Insula LLC
a California limited liability company doing business as Imcy
California Secretary of State file no. B20260266445
4653 Carmel Mountain Rd, Ste 308 PMB 1106, San Diego, California 92130-6650, USA
support@imcy.world

COMPLAINTS PROCEDURE

Who handles which complaint, how quickly, and how to escalate

Version. Draft 2 · November 7, 2026 (Intro renamed: Matching Service and Intro Call)

Effective date. 10 November 2026. Last updated. 10 November 2026.

Related documents. 1.1 Client Platform Terms (article 12); 1.12 Child Safeguarding Statement; Coach Agency and License Agreement v7 (clause 12.10)

Article 1 Session and coaching complaints

Article 2 Booking, payment and administration complaints

Article 3 Safety concerns

Article 4 Response times

Article 5 Escalation

Article 6 Complaints log

AT A GLANCE
About a session or the coaching: your Coach first.
About booking, payment, refunds, the Matching Service or Imcy's service: support@imcy.world.
About a child's safety or a Coach's conduct towards a child: safeguarding@imcy.world, straight away.
Emergency: call your local emergency number, not Imcy.

1. SESSION AND COACHING COMPLAINTS

1.1 Coach first. Complaints about a Coaching Session or an Intro Call, such as its content, quality or the Coach's manner, go first to the Coach, by the Coach's email or WhatsApp. The Coach is the provider and is responsible for resolving them.

1.2 Supervisor review. If you are not satisfied with the Coach's answer, or the complaint concerns the professional quality or safety of Sessions, write to support@imcy.world. Imcy refers it to the Supervisor, an independent qualified coach engaged by Imcy as a contractor. The Supervisor may contact you directly and handles any information about your Child under the Supervisor's own privacy notice. Imcy receives only the Supervisor's reasoned conclusion, without details about your Child.

1.3 Outcome. Imcy tells you the outcome and any action taken, such as a refund under the 1.2 policy, a move to another Coach, or action under the Coach's agreement with Imcy.

2. BOOKING, PAYMENT AND ADMINISTRATION COMPLAINTS

2.1 To Imcy. Complaints about booking, payments, refunds, the Matching Service, the website, privacy or Imcy's staff go to support@imcy.world.

2.2 What to include. Your name, booking email, the date of the booking or payment, and what went wrong. Please do not include information about your Child.

3. SAFETY CONCERNS

3.1 Straight to the Safeguarding Lead. Any concern about a child's safety, or about a Coach's conduct towards a child, goes directly to Imcy's Safeguarding Lead, Ekaterina Shutenko, at safeguarding@imcy.world. Describe the Coach's conduct without details about your Child.

3.2 Immediate danger. If a child or anyone else is in immediate danger, call your local emergency number now: 911 in the US and Canada, 112 in the EU, 999 in the UK, 000 in Australia. In the US or Canada you can also call or text 988.

3.3 Authorities. You may also report a concern directly to the child-protection authority or the police at any time. See the 1.12 Child Safeguarding Statement.

4. RESPONSE TIMES

Complaint	Acknowledged	Answered
To the Coach about a Session	Within 2 business days	Within 5 business days
To Imcy about booking, payment or the Matching Service	Within 2 business days	Within 10 business days
Supervisor review	Within 2 business days of referral	Within 20 business days of referral
Safeguarding concern	Within 1 business day	Action at once where a child may be at risk; reply within 2 business days
Privacy complaint	Within 10 business days	Within the times in the 1.15 Data Request Form

4.1 Delays. If a complaint needs more time, we tell you why and when you will hear from us.

5. ESCALATION

5.1 Final response. If you are not satisfied, ask for a final response from Imcy's founder at support@imcy.world. Imcy replies within 10 business days.

5.2 Mediation. Either side may propose mediation by a neutral mediator, such as JAMS, before any formal claim. Imcy pays the mediator's fees for a consumer complaint.

5.3 Arbitration and courts. Disputes that remain are resolved as set out in article 12 of the 1.1 Client Platform Terms: individual arbitration for US clients (unless they opted out) and, for clients elsewhere, the courts and mandatory consumer laws of their country.

5.4 EU and UK. The EU Online Dispute Resolution platform closed in July 2025. Imcy is not a member of an alternative dispute resolution scheme. Consumers may also contact a consumer centre in their country, such as the European Consumer Centres Network or Citizens Advice in the UK.

5.5 California. California residents may contact the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs, 1625 North Market Blvd., Suite N 112, Sacramento, CA 95834, (916) 445-1254 or (800) 952-5210.

5.6 Australia. Australian clients may contact the consumer affairs or fair trading agency in their state or territory.

6. COMPLAINTS LOG

6.1 What Imcy records. Imcy logs every complaint it receives: date, client name and booking email, Coach concerned, category, steps taken, outcome and dates. Safeguarding records are kept separately under the Safeguarding Policy.

6.2 No child data. The log never contains a child's name or any information about a child.

6.3 Review. Imcy reviews the log every 3 months to spot patterns and improve its service, and keeps entries for 4 years after a complaint is closed.

Complaints Procedure