Complaint Policy

Overview

Sprouter takes customer complaints seriously. This Complaint Policy explains how to file a complaint, the timelines we operate against, how we handle event-payment and organizer payout issues, and the external contacts you may use if you are not satisfied with Sprouter's response.

Filing a complaint with Sprouter does not waive any of your rights under federal or state law, and does not require you to wait before contacting an external regulator.

How to File a Complaint

You can submit a complaint through any of the channels below. To help us resolve your complaint as quickly as possible, please include:

• Your full name and the email or username on your Sprouter account.
• A clear description of the issue, including the date(s) it occurred.
• Any relevant transaction IDs, event IDs, screenshots, or other supporting documentation.
• The outcome you are seeking.
• The best way to reach you for follow-up.

Channels

• Email: support@getsprouter.com — please include "Complaint" in the subject line.
• Phone: 612-695-6849
• Postal mail: Sprouter LLC, Attn: Complaints, 3104 East Camelback Road #852, Phoenix, AZ 85016
• In-app: the Help & Support section of the Sprouter app routes complaints to the same review queue.

Acknowledgment & Resolution Timelines

• Acknowledgment: Sprouter will acknowledge receipt of every written complaint within 2 business days of receiving it.
• Initial review: A Tier 2 specialist or higher will review the complaint and either resolve it or assign it for further investigation.
• Target resolution: Sprouter aims to resolve general complaints within 10 business days of receipt. If a complaint requires more time — for example because it involves the payment processing partner, a receiving bank, or an external regulator — Sprouter will provide a written status update before the 10-business-day target lapses and will continue to provide updates at least every 10 business days until the matter is closed.
• Written outcome: Sprouter will provide a written response describing the outcome of the review and the reasoning behind it.

Payment-partner, card-network, receiving-bank, or legal deadlines may differ from Sprouter's internal targets. We will identify any applicable process when we review the complaint.

Payment and Payout Issues

Sprouter does not provide a consumer deposit account, stored balance, organizer debit card, or instant payout product. Event-ticket payments are processed by a payment processing partner, and eligible organizer proceeds are paid by ACH to the organizer's linked bank account.

• Buyer card issue: Contact Sprouter promptly and also contact your card issuer when appropriate. Card-network and issuer dispute deadlines may apply.
• Organizer payout issue: Include the event ID, payout ID, linked-bank details sufficient to identify the destination, and any relevant notice from your bank.
• Payout timing: Event end starts payout eligibility review. Once approved and initiated, ACH delivery typically takes 1–3 business days and may be affected by reserves, refunds, disputes, review, bank holidays, or the receiving bank.
• Partner coordination: Sprouter may need information or a decision from its payment processing partner or the receiving bank before completing the review.

Appeals & Management Review

If you are not satisfied with Sprouter's response to your complaint, you may request a formal appeal by replying to the written outcome and asking for management review. Appeals are escalated to Tier 3 (see the Customer Services Policy), which includes a member of Sprouter's leadership and, where appropriate, our compliance counsel.

• Appeals are acknowledged within 2 business days of receipt.
• Tier 3 review concludes with a final written response within 15 business days of the appeal being received, unless the matter requires additional time, in which case Sprouter will provide an interim status update.
• The Tier 3 written response describes the outcome of the appeal, the reasoning, and any further options available to you, including the external regulator contacts listed below.

External Regulators

You always have the right to contact an external regulator at any time, including before, during, or after Sprouter's internal complaint process. Sprouter will not retaliate against any customer who files a complaint with a regulator.

Federal

• Consumer Financial Protection Bureau (CFPB)
  Online: consumerfinance.gov/complaint
  Phone: 1-855-411-2372 (toll free)
  Mail: Consumer Financial Protection Bureau, P.O. Box 27170, Washington, DC 20038

State

You may also contact your state Attorney General or your state banking / financial-services regulator. Contact information is available from the National Association of Attorneys General directory and the Conference of State Bank Supervisors. State-specific contacts for Texas and New York are listed in the next section.

State-Specific Disclosures

Texas Residents

Texas residents may contact the Texas Department of Banking for general information about financial-services complaints. Listing this contact does not state that Sprouter or its payment processing partner is licensed by that agency for the services described here:

New York Residents

If you are a New York resident, you may file a complaint with the New York State Department of Financial Services:

Customers in other states may contact their state Attorney General or relevant financial-services regulator. This policy does not make a representation about licensing status or identify a particular agency as the regulator of Sprouter or its payment processing partner.

Recordkeeping

Sprouter retains records of every complaint — including the original complaint, supporting documentation, internal investigation notes, and the written outcome — for at least five (5) years from the date the complaint is closed, consistent with applicable payment, consumer-protection, and recordkeeping requirements. Records are stored on secure systems and are made available to regulators when legally required.

Updates to This Policy

We may update this policy from time to time. Material changes will be communicated by email or in-product notice and reflected in the "Last Updated" date at the top of this page. Continued use of the Application after the effective date of any change constitutes your acceptance of the updated policy.

Contacting Us