This process covers any complaints related to our financial product Bonsai Business Account.
For complaints about other Bonsai products, or payments, please reach out to support@hellobonsai.com
At Bonsai, every client experience matters. Whether it’s a seamless transaction or a moment of friction, we see every interaction as an opportunity to improve. If something isn’t working the way it should with your Bonsai Business Account, we want to hear about it.
We understand that issues can arise, and when they do, it’s our responsibility to listen carefully, respond thoughtfully, and resolve concerns without unnecessary delay. Your feedback—especially when it reflects a problem—is essential to helping us build a better product and deliver a higher standard of service.
We define a complaint as any expression of dissatisfaction related to the Bonsai Business Account, whether it concerns the product itself, our support experience, or related services. When a concern is raised, our commitment is to:
Acknowledge the issue promptly
Take it seriously, regardless of scale
Provide a clear path to resolution
Use the feedback to improve future experiences
If you wish to file a complaint or dissatisfaction about your Bonsai Business Account, please email support+complaints@hellobonsai.com and include:
The email associated with your Bonsai account
A clear description of your complaint
Bonsai will acknowledge your complaint within five (5) business days and will endeavour to provide a final resolution within fifteen (15) business days of receipt. Some complaints might be escalated to our partner Stripe within two (2) business days of receipt.