Complaints & Customer Support Policy

1. Purpose

This policy explains how to contact The Third Connection ("TTC", "we"), what to expect when you do, how complaints are escalated, and your rights when your complaint concerns how we use your personal data.

2. How to contact us

Safety reports about people or content are handled under our trust and safety process and are prioritised over general support queries.

3. What to expect

1. Acknowledgement. We acknowledge your message as soon as we reasonably can.
2. Substantive response. We give you a substantive reply, or a progress update, as soon as we reasonably can after that. We are a small team, so please bear with us — but we read everything.
3. What we need from you. The email address on your account, a description of the issue, and (for ticket issues) your order or event details. Please do not send card numbers by email — payments are handled by Stripe and we do not hold your card details.

4. Ticketing and payment issues

Ticket purchases for our events are processed by Stripe. For problems with a purchase (failed payment, duplicate charge, refund request, entry problems at an event), contact tickets@thethirdconnection.com with your order details. Refunds and cancellation terms are set out in our Billing, Cancellation & Refund Terms (document 09) and the Terms of Service (document 02); tickets for dated events do not carry the 14-day online cancellation right, and tickets are non-refundable if you cancel or do not attend. If we cancel an event you get a full refund.

5. Escalation

If you are not satisfied with the first response:

1. Reply asking for your complaint to be escalated. It will be reviewed at director level within RELAYLANE LABS LTD.
2. We will re-review the matter and give you a final response as soon as we reasonably can.
3. Our final response will explain the outcome and any further options open to you (including those in sections 6 and 7).

6. Data-protection complaints

We have a specific procedure for complaints about how we handle your personal data, as required by the Data (Use and Access) Act 2025 (duty in force since 19 June 2026 — source R19).

• How to complain to us: email privacy@thethirdconnection.com and mark your message "data protection complaint", or write to our registered address.
• What we will do: acknowledge your complaint within 30 days and take appropriate steps to investigate and respond without undue delay, telling you the outcome and what we have done.
• Your right to go to the ICO: you also have the right to complain to the Information Commissioner's Office (ICO), the UK data-protection regulator, at any time — you do not have to complain to us first, although we would welcome the chance to resolve the issue. Visit ico.org.uk or call 0303 123 1113.
• Exercising your data-protection rights (access, erasure, and the rest) is covered in the Privacy Policy (document 01).

7. Alternative dispute resolution (ADR)

We are not currently signed up to a certified alternative dispute resolution (ADR) scheme for consumer disputes, and we are not required to be. If that changes, we will update this policy. This does not affect your statutory rights as a UK consumer, including your right to bring a claim in court.

8. Complaints about online safety

If your complaint concerns illegal content, content harmful as defined in our terms, or how we have handled a report you made (including if you believe we wrongly removed your content or restricted your account), use the channels in section 2 (safety@thethirdconnection.com or the report routes). These complaints are handled under our online-safety complaints process, which the Online Safety Act 2023 requires us to operate. We will tell you the outcome of such complaints.