Complaints Policy

COMPLAINTS POLICY
Astralway
Operated by Beauty & Wellbeing Education Ltd
Effective Date: 21 September 2026
Last Updated: 21 September 2026
Version: 1.0

1. OUR APPROACH
1.1 Beauty & Wellbeing Education Ltd (“we”, “us”, “our” or the “Company”) wants users of Astralway to receive a fair, reliable and transparent service.
1.2 We recognise that things can sometimes go wrong.
1.3 If you are dissatisfied with Astralway, we encourage you to contact us so that we can understand the problem and, where appropriate, try to resolve it.
1.4 Complaints are also a useful source of feedback and may help us identify improvements to our services.

2. ABOUT US
2.1 Astralway is operated by:
Beauty & Wellbeing Education Ltd
Company number: 14736945
Registered address:
4th Floor Silverstream House
45 Fitzroy Street
London
W1T 6EB
United Kingdom

3. SCOPE
3.1 This Policy applies to complaints concerning Astralway, including complaints relating to:
(a) Accounts;
(b) subscriptions;
(c) payments;
(d) personalised reports;
(e) forecasts;
(f) chart functionality;
(g) Ask Astralway;
(h) AI-generated or automated content;
(i) journal functionality;
(j) technical problems;
(k) accessibility;
(l) customer support;
(m) refunds or cancellations;
(n) treatment of users;
(o) content;
(p) privacy concerns, subject also to section 16;
(q) future Marketplace services, subject to section 20; and
(r) other aspects of the Astralway service.

4. WHAT IS A COMPLAINT?
4.1 A complaint is an expression of dissatisfaction about Astralway or the way in which we have provided or handled a service.
4.2 You do not need to use the word “complaint” for us to recognise that you are making one.
4.3 Routine requests for information, technical assistance or Account support may initially be handled as ordinary customer-support enquiries.
4.4 If an issue cannot be resolved through ordinary support, or you make clear that you are dissatisfied with our response, it may be handled as a complaint.

5. HOW TO MAKE A COMPLAINT
5.1 Complaints about Astralway should normally be sent to:
support@ljwellbeing.co.uk
5.2 Please include “Complaint” in the subject line where possible.
5.3 You may also write to:
Beauty & Wellbeing Education Ltd
4th Floor Silverstream House
45 Fitzroy Street
London
W1T 6EB
United Kingdom
5.4 If an accessibility barrier prevents you from using the usual complaint route, please contact us using an available method and explain what assistance you require.

6. INFORMATION TO PROVIDE
6.1 Providing relevant information can help us investigate your complaint more efficiently.
6.2 Where applicable, please provide:
(a) your name;
(b) the email address associated with your Astralway Account;
(c) a description of what happened;
(d) when it happened;
(e) the page, feature, report or service involved;
(f) an order or transaction reference where relevant;
(g) screenshots where useful;
(h) any previous correspondence about the issue; and
(i) what you would like us to do to resolve the matter.
6.3 Please do not send passwords, payment-card security codes or other credentials.

7. ACKNOWLEDGEMENT
7.1 We aim to acknowledge complaints within five working days of receipt.
7.2 An acknowledgement does not mean that the complaint has already been investigated or accepted.
7.3 Where appropriate, we may ask for additional information before completing our investigation.

8. INVESTIGATION
8.1 Complaints will be considered fairly and proportionately.
8.2 Depending upon the nature of the complaint, we may:
(a) review relevant correspondence;
(b) review Account information;
(c) review transaction records;
(d) examine relevant technical information;
(e) review system logs;
(f) investigate report generation;
(g) investigate AI output;
(h) review applicable policies;
(i) consult a developer or service provider;
(j) investigate accessibility functionality; or
(k) take other reasonable steps necessary to understand the issue.
8.3 We will aim to access only information reasonably necessary to investigate the complaint.

