Complaints Policy
If something has gone wrong, tell us. We'd much rather hear about it and fix it than have you put up with it. A complaint never affects how we treat you.
How to complain
Email hello@sweepapp.io with "Complaint" in the subject line. You can also use Contact support in the app, which sends us the details we need to look into it. Tell us what happened, when, and what you would like us to do. Please never send your twelve recovery words. We will never ask for them.
What happens next
Within 2 business days we'll confirm we have your complaint and tell you who is looking after it.
Within 15 business days we'll give you our answer: what we found, what we will do about it, and why. If it is complicated and we need longer, we'll tell you why and when you can expect an answer. We aim never to take more than 30 days.
We'll keep you updated along the way, and we'll write to you in plain words.
Complaints about our partners
Some parts of Sweep are provided by partners: reading your bank transactions, verifying your identity, and turning dollars into bitcoin. If your complaint is about one of those, you can still bring it to us. We'll work with the partner to sort it out and keep you informed. If it is something only the partner can answer, we'll tell you who to contact and what to say.
If you're not happy with our answer
Tell us, and we'll look at it again with fresh eyes. You can also take it further:
Privacy complaints: the Office of the Australian Information Commissioner, at oaic.gov.au.
If you live in the United States: the Consumer Financial Protection Bureau, at consumerfinance.gov/complaint, or the consumer protection office of your state's attorney general.
Bitcoin cannot be reversed
Please bear in mind that once bitcoin has been sent, nobody can reverse it, including us. That is part of how bitcoin works. Where something has gone wrong on our side, we will put it right.
What we do with complaints
We keep a record of every complaint and what we did about it, and we look at them regularly to fix the cause, not only the case.