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Customer Service Policy
Effective Date: 21/6/25
Contact Email: info@driprun.com.au
At Drip Run Pty Ltd (“Drip Run”, “we”, “us”, or “our”), we are committed to providing outstanding customer service to our users, brand partners, and the wider community. This policy outlines our standards, response times, and your rights when interacting with our team.
We aim to deliver support that is respectful, prompt, inclusive, and solutions-focused — whether you’re reporting an issue, giving feedback, or asking a question.
1. Our Commitment to You
We strive to:
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Provide friendly, respectful and helpful service at all times
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Respond to all enquiries in a timely and professional manner
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Resolve issues fairly, transparently and as quickly as possible
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Continuously improve based on user feedback
2. Contacting Customer Support
You can contact our customer support team via email at:
We currently offer support through email only. Please include as much detail as possible (e.g. your account email, description of the issue, relevant screenshots if available) to help us resolve your enquiry quickly.
3. Response Times
We aim to respond to all enquiries within:
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2 business days for general enquiries
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1 business day for urgent issues (e.g. app crashes, prize redemption errors)
If we require more time to investigate your matter, we’ll let you know and keep you updated.
4. Behaviour and Respect
Our team is here to help, and we ask that all communication be respectful.
We will not tolerate:
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Abusive, threatening or discriminatory language
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Spam or fraudulent claims
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Harassment of staff or other users
Inappropriate behaviour may result in limited support access or account restrictions.
5. Complaints and Feedback
We welcome feedback and take complaints seriously.
To lodge a complaint:
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Email info@driprun.com.au with the subject line “Complaint”
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Include your full name, account email, a clear summary of the issue, and any relevant documentation
Complaints are reviewed by our team and escalated where necessary. We will acknowledge your complaint within 2 business days and aim to resolve it within 10 business days.
If you’re not satisfied with our resolution, you may request a further review by a senior team member.
6. Accessibility and Inclusion
We aim to provide services that are accessible to all users, including those with disabilities or additional support needs. If you require assistance using our platform, or have specific accessibility needs, please contact us and we’ll do our best to accommodate your request.
7. Continuous Improvement
We regularly review our customer service processes and train our team to ensure a consistent and positive experience for all users. Your feedback is an important part of how we improve.
8. Changes to This Policy
This policy may be updated occasionally. Any significant changes will be published on our website or within the app. Continued use of our Services following an update will be taken as acceptance of the revised policy.
If you have any questions about this policy or our customer service standards, please reach out to us at:
We’re here to help and appreciate your support.