9. RESPONSE TIME
9.1 We aim to provide a substantive response to an ordinary complaint within 20 working days of receiving sufficient information to investigate it.
9.2 Some complaints may take longer because they are:
(a) technically complex;
(b) dependent upon information from a third-party provider;
(c) connected with a security investigation;
(d) connected with a data-protection investigation;
(e) particularly complex; or
(f) affected by circumstances outside our reasonable control.
9.3 If we reasonably expect a material delay, we will aim to tell you and provide an update where appropriate.
9.4 These internal service targets do not replace any shorter period required by applicable law.

10. POSSIBLE OUTCOMES
10.1 Depending upon the circumstances, the outcome of a complaint may include:
(a) an explanation;
(b) technical assistance;
(c) correction of an Account or service issue;
(d) restoration of access;
(e) regeneration of digital content where appropriate;
(f) correction of a billing problem;
(g) a refund where appropriate;
(h) an accessibility adjustment;
(i) correction or removal of content;
(j) referral for technical investigation;
(k) changes to a process;
(l) improvements to Astralway; or
(m) confirmation that we do not consider further action appropriate.
10.2 The appropriate outcome will depend upon the circumstances and any applicable legal rights.

11. REFUNDS
11.1 Making a complaint does not automatically create a right to a refund.
11.2 Where your complaint concerns a payment, subscription, digital report or other purchase, we will consider any applicable rights under:
(a) the Astralway Terms & Conditions;
(b) the Astralway Refund & Cancellation Policy; and
(c) applicable consumer law.
11.3 Nothing in this Complaints Policy limits your statutory consumer rights.

12. SUBSCRIPTIONS
12.1 A complaint is not necessarily the same as cancelling a subscription.
12.2 If you want to stop future subscription renewals, you should use the subscription cancellation process described through Astralway and in the applicable Terms.
12.3 If a complaint identifies a billing or cancellation problem, we will investigate that problem separately.

13. ACCOUNT DELETION
13.1 Making a complaint does not automatically delete your Astralway Account.
13.2 Similarly, deleting your Account does not necessarily resolve an existing complaint or remove information that we need to retain for the purpose of:
(a) investigating the complaint;
(b) establishing, exercising or defending legal claims;
(c) meeting legal obligations; or
(d) maintaining appropriate complaint records.
13.3 Any retained information will be handled in accordance with applicable Data Protection Law and our retention requirements.

14. AI-GENERATED CONTENT
14.1 Astralway uses artificial intelligence and automated interpretation in parts of the service.
14.2 You may complain about AI-generated content that you believe is:
(a) seriously inaccurate;
(b) inappropriate;
(c) discriminatory;
(d) offensive;
(e) unsafe;
(f) inconsistent with the service purchased;
(g) affected by a technical error; or
(h) otherwise problematic.
14.3 AI output is interpretive and may contain errors. The fact that a user disagrees with an astrological interpretation does not necessarily mean that the service is defective.
14.4 Nevertheless, credible reports of technical errors, inappropriate output or systematic quality problems will be considered.

15. ASTROLOGICAL INTERPRETATION
15.1 Astrology involves interpretation.
15.2 Different astrologers, traditions, methodologies and systems may interpret the same information differently.
15.3 A difference of interpretation does not by itself establish that Astralway has failed to provide the relevant service.
15.4 We will nevertheless investigate complaints concerning matters such as:
(a) incorrect birth data being used;
(b) calculation errors;
(c) incorrect chart information;
(d) a purchased report failing to generate;
(e) content being materially unrelated to the information supplied;
(f) serious technical errors; or
(g) other objectively identifiable service problems.

16. PRIVACY AND DATA-PROTECTION COMPLAINTS
16.1 If your complaint concerns the use of your personal information or your Data Protection rights, please contact:
privacy@ljwellbeing.co.uk
16.2 Privacy complaints will be handled in accordance with applicable Data Protection Law and the Astralway Privacy Policy.
16.3 Where applicable, individuals may also have the right to complain to the Information Commissioner's Office (ICO).
16.4 Making an internal complaint to us does not remove any right you may have to contact the ICO.

17. SECURITY CONCERNS
17.1 If you believe your Account has been compromised or you become aware of a possible security incident involving Astralway, please contact us promptly.
17.2 Privacy or personal-data security concerns should be reported to:
privacy@ljwellbeing.co.uk
17.3 Please do not publicly disclose personal data, security credentials or detailed information that could unnecessarily increase a security risk while the issue is being investigated.

