Complaints and disputes

We work hard to provide a reliable service, but sometimes things go wrong. This policy explains how to raise a complaint with Ledgerly, Inc. (“Ledgerly”), how to dispute a card transaction or payment, and how formal disputes between you and Ledgerly are resolved. It forms part of our Terms of Service and applies to every account.

Raising a complaint

If you are unhappy with any part of the Services, please tell us. You can raise a complaint through in-app chat, by emailing complaints@ledgerly.com, by calling +1 (212) 555-0148 on weekdays from 9am to 6pm Eastern, or by writing to Ledgerly, Inc., Attention: Complaints, 148 Lafayette Street, 6th Floor, New York, NY 10013.

To help us resolve your complaint quickly, please include:

• Your company name and the email address on the account

• A description of the problem and when it happened

• Any transaction, invoice or bill references involved

• What you would like us to do to put things right

How we handle complaints

We acknowledge every complaint within one business day and assign it to a named member of our customer team who will keep you updated. Most complaints are resolved within five business days. If yours needs more investigation, we will explain why and give you a date by which we expect to respond in full, no later than 15 business days after we receive it.

If you are not satisfied with our response, you can ask for the complaint to be reviewed by a senior manager who was not involved in the original decision. We will give you their final written response within ten business days of your request.

Disputing a card transaction

If you see a card transaction you do not recognize or believe a merchant charged you incorrectly, first freeze the card in the app if you suspect fraud. Then open the transaction and choose Dispute charge, or contact support. You must report unauthorized transactions as soon as possible and in any event within 60 days of the statement on which they first appeared.

• Unauthorized transactions are investigated by Ledgerly and our partner bank, and you may receive a provisional credit while the investigation takes place, usually within ten business days

• For disputes with a merchant, such as goods not received or a duplicate charge, we may ask you to try to resolve the issue with the merchant first and to provide supporting documents

• We will tell you the outcome in writing, and the card network’s rules determine the timelines and final result

Payment and transfer errors

If an ACH transfer, wire or bill payment was sent for the wrong amount, to the wrong recipient or not at all, contact us immediately. We will investigate and, where possible, request a recall or correction. Wires and same-day payments can be difficult to reverse once completed, so prompt reporting is important. Customers who paid your invoices by card may also dispute those payments, and we will notify you and help you respond.

Partner bank complaints

Your deposit account and cards are provided by our partner banks. Complaints about these products can be made to us and we will work with the bank to resolve them. You also have the right to contact the bank directly or to submit a complaint to its federal regulator or to the Consumer Financial Protection Bureau.

Informal resolution of disputes

If a disagreement with Ledgerly cannot be resolved through our complaints process, both parties agree to first try to resolve it informally. The party raising the dispute must send a written notice describing it to the other party, and the parties will negotiate in good faith for at least 30 days before starting formal proceedings.

Binding arbitration

Any dispute that is not resolved informally will be resolved by binding individual arbitration administered by the American Arbitration Association under its Commercial Arbitration Rules. The arbitration will take place in New York County, New York, or by video conference if both parties agree, before a single arbitrator. The arbitrator’s decision will be final and may be entered in any court with jurisdiction.

Either party may instead bring an individual claim in small claims court if it qualifies, and either party may seek temporary injunctive relief in court to protect its intellectual property or confidential information while an arbitration is pending.

Class action waiver

Disputes will be resolved only on an individual basis. Neither party may bring or join a class, collective or representative action against the other, and the arbitrator may not consolidate claims of more than one customer.

Time limits

Any claim arising from the Services must be brought within one year after the facts giving rise to it occurred, unless a longer period is required by law.

Our commitment

We review complaints every month to understand what went wrong and how we can improve. Raising a complaint will never affect the way we treat you or your account.