BoostMyGrade Complaints Policy

At BoostMyGrade, we are committed to providing high-quality academic support and tutoring services. We recognize, however, that there may be occasions when our service does not meet your expectations. We value your feedback and see complaints as an opportunity to review and improve our internal processes.

This policy outlines how you can lodge a formal complaint and what you can expect from us during the resolution process.

1. Our Commitment

We aim to handle all complaints:

• Fairly: Without bias or prejudice.
• Confidentiality: In accordance with our Privacy Policy.
• Promptly: Adhering to the timelines outlined below.
• Transparently: Keeping you informed at every stage.

2. What Constitutes a Complaint?

A complaint is an expression of dissatisfaction regarding:

• The quality of a tutoring session or academic assistance provided.
• Failure to meet agreed-upon deadlines.
• Professionalism or conduct of a tutor or staff member.
• Billing or administrative errors.
• Technical issues with the BoostMyGrade platform.

3. How to Lodge a Complaint

To ensure your concern is handled by the appropriate department, please follow our formal procedure:

• Step 1: Contact our Support Team via the Live Chat on our website for immediate/minor issues.
• Step 2 (Formal Complaint): If the issue remains unresolved, please email support@boostmygrades.com with the subject line: “Formal Complaint – [Your Order Number/Account Name].”

Please include:

1. Your full name and account ID.
2. The specific order or service ID.
3. A detailed description of the issue.
4. Any supporting evidence (screenshots, feedback logs, etc.).
5. Your desired outcome (e.g., credit, refund, or a change of tutor).

4. The Investigation Process

Once a formal complaint is received, it follows our internal Quality Assurance (QA) workflow:

1. Acknowledgment: You will receive an acknowledgment of your complaint within 24–48 hours.
2. Internal Review: Our Quality Assurance Manager will review the communication logs, project requirements, and tutor performance.
3. Communication: We may contact you for further clarification if necessary.
4. Resolution: We aim to provide a final resolution within 7 business days. Complex cases involving extensive technical reviews may take up to 14 business days.

5. Potential Outcomes

Based on the findings of our investigation, resolutions may include:

• A full or partial refund to your original payment method.
• Account credit for future services.
• Re-assignment of your task to a different expert at no additional cost.
• A formal apology and corrective action within our internal team.

Note: For issues regarding academic quality, our QA team evaluates the work against the original instructions provided at the time of the order.

6. Appeals

If you are not satisfied with the resolution provided by the Support Team, you may request an Executive Review. Your case will be escalated to a Senior Manager who has not been previously involved in the dispute. Their decision will be final.

7. Continuous Improvement

Complaints are reviewed monthly by our management team to identify patterns. We use this data to update our “Expert Vetting Process” and improve the user experience on BoostMyGrade.com.

8. Contact Information

For any questions regarding this policy, please contact:
Email: support@boostmygrades.com