18. ACCESSIBILITY COMPLAINTS
18.1 We welcome reports of accessibility barriers.
18.2 Accessibility concerns may include difficulty:
(a) navigating Astralway;
(b) using a keyboard;
(c) using assistive technology;
(d) reading content;
(e) completing forms;
(f) managing an Account;
(g) cancelling a subscription;
(h) accessing a purchased report; or
(i) using another important feature.
18.3 Accessibility concerns may be sent to:
support@ljwellbeing.co.uk
18.4 Further information is available in the Astralway Website Accessibility Statement.

19. DISCRIMINATION OR HARASSMENT
19.1 Complaints alleging discrimination, harassment or other inappropriate treatment will be taken seriously.
19.2 Such complaints will be considered in accordance with the circumstances and the principles contained in the Beauty & Wellbeing Education Ltd Equality, Diversity, Inclusion & Accessibility Policy.
19.3 A person will not be treated unfavourably merely because they have appropriately raised a genuine complaint.

20. ASTRALWAY MARKETPLACE
20.1 Astralway intends to introduce Marketplace functionality in the future.
20.2 Detailed Marketplace complaint procedures will be established before Marketplace transactions become available.
20.3 These will address matters including:
(a) complaints concerning practitioners;
(b) service quality;
(c) bookings;
(d) cancellations;
(e) payments;
(f) refunds;
(g) inappropriate practitioner conduct; and
(h) disputes between users and practitioners.
20.4 Until the Marketplace legal and operational model has been finalised, this Policy should not be interpreted as determining whether Astralway or a practitioner is legally responsible for a particular future Marketplace service.

21. THIRD-PARTY PROVIDERS
21.1 Some Astralway functionality depends upon third-party providers.
21.2 A complaint may therefore require us to obtain information from or refer an issue to a provider.
21.3 Where appropriate, this may include providers involved in:
(a) payment processing;
(b) hosting;
(c) artificial intelligence;
(d) email;
(e) authentication; or
(f) other technology services.
21.4 We remain responsible for handling complaints about Astralway in accordance with our obligations, but we cannot guarantee the time taken by an independent third party to investigate an issue.

22. ESCALATION
22.1 If you remain dissatisfied after receiving our substantive response, you may ask us to review the complaint.
22.2 Please explain:
(a) why you remain dissatisfied;
(b) any relevant information you believe was overlooked; and
(c) the outcome you are seeking.
22.3 Where reasonably practicable, the review will reconsider the complaint and the original response.
22.4 Because Beauty & Wellbeing Education Ltd is currently a small company, it may not always be possible for an escalation to be handled by a completely separate management team.
22.5 We will nevertheless aim to reconsider the matter fairly.

23. FINAL RESPONSE
23.1 Where an escalated complaint has been reviewed, we may provide a final response explaining the Company's position.
23.2 A final internal response does not remove any external statutory or regulatory rights available to the complainant.

24. ALTERNATIVE DISPUTE RESOLUTION
24.1 Where a dispute is eligible for an applicable alternative dispute resolution process, information about that process may be provided where required or appropriate.
24.2 Nothing in this Policy guarantees that a particular dispute-resolution scheme applies to every complaint.

25. LEGAL RIGHTS
25.1 This Policy is intended to provide an internal route for raising concerns.
25.2 It does not:
(a) exclude statutory consumer rights;
(b) prevent a person from exercising Data Protection rights;
(c) prevent a person from contacting an appropriate regulator;
(d) prevent a person from obtaining independent legal advice; or
(e) restrict rights that cannot lawfully be restricted.

26. ABUSIVE COMMUNICATION
26.1 We recognise that people may be frustrated or upset when making a complaint.
26.2 We will not reject a complaint merely because it is strongly expressed.
26.3 However, we may take reasonable steps to protect people from:
(a) threats;
(b) harassment;
(c) discriminatory abuse;
(d) repeated abusive communications;
(e) deliberate misuse of support channels; or
(f) other unacceptable conduct.
26.4 Any restriction on communication should be proportionate and should not unnecessarily prevent a legitimate complaint from being considered.

