Complaints and Appeals Policy

1. Introduction

The Mediterranean Academy of Wellness Sciences (hereinafter referred to as “the Academy”) is committed to providing high-quality training and support. We strive to ensure that all students have a positive experience and are treated fairly, professionally, and respectfully. This policy outlines the procedures for handling complaints and appeals in a transparent, equitable, and compliant manner in accordance with Cyprus local regulations.

This policy should be read in conjunction with the Student Agreement signed at enrollment.

2. Scope

This policy applies to all students, staff, and stakeholders of the Academy. It covers:

• Complaints about the quality of training, facilities, or conduct of staff.
• Appeals against academic decisions, including assessment outcomes and certification decisions (Section 5.1 of the Student Agreement).
• Challenges to disciplinary actions, including termination of enrollment (Section 1.3 of the Student Agreement).
• Disputes regarding fees, including late submission fees (Section 4.5 of the Student Agreement) and late payment fees (Section 2.3 of the Student Agreement).
• Refund disputes (in conjunction with the Refund Policy).

3. Principles

• Fairness: Complaints and appeals will be handled impartially and without discrimination.
• Confidentiality: All matters will be treated confidentially and in compliance with applicable data protection laws (GDPR / Cyprus Law 125(I)/2018).
• Timeliness: Complaints and appeals will be addressed promptly to minimize disruption.
• Transparency: Procedures will be clear and communicated effectively.
• Compliance: The policy adheres to all relevant Cyprus regulations and standards.

4. Complaints Procedure

4.1 Informal Resolution

Students are encouraged to first discuss their concerns informally with the relevant staff member or instructor. Many issues can be resolved quickly through open dialogue.

If the matter cannot be resolved informally, the Student may proceed to the formal complaints process.

4.2 Formal Complaint

A formal complaint must be submitted in writing to the Academy Director at info@maws-academy.com within 20 working days of the incident or decision being complained about.

The written complaint should include:

• The Student’s full name and course details.
• A clear description of the issue.
• Any relevant evidence (emails, documents, photographs, etc.).
• The desired resolution.

Processing timeline:

• The Academy Director will acknowledge receipt of the complaint within 5 business days.
• A staff member will be assigned to investigate the complaint.
• A formal written response will be provided within 15 business days of the complaint’s acknowledgment.

4.3 Escalation

If the complainant is dissatisfied with the outcome of the formal complaint, they may request an escalation review within 10 working days of receiving the response.

The escalation review will be conducted by the Academy Director (if not previously involved) or a designated senior representative. A decision will be issued within 15 working days of the escalation request.

5. Appeals Procedure

5.1 Grounds for Appeal

Appeals may be lodged on the following grounds:

• Procedural irregularities in assessments or disciplinary proceedings.
• Evidence of bias or unfair treatment.
• New evidence that could not reasonably have been presented earlier.
• Disproportionate penalty or decision.

5.2 Appeal Process

Appeals must be submitted in writing to the Academy Director at info@maws-academy.com within 10 working days of the decision being appealed.

The appeal must include:

• A clear explanation of the grounds for appeal.
• Supporting evidence.
• The outcome the Student is seeking.

Processing timeline:

• The Academy will acknowledge receipt within 5 business days.
• The appeal will be reviewed by the Academy Director or a designated representative who was not involved in the original decision.
• A written decision will be issued within 20 working days.
• The decision of the Academy Director on appeal is final internally.

6. Mediation

If a complaint or appeal cannot be resolved to the Student’s satisfaction through the Academy’s internal procedures, the parties agree to attempt mediation before resorting to legal proceedings, in accordance with Section 8.3 of the Student Agreement.

The Academy will provide details of an independent mediation service upon request. Both parties are expected to engage in good faith towards a resolution. The costs of mediation shall be shared equally unless otherwise agreed.

7. External Recourse

If a satisfactory resolution is not achieved through the Academy’s procedures or mediation, students may contact relevant external bodies, such as:

• The International Institute of Complementary Therapists (IICT) — for matters related to certification and professional standards.
• The Cyprus Consumer Protection Service — for matters related to consumer rights.
• The Courts of the Republic of Cyprus — as a last resort, in accordance with Section 16 of the Student Agreement.

8. Record-Keeping

All complaints and appeals will be documented, including:

• Details of the issue.
• Actions taken and timeline.
• Outcomes and any remedial measures implemented.

Records will be retained securely for a minimum of 5 years in compliance with Cyprus regulations and the Academy’s data protection obligations under GDPR.

9. Monitoring and Review

The Academy will regularly review complaints and appeals to identify patterns, improve processes, and enhance training quality. Feedback from students will be considered to improve services.

10. Contact Information

For further information or to submit a complaint or appeal, contact:

I.O. Holistic Wellness and Coaching Training Ltd (HE463051), trading as Mediterranean Academy of Wellness Sciences
Address: 7 Etnas Street, Sphera Block B, Office 203, Limassol 3118, Agia Fyla, Cyprus
Email: info@maws-academy.com
Phone: +357 99 719224

11. Approval and Updates

This policy is approved by the Director of the Academy and will be reviewed annually to ensure compliance with local regulations and best practices.

Approved by: Iryna Olic
Date: 12/04/2026