One inbox. One person reading it.
There is no support department here, no ticket robot and no chat widget that pretends to be a human. There is an email address, and behind it the person who wrote the course.
Write to us
Everything goes here: access problems, refunds, mistakes you spotted in a lesson, data requests, invoices, partnership ideas. Sorting it is our job, not yours.
What we promise on reply times
Written down so you can hold us to it, and set low enough that we can keep it on a bad week.
| What you wrote about | You hear back within |
|---|---|
| You paid and cannot get in | One working day. This one jumps the queue |
| A refund request | One working day, with the refund already submitted |
| Anything else — questions, bugs, content mistakes, invoices | Two working days |
| A data access or deletion request | Five working days in practice, 30 days at the outside, which is the legal limit |
| A security report | One working day, and a fix or a date for one within seven |
Working days are Monday to Friday in [TIME ZONE]. Most replies come faster than this table says. When they will not — a holiday, illness, a week off — there will be a note on this page rather than silence.
One detail that saves a day
Write from the email address on your account, or tell us which address it uses. Almost every slow reply we have had started with us not being able to find the order.
What to put in the message
No template required. These four lines get you a useful answer instead of a clarifying question:
- The email address on your account.
- What you were trying to do.
- What happened instead, with the exact wording of any error.
- Your browser and whether you are on a phone or a computer — only if it is a bug.
A screenshot is worth all four. Please do not send us passwords, card numbers, or anything you pasted into Claude that belongs to your employer or your client.
Where specific things go
| If you want to | Do this |
|---|---|
| Get a refund | Email with Refund in the subject. The refund policy has the two steps and the timing |
| Find your invoice, or add a VAT number after buying | The invoice comes from [MERCHANT OF RECORD], not from us. Their buyer portal is at [MOR BUYER SUPPORT URL]. A VAT number has to be entered before payment, so email us if you missed it and we will tell you what can still be done |
| Get a copy of your data, or delete your account | Email with Data request in the subject, from the account address. Section 10 and 11 of the privacy notice say exactly what goes and what stays |
| Report a mistake in a lesson | Email the lesson number and what is wrong. Corrections go out to everyone and are listed in the changelog |
| Buy for a team | Email us rather than sharing one login. Sharing a login breaks the terms and costs more in the end |
| Report a security problem | Email with Security in the subject. See below |
| Ask about press, teaching or a partnership | Same address. It is one inbox, and it will reach the right person because there is only one |
Reporting a security problem
If you find a way to read another customer's data, get into the course without paying, or take over an account, tell us: hello@lagoon.academy, subject Security.
What we promise in return
- A human reply within one working day, and a fix or a dated plan within seven.
- No legal action against you for research done in good faith — testing only your own account, not touching other people's data, and giving us a chance to fix it before you publish.
- Credit on this page if you want it, and silence if you do not.
We do not run a paid bounty programme. We would rather say that than imply one.
What we do not offer
Saying this up front is more useful than a promise we would break.
- No phone support and no live chat. One person cannot staff either one honestly.
- No one-to-one coaching with the course. Questions about lessons are welcome by email; reviewing your work in detail is not included.
- No support for Claude itself. Billing, outages and account problems on your Claude subscription belong to Anthropic. We will point you at the right page, and we cannot see anything in your Claude account.
- No 24/7 anything. Nights and weekends, email still arrives; the reply comes on a working day.
Who you are writing to
Lagoon Academy is run by [LEGAL NAME], an individual entrepreneur registered in [COUNTRY].
| Legal name | [LEGAL NAME] |
| Registration number | [REGISTRATION NUMBER] |
| Registered address | [REGISTERED ADDRESS] |
| hello@lagoon.academy | |
| Merchant of record for all sales | [MERCHANT OF RECORD], [MOR REGISTERED ADDRESS] |
| Data protection representative for the EU and the UK | [EU/UK REPRESENTATIVE] |
This document is written in English. The Russian translation is provided for convenience only; if the two versions differ, the English version governs.
Read next: Terms of sale · Privacy notice · Refund policy