VaultPay NG Dispute Resolution Policy
Introduction:
At VaultPay NG, our commitment is to provide a secure and reliable platform for financial transactions. We understand that disputes may arise from time to time, and we are dedicated to resolving them promptly and fairly. This Dispute Resolution Policy outlines the procedures and guidelines to be followed when disputes arise in connection with our services.
1. Contact Customer Support:
If you encounter any issues or have concerns about a transaction, we encourage you to contact our Customer Support team (support@vaultpay.ng) as your first point of contact. Our team is available to assist you and will make every effort to resolve the matter to your satisfaction.
2. Providing Relevant Information:
To facilitate a swift resolution, please provide detailed information regarding the dispute, including transaction details, dates, and any relevant documentation. This will assist us in thoroughly investigating the matter.
3. Dispute Submission Timeframe:
Disputes should be reported to VaultPay NG within 2 days from the date of the transaction. Timely reporting enables us to conduct a thorough investigation and enhances our ability to provide a resolution.
4. Investigation Process:
Upon receiving a dispute, VaultPay NG will initiate an investigation into the matter. Our team will review all relevant information, including transaction records, communications, and any supporting documentation provided by the user.
5. Resolution and Communication:
Once the investigation is complete, VaultPay NG will communicate the findings to the user. If the dispute is found in favor of the user, appropriate actions will be taken to rectify the issue, which may include a refund or correction of the transaction.
6. Escalation:
If the user is not satisfied with the resolution provided, they may request the dispute to be escalated. The escalated dispute will be reviewed by a higher-level team to ensure a fair and impartial assessment.
7. Timeframe for Resolution:
VaultPay NG is committed to resolving disputes in a timely manner. While the specific timeframe may vary depending on the complexity of the dispute, we strive to provide a resolution within 7 working days from the date of dispute submission.
8. Legal Recourse:
In the event that a dispute cannot be resolved through our internal procedures, users have the option to pursue legal recourse through appropriate legal channels.
9. Policy Updates:
VaultPay NG reserves the right to update this Dispute Resolution Policy as needed. Users will be notified of any changes, and the updated policy will be made available on our platform.
At VaultPay NG, we value transparency, fairness, and customer satisfaction. This Dispute Resolution Policy reflects our commitment to ensuring that disputes are handled with diligence and in accordance with established procedures.