27. REPEATED OR UNREASONABLE COMPLAINTS
27.1 Where substantially the same matter has already been fully investigated and responded to, we may decide not to repeatedly reopen it unless relevant new information is provided.
27.2 We may also manage communications differently where the volume or nature of contact becomes unreasonable.
27.3 This provision should not be used to avoid dealing with a legitimate new issue.

28. ANONYMOUS COMPLAINTS
28.1 We may consider anonymous complaints where sufficient information is available to investigate them.
28.2 Our ability to:
(a) verify information;
(b) investigate;
(c) provide an individual remedy; or
(d) report an outcome
may be limited where the complainant cannot be identified or contacted.

29. COMPLAINTS MADE ON BEHALF OF SOMEONE ELSE
29.1 A person may sometimes wish to make a complaint on behalf of another individual.
29.2 Before discussing personal Account information with a representative, we may need to confirm that the individual has authorised the representative to act for them.
29.3 Additional verification may be required where sensitive information is involved.

30. RECORD KEEPING
30.1 We may keep appropriate records of complaints, including:
(a) the nature of the complaint;
(b) relevant correspondence;
(c) investigation information;
(d) outcome;
(e) action taken; and
(f) lessons or improvements identified.
30.2 Complaint records will be retained in accordance with applicable Data Protection Law and the Company's Data Retention & Deletion Policy.

31. PERSONAL DATA
31.1 Personal data processed when handling complaints will be used for purposes such as:
(a) investigating the complaint;
(b) communicating with the complainant;
(c) resolving issues;
(d) protecting legal rights;
(e) identifying service improvements;
(f) preventing fraud or abuse; and
(g) meeting legal or regulatory obligations.
31.2 Further information about how Astralway handles personal data is provided in the Astralway Privacy Policy.

32. SENSITIVE INFORMATION
32.1 A complaint may contain sensitive information.
32.2 Please provide only information reasonably relevant to the complaint.
32.3 Access to complaint information should be limited appropriately.

33. LEARNING FROM COMPLAINTS
33.1 Complaints may be reviewed to identify:
(a) recurring technical problems;
(b) recurring AI issues;
(c) accessibility barriers;
(d) billing problems;
(e) confusing user journeys;
(f) unclear communications;
(g) potential policy improvements;
(h) security concerns; and
(i) opportunities to improve the service.
33.2 Where appropriate, lessons identified from complaints may result in changes to Astralway.

34. CONTACT DETAILS
General complaints and support
support@ljwellbeing.co.uk
Privacy and personal-data complaints
privacy@ljwellbeing.co.uk
Postal address
Beauty & Wellbeing Education Ltd
4th Floor Silverstream House
45 Fitzroy Street
London
W1T 6EB
United Kingdom

35. RELATED DOCUMENTS
35.1 This Policy should be read alongside, where relevant:
(a) Astralway Terms & Conditions;
(b) Astralway Privacy Policy;
(c) Astralway Refund & Cancellation Policy;
(d) Astralway Cookie Policy;
(e) Astralway AI & Automated Interpretation Policy;
(f) Astralway Website Accessibility Statement; and
(g) Beauty & Wellbeing Education Ltd Equality, Diversity, Inclusion & Accessibility Policy.

36. CHANGES TO THIS POLICY
36.1 We may update this Policy from time to time.
36.2 Changes may be made because of:
(a) changes to Astralway;
(b) changes to complaint procedures;
(c) Marketplace launch;
(d) changes in applicable law or regulatory guidance; or
(e) experience gained from handling complaints.
36.3 The latest version will be made available through Astralway.

37. DOCUMENT INFORMATION
Document: Astralway Complaints Policy
Organisation: Beauty & Wellbeing Education Ltd
Platform: Astralway
Version: 1.0
Effective Date: 21 September 2026
Last Updated: 21 September 2026
Public-facing policy
© Beauty & Wellbeing Education Ltd 2026. All rights reserved.