Legal

1. Introduction

This Refund Policy explains when refunds, reversals, or credits may be available for transactions processed through Pleep’s website, mobile applications, WhatsApp experiences, and related services (collectively, the “Services”).

Pleep is a financial technology company, not a bank. Money movement, card issuance, identity verification, and settlement are provided through licensed banking and payment partners. Refund eligibility and timing may therefore depend on partner rules, payment method, corridor, and transaction status.

By using the Services, you agree to this Refund Policy together with our Terms of Service, Privacy Policy, and Acceptable Use Policy.

2. Scope

This policy applies to:

• Wallet funding, transfers, and withdrawals
• Cross-border and local payment transactions
• Fiat and stablecoin/crypto conversions
• Service fees, platform charges, and subscription-related billing where applicable
• Virtual card authorizations, declines, and settlement adjustments
• Failed, duplicate, or incorrectly charged transactions initiated through Pleep

3. General Principles

Pleep aims to resolve eligible refund requests fairly and promptly. Because many transactions involve third-party banks, card networks, mobile money operators, and blockchain networks, we cannot always guarantee instant refunds once funds have left your Pleep wallet or been delivered to a beneficiary.

Where a transaction has completed successfully and funds have been received by the intended recipient, a refund generally requires the recipient’s cooperation or a formal reversal process through our partners. We will assist you where permitted by law and partner policy.

4. When a Refund May Be Issued

We may approve a refund, reversal, or credit where:

• A transaction failed but your account or funding source was debited
• You were charged more than once for the same transaction
• A transfer could not be completed and funds remain recoverable
• A verified technical error on Pleep’s platform caused an incorrect debit
• A partner or network reversal is approved and returned to Pleep
• A regulated dispute is resolved in your favor under applicable consumer protection rules
• A fee was charged in error or without proper disclosure

5. Transactions That Are Usually Not Refundable

Refunds are generally not available for:

• Completed transfers where the beneficiary has already received the funds
• User error, including sending to the wrong recipient, tag, wallet address, or account details you entered
• Market movements, exchange-rate changes, or crypto price fluctuations after a conversion is executed
• On-chain blockchain transfers that have been confirmed on the network
• Transactions declined due to insufficient balance, limits, sanctions screening, or compliance review
• Charges resulting from activity that violates our Terms or Acceptable Use Policy
• Third-party merchant purchases made with a virtual card, except where chargeback or reversal rights apply

6. Fees and Exchange Rates

Displayed fees and exchange rates are applied at the time you confirm a transaction. Network fees, partner fees, and correspondent charges may be non-refundable once a transaction is submitted.

If only part of a transaction is reversed, any non-recoverable partner or network fees may be deducted from the refunded amount.

7. How to Request a Refund

To request a refund, contact us as soon as possible with the details below. Prompt reporting helps us trace and recover funds where possible.

• Email: support@pleep.io
• Business address: No. 1 Adedeji Adekola, Lekki, Ikate, Lagos, Nigeria
• Your full name and registered Pleep account email or phone number
• Transaction reference, date, amount, and currency
• A clear description of the issue
• Supporting documents such as receipts, screenshots, or bank/card statements where relevant

8. Review and Processing Times

We will acknowledge refund requests within 2 business days and review them using transaction records, partner responses, and compliance requirements.

Approved refunds are typically returned to your original funding source or Pleep wallet balance. Processing times vary by payment method and partner:

• Internal wallet balance credits: usually within 1–3 business days after approval
• Card or bank-funded reversals: typically 5–14 business days, depending on the issuing bank or card network
• Cross-border or partner-settled transfers: may take longer while correspondent institutions complete reversal procedures
• Crypto or blockchain-related transactions: subject to network confirmation and partner recovery timelines

9. Chargebacks and Formal Disputes

If you funded a transaction with a debit card, credit card, or linked bank account, your card issuer or bank may offer separate chargeback or dispute rights under its own rules.

Please contact us before initiating a chargeback where possible so we can investigate directly. Unwarranted or duplicate chargebacks may result in account restrictions while the matter is reviewed.

10. Unauthorized Transactions and Fraud

If you believe a transaction was unauthorized, notify us immediately at the contact details below and secure your account, device, and messaging channels.

We may temporarily restrict your account while investigating suspected fraud, money laundering, or policy violations. Refunds for unauthorized activity are handled in line with applicable law, partner rules, and the outcome of our investigation.

11. Business and OTC Accounts

Business, merchant, and OTC desk transactions may be subject to separate commercial terms, settlement schedules, or irrevocability rules disclosed at the time of trade. Where separate agreements apply, those terms control to the extent of any conflict with this policy.

12. Changes to This Policy

We may update this Refund Policy from time to time. The updated version will be posted on our website with a revised “Last updated” date. Material changes may also be communicated through the Services or by other reasonable means.

13. Contact Us

For questions about this policy, contact Pleep at support@pleep.io. Our business address is No. 1 Adedeji Adekola, Lekki, Ikate, Lagos, Nigeria.

For the fastest response, include your transaction reference and account email in your message subject line.