Refund & Dispute Resolution Policy

INSPIREME PAY REFUND & DISPUTE RESOLUTION POLICY We want every payment on InspireMe Pay to be traceable and every complaint resolved quickly. This policy explains how refunds and disputes are handled, in line with the Central Bank of Nigeria's consumer protection expectations. 1. What counts as a dispute - A payment that left the payer's account but was not recorded or receipted - A duplicate charge, or an amount different from what was shown at checkout - A payment made to the wrong link, reference or organization - A card or bank transfer that failed, or that was reversed by the payer's bank - A refund the payer and the organization have agreed on - A complaint about fees, settlement timing, or a charge on a wallet top-up 2. How to raise it Raise it in the app through support chat or the contact form on our website, or by replying to your receipt. Include your name and contact details, the transaction reference, the date, the amount, the payment method, the organization you paid, and what went wrong. Where you can, attach the receipt or your bank alert. 3. Our timelines - We acknowledge every complaint, and give you a case reference, within 1 business day (24 hours). - We investigate and aim to resolve failed, duplicated or wrongly processed electronic transactions within 72 hours. - Where the resolution depends on our licensed partner or on the payer's bank, such as reversals, chargebacks and card scheme rules, it may take longer. We tell you that it is taking longer, why, and when to expect an outcome. - We keep you updated until the case is closed, and we tell you the outcome in writing. 4. How refunds are paid Refunds are returned through the original payment channel wherever possible: to the card or bank account the payment came from, or to the wallet when the payment was made from a wallet balance. Actual credit timing depends on the card issuer, the bank or the licensed partner, and the name on the receiving account must match. Where a refund is agreed with an organization, the collected funds for that transaction are reversed and the platform charge on it is reversed as well. Fees on completed and correctly processed transactions are not refunded. 5. Chargebacks If a payer's bank raises a chargeback, we respond with the transaction records we hold, including timestamps, references, receipts and evidence of what was paid for. The outcome is decided by the card scheme and the payer's bank. 6. Escalation If you are not satisfied with our handling or with our response time, ask us for the case reference and escalate to the Consumer Protection Department of the Central Bank of Nigeria. Complaints may also be taken to the Federal Competition and Consumer Protection Commission (FCCPC). We cooperate fully with both. 7. Records We keep complaint and dispute records, including their outcome, as part of our transaction records and in line with our record-keeping obligations. Contact us through in-app support or the contact form on our website.