Customer Services Policy

Overview

Sprouter is committed to providing responsive, professional, and accessible customer service to every user of the Application. This Customer Services Policy describes how to reach our support team, when we are available, the response-time commitments we operate against, and how customer issues are escalated when a first-line agent cannot fully resolve them.

This policy applies to Sprouter's platform, event ticketing, event-payment support, organizer payout support, and related services. It is incorporated by reference into the Sprouter Terms of Service.

How to Reach Us

Customers can contact Sprouter support through any of the channels below. To help us help you faster, please include your account email or username, a clear description of the issue, and any relevant transaction IDs or screenshots.

• Email: support@getsprouter.com — preferred channel for most inquiries.
• Phone: 612-695-6849 — for urgent issues, account access problems, or payment and payout matters.
• In-app help: the Help & Support section inside the Sprouter web and mobile apps routes messages to the same support queue as email.
• Postal mail: Sprouter LLC, 3104 East Camelback Road #852, Phoenix, AZ 85016.
• Help Center: self-service articles are available at getsprouter.com/help.

Hours of Operation

Live support is available Monday through Friday, 9:00 AM to 5:00 PM Mountain Time (Phoenix, Arizona), excluding U.S. federal holidays. Email and in-app messages may be submitted at any time. Phone calls received outside business hours can be left as voicemail and will be returned the next business day.

For urgent buyer-payment fraud or organizer payout concerns, contact Sprouter support and your card issuer or bank as appropriate. Payment-partner and bank operating hours may differ from Sprouter's support hours.

Response-Time Commitments

We aim to acknowledge and resolve customer inquiries within the following targets. These targets are commitments, not guarantees — complex matters may take longer, in which case we will provide status updates while we work the issue.

Escalation Procedure

Most inquiries are resolved at first contact. When they are not, Sprouter operates a three-tier escalation process so that no issue stalls indefinitely.

Tier 1 — Customer Support

All customer contacts are first answered by a Tier 1 support agent. Tier 1 agents handle account questions, general product issues, password resets, and basic event-payment or payout inquiries. If a Tier 1 agent cannot resolve an issue within 2 business days, they escalate it to Tier 2 with a full case history.

Tier 2 — Specialist Team

Tier 2 specialists handle billing disputes, payout investigations, organizer onboarding and verification questions, complex account changes, and matters that require coordination with Sprouter's payment processing or compliance partners. Tier 2 will provide the customer with a status update within 2 business days of receiving the escalation and aims to fully resolve issues within 10 business days.

Tier 3 — Management Review

Issues that are not resolved at Tier 2, or that involve regulatory questions, formal complaints, or unusual risk, are escalated to Tier 3 for management review. Tier 3 review includes a member of Sprouter's leadership and, where appropriate, our compliance counsel. Customers who reach Tier 3 will receive a written response with the outcome of the review and any further options available to them, including the right to file a complaint under our Complaint Policy.

Event-Payment Support

Sprouter supports questions about organizer onboarding, buyer checkout, refunds, disputes, event holds, payout eligibility review, and ACH payout status. Sprouter does not provide a consumer deposit account, stored balance, organizer debit card, or instant payout product.

• Report payment or payout issues promptly by email at support@getsprouter.com, by phone at 612-695-6849, or by postal mail to the address above.
• Include the relevant event, order, transaction, or payout identifier and supporting documents when available.
• Organizer onboarding information is submitted to Sprouter's payment processing partner for boarding, underwriting, and required verification. Partner decisions or information requests may affect feature availability.
• After an event, proceeds are reviewed for payout eligibility. Once approved and initiated, ACH delivery to the linked organizer bank typically takes 1–3 business days, subject to reserves, refunds, disputes, review, bank holidays, and receiving-bank processing.

Anti-Phishing & Account Security

We may ask you to confirm limited identifying details to verify your identity (for example, the last four digits of your Social Security number, your account email, or a recent transaction). Legitimate Sprouter agents will never pressure you to act immediately, send funds, or install remote-control software.

Accessibility

Sprouter is committed to making customer service accessible to users of all abilities. If you require an accommodation — including, but not limited to, alternative formats for written communication, support over a relay service, or extended response times — please tell us when you contact support and we will work with you to accommodate your needs.

Updates to This Policy

We may update this policy from time to time. When we do, we will revise the "Last Updated" date at the top of this page and, where the change is material, notify users by email or in-product notice. Continued use of the Application after the effective date of any change constitutes your acceptance of the updated policy.

Contacting Us