Complaints & Customer Support

1. How to Contact TCC

Complaints and support requests may be submitted through the TCC Contact page or by email to learntradingin21days@gmail.com.

2. Information to Include

Where relevant, please include:

• your name;
• contact email;
• relevant programme, service, cohort or session;
• date of registration, enrolment or transaction;
• a clear description of the issue; and
• the outcome or assistance you are requesting.

Do not send passwords, full payment-card numbers or unnecessary sensitive personal information.

3. Acknowledgement and Response Targets

TCC aims to acknowledge a formal complaint within two (2) business days.

TCC aims to resolve straightforward complaints within seven (7) calendar days after receiving enough information to investigate the matter. More complex matters may require additional time. Where reasonably practicable, TCC will communicate the status of the matter and any additional information required.

These are operational service targets and do not remove any faster or different response requirement that may apply under law.

4. Programme and Service Complaints

TCC may review relevant registration, enrolment, attendance, programme, communication and transaction records when investigating a complaint.

The applicable Programme Terms or Service Terms will be considered where the complaint concerns cancellation, transfer, cooling-off, refund, attendance, access, programme delivery or another service-specific matter.

TCC staff must not create an exception to published client terms unless the applicable terms expressly permit discretion or an authorised TCC decision-maker approves the exception.

5. Payments and Refunds

Where a complaint concerns a paid service, TCC will consider the applicable service-specific cancellation and refund terms together with mandatory consumer rights.

Approved refunds will be processed in accordance with the applicable Programme Terms or Service Terms. Actual crediting times may depend on the payment provider, bank or payment method.

6. Privacy Complaints

Privacy-related concerns should be identified as such and sent to learntradingin21days@gmail.com.

TCC may request reasonable identity verification before disclosing, correcting or changing personal information. Individuals retain the right to raise a complaint with the Philippine National Privacy Commission where applicable.

7. Intellectual Property, Recording and Conduct Concerns

Complaints involving unauthorised recording, screen capture, redistribution of protected TCC content, misuse of another participant's personal information, harassment or other serious conduct concerns may be escalated for prompt review.

TCC may take proportionate action under the applicable General Terms and Programme Terms where necessary to protect participants, staff, systems or TCC intellectual property.

8. Brokerage-Related Concerns

TCC is not a brokerage, introducing broker, broker affiliate or broker client-acquisition channel. TCC does not receive brokerage commissions, trading rebates or broker referral payments and does not share participant information with brokerages for marketing, account opening or client acquisition.

If a participant independently deals with a brokerage, complaints about that brokerage's own services, account opening, execution, withdrawals, platform or data handling should normally be directed to the brokerage and, where appropriate, the relevant regulator. TCC may explain its own educational role but does not act as the brokerage's complaints handler.

9. Escalation and Internal Review

If a participant believes a complaint has not been adequately addressed, they may request further internal review through the same support channel. TCC may assign a different authorised person to review the matter where reasonably practicable.

Using TCC's internal complaint process does not remove any external right or remedy that remains available under Philippine law.

10. Records and Privacy

TCC may retain complaint and support records where reasonably necessary for service administration, dispute resolution, legal protection, quality improvement and compliance. Personal information is handled in accordance with the TCC Privacy Notice.

11. Contact