seek advice from Citizens Advice or the Chartered Trading Standards Institute.
6.3 Customers in the United States
We do not require you to arbitrate. If we cannot resolve your complaint through the procedure above, you may bring proceedings in accordance with clause 27.2 of the Terms and Conditions, including in small claims court where your claim qualifies.
6.4 All customers
Nothing in this Policy prevents you from bringing proceedings in a court of competent jurisdiction as set out in clause 27 of the Terms and Conditions.
7. Payment Disputes and Chargebacks
7.1 If your complaint concerns a payment, please raise it with us before initiating a chargeback. We can usually resolve it faster.
7.2 Clause 8.4 of the Terms and Conditions applies to chargebacks. Your right to dispute an unauthorised transaction with your payment provider is unaffected.
8. Records and Learning
8.1 Complaint records are retained for 3 years from closure, in accordance with the Privacy and Data Collection Policy.
8.2 Complaints are reviewed quarterly to identify recurring issues and improve our courses, platform and service.
9. Contact
Stage 1: hello@ghostbondacademy.com Stage 2 escalation: hello@ghostbondacademy.com Urgent safety: hello@ghostbondacademy.com
Complaints may be sent by email, by telephone, or in writing to either address below.
Ireland Professional Hair Products Limited Registered in Ireland, company registration number 497664 Registered office and place of business: Scientific Cosmetix Business Park, Whitemill Industrial Estate, Wexford, Y35 X0TK, Ireland Telephone: +353 53 91 78582
United States Scientific Cosmetix LLC A Florida limited liability company, Florida document number L21000294469 Registered office and place of business: 3795 Correia Drive, Zephyrhills, Florida 33542, United States Telephone: +1 813 788 7468