Initial Support Contact

In the event that you (“User”) experience any issues, disputes, or dissatisfaction regarding services provided through InsightEd (“Platform”), we strongly encourage you to first contact our Customer Support team at support@insighted.com. Our support representatives will make every reasonable effort to respond within 10 business days and resolve your concern promptly and amicably.

Types of Disputes Subject to This Policy

This policy applies to disputes concerning payments, session quality, mentor behavior, platform functionality, and any other issues arising from the use of InsightEd’s services. This list is non-exhaustive and may include other service-related concerns as deemed relevant by the Platform.

Internal Review

If the initial support process does not adequately address your dispute, you may request an internal review within 30 calendar days of the incident. During this review process, both parties are expected to act in good faith, provide any requested information or evidence, and collaborate towards a resolution. The Platform will strive to complete its internal review and provide a final decision or proposed solution within 7 days of receiving all necessary information.

Mediation

If you remain unsatisfied with the outcome of the internal review, either party may propose mediation. Mediation is a non-binding, voluntary process facilitated by a neutral third party who assists in reaching a mutually agreeable resolution. Any dispute will be submitted to the Hong Kong Mediation Centre for mediation, conducted in accordance with its Mediation Rules. Costs of mediation shall be split equally between the parties unless the mediator determines otherwise. Use of mediation does not waive any statutory consumer protection rights under applicable local laws.

Arbitration

If mediation fails or if either party chooses to forgo mediation, then any remaining dispute shall be submitted to final and binding arbitration administered by the Hong Kong International Arbitration Centre (HKIAC) under its Administered Arbitration Rules. Unless otherwise agreed, arbitration shall be conducted in English, and costs and fees shall be allocated in accordance with the arbitrator’s decision.

Governing Law

This agreement and any dispute arising hereunder shall be governed by and construed in accordance with the laws of Hong Kong SAR, without regard to its conflict of laws principles. If you reside in a jurisdiction with mandatory consumer protection laws, nothing in this agreement shall limit your legal rights under those local laws. Certain provisions may not apply where prohibited.

No Class Actions or Consolidated Proceedings

To the fullest extent permissible by law, all disputes shall be resolved on an individual basis. Neither you nor the Platform will be entitled to join or consolidate claims by or against other users or arbitrate any claim as a representative or class action. This limitation may not apply in jurisdictions where class action waivers are unenforceable.

Good Faith Effort

Both you and the Platform agree to make every reasonable effort to resolve disputes in a fair and timely manner. By agreeing to these terms, you acknowledge the importance of first attempting resolution through our internal support channels prior to seeking mediation, arbitration, or legal remedies.