Complaints Policy

1. Submitting a complaint

Email support@theearnersgroup.com. Include your name, Earners App ID where applicable, order or transaction reference, relevant dates, amount and currency, a clear account of what happened, supporting evidence and the outcome you seek.

2. Information safety

Do not send passwords, full card numbers, PINs, one-time passwords or your complete recovery-code list. We may request identity verification through an approved channel before discussing account-specific information.

3. Review process

1. We record and categorise the complaint.
2. We may acknowledge receipt and request missing details.
3. We review platform records and may contact the other party or provider.
4. We assess the matter under applicable terms, evidence and law.
5. We communicate an outcome, next step or reason additional time is needed.

4. Response timing

We aim to acknowledge complaints promptly and to provide a substantive response within 15 business days where reasonably possible. Complex payment, fraud, provider or multi-party matters may require longer. If so, we aim to explain the delay and expected next step.

5. Possible outcomes

Outcomes may include information, correction, restored access, seller action, an authorised refund or reversal, rejection with reasons, account restriction, referral to a provider, or a request for additional evidence. The available outcome depends on the facts and authority Earners Group has over the transaction.

6. Escalation

If you disagree with the response, reply with the complaint reference, identify the disputed finding and provide any new evidence. Rights to approach a regulator, court, consumer body, payment provider or law-enforcement agency remain subject to applicable law and the relevant body’s jurisdiction.

7. Records and improvement

We may retain complaint records to resolve the matter, identify repeated issues, improve controls, meet legal duties and defend lawful claims.