Support

What to include

The more of this you send in the first email, the fewer rounds it takes:

• The email address on your Sweetspot account, and your business name.
• The order, offer or conversation it concerns — the order number, or the link from your address bar.
• What you expected to happen, and what happened instead.
• A screenshot, if it is something you can see. It saves a whole exchange.
• Whether you are on the iPhone app or a web browser, and which browser.

Never send us a password, a full card number or a bank login. We will never ask for any of them.

Common questions

An order has gone wrong

Message the other business first, from the conversation attached to the order — most problems are a mix-up that they can fix faster than we can. If that does not resolve it, email us the order number and we will mediate. What we can and cannot refund is set out in the Refunds section of the Terms.

The seller cancelled, or I could not collect my order

A seller cancelling or being unable to fulfil means a full, automatic refund to the card you paid with; it usually shows on the statement within 5–10 business days. Cancelling before the seller starts preparing is also a full refund. After it is prepared, or if it is never collected, a refund is at the seller’s discretion — ask them, then ask us.

Pickups and delivery slots

The slot on the order is the seller’s commitment. If you are going to be late, say so in the conversation rather than turning up and hoping; if a seller misses a slot without telling you, that is worth reporting to us.

Offers

An offer can be revised or withdrawn until the other side accepts it, and it expires on its own when the window passes. Accepting one creates the order. If an offer looks stuck, check whether it has expired before assuming it is a bug — expired offers stay visible so you have the history.

Messaging

Conversations live under Messages and are tied to the business you are currently acting as, so if a thread is missing, check the business switcher at the top first. Messages with a business you have blocked are hidden from both sides.

Payments, fees and payouts

Payments run through Stripe; we never see or store your card number. Sellers pay a 6% commission — 0% for the first 90 days — and card processing fees come out of that, not out of the payout. Payouts go to your Stripe Connect account when an order is marked picked up, normally landing in one to two business days. If a payout has not arrived, check Stripe first for a verification request, then email us.

Reporting a listing, a message or a business

Use the Report action in the menu on the listing, the conversation or the business page. Tell us what is wrong — misleading listing, undeclared allergens, harassment, someone else’s photos, suspected fraud. We look at every report, and reports about food safety, fraud or threats go to the front. You can also email us if you would rather explain it at length.

Blocking someone

Block is in the same menu as Report, on any business or conversation. Blocking stops messages and offers between you and hides you from each other on the marketplace. You can unblock later from your settings. Blocking is not reporting — if someone did something wrong, please report them too, or we never learn about it.

Deleting your account

In the app, go to Settings → Account → Delete account. It removes your personal information and takes your storefront down. If you would rather we did it, email support@sweetspot.la from the address on the account and we will verify it is you and delete it. Records the other side of a completed transaction relies on, and records we must keep for tax, stay — the Privacy Policy says exactly what and for how long.

Getting a copy of your data

Email us from the address on the account and we will send you a copy, or correct something that is wrong. We verify the request comes from the account holder, and we respond within 45 days.

I cannot sign in

Use the reset link on the sign-in screen first; it goes to the address on the account. If the email never arrives, check spam, then write to us from that same address and tell us what you tried.

Spot, the in-app assistant

Spot is AI. It drafts and suggests — it never sends a message, changes a price or places an order without you tapping to confirm. It can be wrong, so check prices and order details before you confirm anything.

Policies

Privacy Policy — what we collect, who we share it with, and how to get it deleted.

Terms of Service — the rules of the marketplace, including refunds, fees and food-safety responsibility.