This Dispute Resolution & Complaint Handling Policy outlines the procedures available to users of the ValarPay platform for reporting issues, resolving disputes, and seeking assistance. VALAR GLOBAL SERVICES LIMITED is committed to ensuring transparent, fair, and timely resolution of complaints in accordance with the Central Bank of Nigeria (CBN) Consumer Protection Framework and applicable regulatory guidelines.

1. Purpose of This Policy

The purpose of this Policy is to provide a clear and accessible framework for:

• Submitting complaints and dispute reports
• Tracking the status of complaints
• Ensuring timely and fair resolution
• Escalating unresolved issues to relevant authorities

2. Scope

This Policy applies to all users of the ValarPay mobile app, website, and related financial services delivered through our licensed partner institutions.

3. Types of Complaints Accepted

You may submit a complaint regarding:

• Failed or pending transactions
• Incorrect debit or unauthorized charges
• Issues with virtual accounts or wallet funding
• Transfer delays or settlement issues
• Service interruptions or technical errors
• KYC verification challenges
• Account access or security concerns
• Customer service dissatisfaction

4. How to Submit a Complaint

You can contact ValarPay using any of the following channels:

• Email: support@valarpay.com
• Phone: 02013309609
• In-app support chat
• Website support portal

Please provide the following information:

• Your full name and registered account details
• Transaction ID (if applicable)
• Description of the issue
• Supporting evidence (screenshots, receipt ID, etc.)

5. Response Timelines

Our complaint handling timelines follow CBN Consumer Protection regulations:

• Acknowledgement: Within 24 hours
• Resolution of electronic transfers: Within 72 hours
• Card disputes: 3–7 business days
• Complex financial disputes: Up to 14 working days

If a resolution requires input from our licensed partner bank, timelines may depend on their response and regulatory obligations.

6. Escalation Process

If your complaint is not resolved to your satisfaction, you may escalate it:

• Request for further review internally
• Escalation to our partner financial institution responsible for the service
• Escalate to the Central Bank of Nigeria (CBN) CENRAL Consumer Protection Department

You may contact CBN using:

📧 cpd@cbn.gov.ng
🌐 https://www.cbn.gov.ng

7. Fraud & Unauthorized Transactions

For fraud-related issues, unauthorized debits, or suspicious account activity, ValarPay may temporarily restrict the account to safeguard user funds during investigation.

Investigations may require collaboration with:

• Partner banks
• Payment processors
• Law enforcement agencies (if necessary)

8. User Responsibilities

Please ensure that:

• You provide accurate and complete information
• You do not delay in reporting an issue
• You maintain secure access to your ValarPay account

9. Contact Information

If you need help regarding a dispute or complaint:

VALAR GLOBAL SERVICES LIMITED

23, OGAGIFO STREET, OFF DBS ROAD, BEFORE GQ SUITES, ASABA, DELTA STATE.

Email: support@valarpay.com

Phone: 02013309609