Complaints Procedure
How learners, parents and mentors raise complaints and how Edly responds
Version 1.0 · Effective 26 October 2026 · Audience: all users
Complaints Procedure
This procedure forms part of the Public Offer, the Terms of Use and the Refund Policy. Operator: Individual Entrepreneur Rahimov Feruz Furqat o'g'li, TIN 30212931010013 ("Edly").
1. Who can complain
1.1Any learner, parent, buyer, mentor, ambassador, partner or member of the public — about a Course, payment, refund, account, privacy, content, conduct or Edly's service.
2. How to complain
2.1Write to info@edly.uz or send a letter to the registered address in the Public Offer. Give your name, contact details, the payment reference (if any), the problem and the outcome you want.
2.2Child-safety reports are accepted anonymously too and are reviewed by a person within 24 hours.
3. Stages and time limits
| Stage | Time limit |
| Acknowledge the complaint | within 2 working days (child safety: 24 hours) |
| Substantive reply | within 10 working days, or the shorter period the law sets |
| If you disagree — review by the founder | ask within 14 days of the reply; decision within 10 working days |
| External routes | You always keep the right to apply to the consumer-protection authority or the court |
4. Remedies
4.1Apology, correction, access restored, refund under the Refund Policy, credit towards another Course, content removal, account reinstatement or a process change.
5. No retaliation and confidentiality
5.1No one who complains in good faith suffers any adverse action. Complaint data is used only to resolve the complaint and is kept under the Privacy Policy.
6. Records
6.1Edly keeps a complaints register (date, type, outcome, time taken), reviews it monthly and uses it to improve the service.