Complaints Policy

The Rainforest Complaints Policy is intended to provide fair and prompt consideration to all customer complaints. Rainforest encourages all Complainants to use the complaint procedure without fear of prejudice or retaliation within the limits of the preview process and with the assurance his/her confidences will be respected.

Rainforest provides an effective and timely method for Complainants  to bring forth any issues or concerns. For the purposes of this policy, “Complainants” are defined as the primarily as the Platforms, though there may be limited reasons (as noted below) for Rainforest to interact directly with Merchants or Merchants’ customers in a customer service capacity. 

This policy does not generally cover complaints brought by persons or organizations who are not Platforms nor Merchants, including those who make payments to Merchants. In the event that Rainforest receives a complaint from a person or entity who is not a Complainant covered by this policy, the Company will be directed to the appropriate Platform or Merchant for resolution.

In the event that a Merchant’s customer whose payment was processed by a Platform or Merchant cannot reach a resolution directly with the Platform or Merchant, or if the customer or potential customer of a Platform or Merchant is alleging that the Platform or Merchant is engaging in unfair, deceptive, or abusive acts or practices, Rainforest will allow the Merchant’s customer to submit a Formal Complaint for our investigation.

A complaint is generally an expression of dissatisfaction that is related to Rainforest’s products and services. Complaints can include a communication wherein the customer states their belief they have been  harmed or misled by Rainforest, or where Rainforest might be responsible. Complaints may also include dissatisfaction involving regulatory compliance, fee disclosures or unfair/deceptive/abusive acts or practices. 

A Complaint in the context of this document does not include written or verbal notifications involving general business matters or correspondence, such as inquiries, address changes, or other types of account maintenance requests.

Feedback, i.e.  general feedback or feedback with respect to the look and/or feel of the Rainforest website/mobile applications, or feature suggestions, while valuable, is not covered by this policy.

Platforms who have concerns are encouraged to discuss them with Customer Support as soon as possible after the event(s) that cause the concern. Rainforests provides Platforms with support via email, phone, and online channels for non-urgent questions and issues. For critical issues that prevent Platforms from processing transactions, Rainforest provides 24/7/365 support via phone.

Upon receipt of an informal complaint, a preliminary investigation may be appropriate. This includes the collection of facts and assessing proper documentation as an attempt to resolve the matter or understand if the complaint needs to be escalated and investigated further. Rainforest’s standard for addressing issues is three (3) business days, though resolution may take longer depending on the type and source of the issue raised. Rainforest aims to resolve each informal complaint within thirty (30) business days. 

If the parties cannot reach a satisfactory conclusion, the Complainant may choose to file a formal Complaint.

The Complainant must submit all formal Complaints in writing via email to complaints@rainforestpay.com, which submits the Complaint to the VP of Payments. The document should describe the incident or Complaint and the evidence upon which it is based. The document should describe the issue with specific facts, including personnel involved, events, dates, and other information relating to the Complaint. The complaint should be marked “personal and confidential” and addressed to the VP of Payments. This document should be filed as soon as possible, and within 20 days of the incident.

The Complainant has the right to appeal the Complaint resolution to the Company’s CEO, provided that the Complainant files a written appeal addressed to the CEO and marked “Appeal” via complaints@rainforestpay.com within seven (7) business days of notification of the complaint resolution. If no appeal is filed during that time, the Complaint Resolution is considered accepted by the Complainant.