Dispute Resolution

KATSOFT LIMITED (Katpay) is committed to resolving disputes fairly and efficiently. This Dispute Resolution Policy outlines the procedures for handling transaction disputes, chargebacks, refunds, and other conflicts between merchants, customers, and Katpay.

2.1 Reporting a Dispute

If you identify an issue with a transaction, you must:

• Report the dispute within 7 days of the transaction date
• Provide transaction reference number and date
• Explain the nature of the dispute with supporting evidence
• Submit relevant documentation (receipts, communication logs, etc.)

2.2 Investigation Process

3.1 What is a Chargeback?

A chargeback occurs when a customer disputes a transaction directly with their bank or card issuer, resulting in a forced reversal of funds. Chargebacks bypass the merchant and are initiated through the payment card network (Visa, Mastercard, Verve).

3.2 Common Chargeback Reasons

• Fraud: Unauthorized transaction or stolen card
• Product Not Received: Customer claims goods/services were not delivered
• Product Not as Described: Item differs significantly from listing
• Duplicate Transaction: Customer charged multiple times
• Processing Errors: Incorrect amount charged

3.3 Chargeback Process

When a chargeback is filed:

• Katpay is notified by the issuing bank (typically within 30-60 days of transaction)
• The disputed amount is immediately deducted from your settlement balance
• You have 7 days to respond with evidence to dispute the chargeback
• Katpay submits your evidence to the issuing bank for review
• Final decision is made by the bank (typically within 60-90 days)

3.4 Merchant Evidence Requirements

To successfully dispute a chargeback, provide:

• Proof of delivery (tracking number, delivery confirmation, signature)
• Customer communication logs (emails, SMS, chat transcripts)
• Product descriptions, terms of sale, and refund policy
• IP address, device fingerprint, and transaction timestamp
• AVS (Address Verification System) and CVV match results
• Customer account history and purchase patterns

3.5 Chargeback Fees

A chargeback fee of ₦2,000 is deducted for each chargeback filed, regardless of the outcome. This fee covers administrative and processing costs.

4.1 Merchant-Initiated Refunds

Merchants can initiate refunds directly through the Katpay dashboard:

• Full or partial refunds can be processed within 180 days of the original transaction
• Refunds are processed within 5-10 business days to the customer's original payment method
• Transaction fees are not refunded on merchant-initiated refunds
• Merchants must maintain their refund policy on their website/app

4.2 Customer-Requested Refunds

Customers should contact the merchant directly for refunds. If the merchant is unresponsive or refuses a valid refund:

• Customer contacts Katpay support with refund request and evidence
• Katpay mediates between merchant and customer
• If merchant does not respond within 7 days, Katpay may force a refund
• Forced refunds may result in merchant account penalties

Disputes between merchants and customers regarding product quality, delivery, or service should first be handled directly between the parties. Katpay may intervene if:

• The merchant violates Katpay's Terms of Service
• The customer alleges fraud or unauthorized charges
• Either party requests mediation through Katpay

Katpay's decision in mediated disputes is final and binding, unless escalated to arbitration (see Section 7).

If you are not satisfied with a dispute resolution, you may escalate:

7.1 Binding Arbitration Agreement

For disputes exceeding ₦500,000 that cannot be resolved through internal processes, both parties agree to binding arbitration administered by the Chartered Institute of Arbitrators (CIArb), Lagos, Nigeria.

7.2 Arbitration Rules

• Arbitration shall be conducted under the CIArb Arbitration Rules
• The arbitration tribunal shall consist of one arbitrator mutually agreed upon
• If parties cannot agree on an arbitrator, CIArb will appoint one
• The arbitration shall be conducted in English
• The seat of arbitration is Lagos, Nigeria
• The decision of the arbitrator is final and binding

7.3 Arbitration Costs

Arbitration costs, including arbitrator fees and administrative costs, shall be shared equally between the parties, unless the arbitrator decides otherwise based on the outcome.

7.4 Exceptions to Arbitration

Either party may seek injunctive relief or enforce intellectual property rights in Nigerian courts without resorting to arbitration.

If you believe Katpay has violated Nigerian regulations, you may file a complaint with:

• Central Bank of Nigeria (CBN): For payment and banking-related issues
• Nigeria Data Protection Commission (NDPC): For data privacy concerns
• Federal Competition and Consumer Protection Commission (FCCPC): For consumer rights violations
• Economic and Financial Crimes Commission (EFCC): For suspected fraud

For all dispute-related inquiries: