Complaints procedure

1. Our commitment

A complaint is any expression of dissatisfaction about our services, whether spoken or written, and whether or not it is justified. We aim to handle every complaint fairly, promptly and in confidence, and we do not treat anyone less favorably for making one.

This procedure is run by Tuppence AI Ltd, which operates Tuppence, at 38 Greenvale Road, London SE9 1PD, United Kingdom. Our director is responsible for how we handle complaints.

This is the version for businesses registered in the United States. UK businesses should read our UK complaints procedure.

2. How to complain

You can complain in whichever way suits you:

• In Tuppence: choose “Get help” in the dashboard or the iPhone app, and tell us you would like to make a complaint.
• By email: contact@tuppence.ai, with “Complaint” in the subject line.
• By post: Complaints, Tuppence AI Ltd, 38 Greenvale Road, London SE9 1PD, United Kingdom.

You can also start from our contact page. If you would like someone else, such as your accountant, to complain on your behalf, please tell us so we can confirm their authority.

3. What to include

To help us resolve things quickly, please tell us:

• your name, business name and the email address on your account;
• what went wrong and when, including any payment, payout or card references and amounts;
• how it has affected your business;
• what you would like us to do to put it right.

Please never send us your password, API secret keys, full card number, CVC or PIN.

4. What happens next

1. We acknowledge it. We aim to confirm that we have received your complaint within two business days and to tell you who is handling it.
2. We investigate. We review what happened, looking at our records and speaking to the people involved. Where we can, someone who was not involved in the original issue does this. We may contact you for more information.
3. We respond. We aim to send you a final response in writing, explaining what we found, whether we uphold your complaint, anything we offer to put things right and, where it applies, where you can take your complaint next. If we resolve your complaint to your satisfaction within three business days, we may confirm that in a shorter written summary.

5. Response times

6. Payment processing and card complaints

Tuppence is not a bank or a money transmitter. Card payments and payouts for US businesses on Tuppence are provided by Stripe, Inc. and the banks it works with, under the Stripe Connected Account Agreement you accept when you onboard. Tuppence cards are provided through Stripe Issuing and issued by Stripe’s US issuing bank partners, named in the cardholder terms.

You only need to contact us once. If your complaint is about the payment processing or a card rather than about Tuppence, we will tell you so and, with your permission, aim to pass it to Stripe within two business days and to keep you informed until it is resolved. Stripe, not Tuppence, is responsible for handling and resolving complaints about the services it provides. You can also complain to Stripe directly, through its complaints procedure.

7. If you are still not satisfied

There is no ombudsman scheme for the software services Tuppence provides to businesses in the United States. If you are not satisfied with our final response:

• About Tuppence’s own services: follow the claim and dispute steps in sections 21 and 23 of our Terms of Service. Each of us will try to resolve it in good faith, as section 23 describes, and we are open to discussing mediation before either of us goes to court.
• About the payment processing, payouts or a Tuppence card: raise it with Stripe through its complaints procedure. Where a Stripe company provides a money transmission service under a state license, its licenses page lists the state regulators you can contact about it.

The Consumer Financial Protection Bureau and state consumer protection agencies handle complaints from consumers about consumer financial products. Because Tuppence accounts are business accounts, they generally will not consider complaints about them.

8. If you paid a business through Tuppence

If you paid a business through a Tuppence checkout page or payment link and are unhappy with what you bought, please contact that business first: it sold you the goods or services and is responsible for them. If you do not recognize a payment, or the business does not put things right, contact the bank or card issuer that issued your card, which can tell you about chargeback rights. If you have a complaint about your own card issuer, you may be able to submit it to the Consumer Financial Protection Bureau. You can also tell us about a business you think is misusing Tuppence, as our Acceptable Use Policy describes.

9. Extra support

If you need adjustments to make a complaint (for example, information in a different format, more time, or a call instead of email), tell us and we will try to help. Our accessibility statement explains the formats we can provide.

10. How we learn

We aim to record every complaint and what we did about it, and to review complaints regularly so that we can find and fix their root causes. We keep complaint records for at least three years after the final response, or for as long as our retention policy requires the related records to be kept, whichever is longer.

11. About this procedure

This procedure explains how we aim to handle complaints. It is not part of our Terms of Service or any other contract, and it does not create any obligation, warranty or right to compensation that the Terms do not give you. The times above are targets, not promises. Making a complaint does not extend the time limits for bringing a claim in section 21 of our Terms, and it does not affect any right you have that the law does not allow to be limited. We may change this procedure at any time.