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UNIFINA COMPLAINTS & DISPUTE RESOLUTION POLICY

Effective Date: March 8, 2026 | Last Updated: March 8, 2026

Unifina Limited ("Unifina," "we," "us," or "our") is committed to providing reliable financial technology services and resolving user concerns fairly, promptly, and transparently.

This Complaints & Dispute Resolution Policy explains how users may submit complaints and how we handle disputes relating to our Services.

1. OUR COMMITMENT

We are committed to:

  • Treating all complaints seriously
  • Handling complaints in a fair and timely manner
  • Maintaining transparency throughout the resolution process
  • Complying with applicable Nigerian laws and regulatory requirements
  • Working with our partners (such as payment processors and verification providers) to resolve issues where necessary

2. WHAT IS A COMPLAINT?

A complaint may relate to:

  • Failed or delayed transactions
  • Incorrect debit or duplicate charges
  • Transfer errors
  • Airtime or bill payment issues
  • Account restrictions or freezes
  • Verification (KYC) concerns
  • Service dissatisfaction
  • Alleged unauthorized transactions

3. HOW TO SUBMIT A COMPLAINT

You may submit a complaint by contacting us through:

Email: support@unifina.com.ng
Website: www.unifina.com.ng
In-app support (if available)

To help us resolve your complaint quickly, please include:

  • Your full name
  • Registered phone number or email address
  • Transaction reference number (if applicable)
  • Date and time of the issue
  • A clear description of the issue
  • Any relevant screenshots or documents

Incomplete information may delay resolution.

4. ACKNOWLEDGMENT OF COMPLAINTS

Upon receiving your complaint:

  • We will acknowledge receipt within a reasonable timeframe (typically within 24-72 hours, excluding weekends and public holidays).
  • You may be assigned a reference number for tracking purposes.

5. INVESTIGATION PROCESS

Once your complaint is received:

  1. We will review the details provided.
  2. Where necessary, we may request additional information.
  3. If the issue involves a third-party partner (such as Paystack or a banking partner), we may escalate the matter to them.
  4. We will monitor the case until resolution.

Certain investigations may require coordination with:

  • Payment processors
  • Banks
  • Identity verification providers
  • Telecommunications operators
  • Regulatory or law enforcement authorities (where required)

Resolution timelines may vary depending on the complexity of the issue and third-party involvement.

6. TRANSACTION DISPUTES

6.1 Failed or Pending Transactions

If a transaction is:

  • Marked as failed but funds were debited, or
  • Stuck in pending status,

We will investigate with the relevant payment or banking partner.

Refund or reversal timelines depend on the partner's internal processes and regulatory requirements.

6.2 Incorrect Transfers

If you provide incorrect recipient details (e.g., wrong account number or phone number):

  • Unifina will make reasonable efforts to assist in contacting the receiving institution.
  • However, we cannot guarantee recovery of funds where incorrect details were provided by the user.

6.3 Unauthorized Transactions

If you believe a transaction was unauthorized:

  • Notify us immediately.
  • We may temporarily restrict your account during investigation.
  • You may be required to provide supporting documentation.

Unifina will investigate whether the transaction resulted from:

  • Compromised credentials
  • Device access
  • Fraudulent activity
  • User negligence

Unifina is not liable for losses resulting from failure to safeguard login credentials, OTPs, PINs, or devices.

7. ACCOUNT RESTRICTIONS AND FREEZES

Accounts may be restricted or frozen due to:

  • Suspected fraud
  • Suspicious transaction patterns
  • KYC verification issues
  • Chargeback disputes
  • Regulatory or law enforcement requests
  • Partner-imposed restrictions

Where legally permitted, we will notify you of such restrictions and provide guidance on steps required to resolve the issue.

8. CHARGEBACKS

If you initiate a chargeback through your bank or card issuer:

  • We may suspend your account pending investigation.
  • We may share relevant transaction information with the bank or payment processor.
  • We reserve the right to recover funds where a chargeback is found to be fraudulent or abusive.

9. ESCALATION PROCESS

If you are not satisfied with the initial resolution:

  1. You may request a further review by replying to our support team.
  2. Your complaint may be escalated to senior review within Unifina.
  3. Where applicable, you may seek redress through appropriate regulatory or legal channels in Nigeria.

10. RESOLUTION TIMELINES

While we aim to resolve complaints promptly, resolution times may vary depending on:

  • The complexity of the issue
  • Availability of required information
  • Third-party partner response times
  • Regulatory requirements

We will keep you informed of material updates where necessary.

11. FAIR TREATMENT

Unifina is committed to:

  • Fair and unbiased review of complaints
  • Protection of user data during investigation
  • Clear communication during dispute handling

We expect users to provide accurate information and cooperate during investigations.

12. ABUSIVE OR FRAUDULENT COMPLAINTS

We reserve the right to:

  • Reject complaints that are fraudulent or abusive
  • Restrict or terminate accounts where users misuse the dispute process
  • Report fraudulent chargebacks or false claims to appropriate authorities

13. GOVERNING LAW

This Complaints & Dispute Resolution Policy is governed by the laws of the Federal Republic of Nigeria.

14. CONTACT US

For all complaints and disputes, contact:

Unifina Limited
Website: www.unifina.com.ng
Email: support@unifina.com.ng