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.
You will always be eligible to receive a full refund of your purchase, provided that your payment scenario is covered by our Payment Protection Promise.
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.
We will always communicate the final resolution of a claim to you within 24 hours of you logging it.
We will provide you with options to receive your disputed funds if the claim is ruled in your favor
When your claim is approved, you will get your money within 24 hours.
At Flutterwave, we take security seriously so every payment made on our platform is 100% secure, even exceeding industry standard.
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.
All payments and Flutterwave initiated transfers made to merchants for the provision of goods and services are covered by the Flutterwave Consumer protection promise.
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.
You can get a refund for a product or service you paid for if:
You can file a claim against a merchant if you have reached out to the merchant regarding a dispute 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:
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 email@example.com or via twitter at @FLWSupport
In order to investigate and provide you with a timely resolution on a claim, we can ask you to provide the following details :
Partial details of your card, account number, MOMO number, or Mpesa number. This allows us to easily find all the transactions that have been attempted against your account and find the transaction in question. This also gives us a way to send your refund back to you if the resolution is in your favour.
This allows us to contact you through the process. We can also use this to help you find any transactions that have been initiated with your details.
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.