Complaints and Dispute Resolution
How to raise a service, privacy or payment concern.
Effective and last updated: 9 October 20261. Academic concerns
Questions about a score, attendance record, remark, promotion decision, student identity or result publication should be raised with the relevant school. Tomsphere cannot change an academic record without authorization through the school’s controlled workflow.
2. Platform, privacy and payment concerns
Send the complaint to tomsphereglobaltechltd@gmail.com and include your name, contact information, school, a concise description, relevant dates and any transaction or support reference. Do not email passwords, PINs, one-time passwords or full card details.
3. Our process
We will acknowledge a complete complaint, investigate it fairly, request further information where needed and communicate the outcome or next step. Complex complaints involving a school, bank, payment provider, communications provider or regulator may require additional time. We keep an appropriate record of the complaint and resolution.
4. Escalation
If direct resolution is unsuccessful, the parties should consider good-faith negotiation or mediation. A privacy complaint may be taken to the Nigeria Data Protection Commission, and a consumer complaint may be taken to the Federal Competition and Consumer Protection Commission. These terms do not remove any right to approach a court or regulator with lawful jurisdiction.