Complaints Procedure

How to make a complaint

1. Email hello@everpayinc.com with the subject line "Complaint", or use our contact form.
2. Include your name, the business or account concerned, the transaction or reference number if relevant, and a clear description of the problem.
3. Tell us what outcome you are looking for.

What happens next

• We will acknowledge your complaint and assign it to a member of our team.
• We will investigate, which may involve asking you for more information.
• We will write to you with our findings and any action we will take.

If you are a cardholder or customer of a merchant

Everpay processes payments on behalf of merchants. If your complaint is about goods or services you bought, contact the merchant first using the contact details on your receipt or statement descriptor. If the merchant does not respond, you can also contact your card issuer about a dispute, and you may contact us to help identify the merchant.

Escalation

If you are not satisfied with our response, you can ask for your complaint to be reviewed by a more senior member of our team. Depending on where you are located and the nature of your complaint, you may also have the right to contact a financial regulator or ombudsman in your jurisdiction.

Fraud or suspected unlawful activity

To report suspected fraud, a prohibited merchant or a security issue, see our trust center and restricted businesses policy.

Your data

We use the information you give us only to handle your complaint and improve our service, in line with our privacy policy.