Flutterwave Payment Protection Promise

Whenever you shop online and see the Flutterwave logo, we want you to feel confident and secure in your choice. That’s why we are providing you with a guarantee that ensures that you are protected every time you spend with Flutterwave. We guaranty that you will be protected if the item or service you paid for didn’t arrive, is faulty or damaged or doesn’t match what was listed.

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Our promise

You will always be eligible to receive a full refund for purchases up to N10,000, provided that your payment scenario is covered by our Payment Protection Promise.

Log your claim for a refund

After you log your claim against a merchant, we will contact the merchant and give you a response on your claim within 24 hours or as soon as we get a response from the merchant.

Clear communication

We will keep updating you on the resolution status of your claim until it is completed. Resolution time is usually 2 to 5 business days.

Options to receive your funds

We will provide you with options to receive your disputed funds if the claim is ruled in your favor.

Timely receipt of funds

When your claim is approved, you will get your money within 24 hours for a purchase made via bank transfer, while card payments take 3 to 15 business days.

Safety and security guaranteed

At Flutterwave, we take security seriously so every payment made on our platform is 100% secure, even exceeding industry standard.

Blacklist fraudulent merchants

If a merchant is found to be repeatedly fraudulently charging you and other users, we will ensure that they are unable to continue perpetrating such services through Flutterwave’s technology, and report them to the appropriate authorities.

What is covered

All payments and Flutterwave initiated transfers made to merchants for the provision of goods and services are covered by the Flutterwave Payment Protection Promise.

  • Payments for items that adhere to our terms of service. See here
  • Payments for items to Flutterwave merchants that were processed via the Flutterwave gateway.
  • Payments for transactions within 60 days after the transaction date.
  • This policy is only in effect for Flutterwave businesses in Nigeria, i.e businesses transacting in Naira.

As much as we want to protect you and your money, there are scenarios that our promise will not be able to provide cover for.

  • Payments for items that violate our terms of service. See here
  • Payments for items to Flutterwave merchants that were not processed via the Flutterwave gateway.
  • Payments for transactions processed over 60 days after the transaction date.
  • Payments for items delivered exactly as described by the seller — you changed your mind after a purchase and after the merchant’s refund promise has elapsed.
  • Payments for transactions that have previously been disputed by your bank’s chargeback process.
  • Payments for damage or loss that occurs to goods after they are delivered to the destination you provided to your seller (including a freight forwarder).

When to log a claim

You can file a claim against a merchant if you have reached out to the merchant regarding a dispute and provided them with 24 hours to respond and any of the following scenarios apply:

  • The merchant failed to deliver the items within the maximum estimated delivery date communicated to you.
  • You received the item, but the item was defective, damaged, or not the item depicted in the merchant’s description.
  • The merchant did not accept the return of the item despite you being in accordance with the return policy or on their own website/page/app.
  • The merchant has charged an amount greater than the amount you authorized for your purchase.
  • You returned the item to the merchant per an agreement between you both and the merchant has not provided the agreed upon reimbursement after receiving the item (You have provided the merchant with 14 days to issue a refund from their receipt of the returned item). If you refuse a delivery, your claim may not be covered.

How to log a claim

There are two main ways to log a claim, you can either do this 100% on your own through our disputes page - dispute.flutterwave.com, or you can let any of our agents know whenever you reach out to us through our email hi@flutterwavego.com or via twitter at @FLWSupport.

  • Visit our disputes page on dispute.flutterwave.com   and provide your details.
  • Click through on the disputed transaction.
  • Click the 'Check Payment' button.
  • Provide your details as well as all the information requested.
  • Look out for the correspondence from us through the process, we will send this via email and SMS.
  • Send us a message through any of our support channels - Twitter , Facebook , or Email .
  • Provide us with as much detail as possible.
  • Let us know you want to log a claim against the merchant.
  • Look out for the correspondence from us through the process via email and SMS.

What happens if we can’t pay up?

In circumstances that are not covered by our payment protection promise, or if after investigation, we find that there is no validity to the claim that has been raised, and you still believe that you should be refunded, our arbitration process will kick in and we will attempt to mediate between you and the merchant.

If after the arbitration process, you still believe that you should be refunded, we encourage you to seek redress in a civil court against the merchant in question.

Flutterwave will continue to do our best to ensure that all complaints come to a natural and logical conclusion.

Safety and security guaranteed

At Flutterwave, we take security seriously, so every payment made on our platform is 100% secure, even exceeding industry standards.

ISO 27001 & 22301 Certification

Our ISO 27001 & 22301 certification means that we have acceptable business practices and processes, including a robust business continuity plan.

PA DSS & PCI DSS Compliant

This certification is proof that Flutterwave as a payment gateway processor, has satisfied the highest level of Security Audit and authorizations.

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