Disputes & Refunds

1. Our commitment

Every transaction on FastPay runs through a human agent and an audit trail. If you believe an exchange was handled incorrectly, you can raise a dispute and a member of our team will review it fairly and promptly.

2. When a dispute may arise

• payout did not arrive within the time we communicated;
• the amount paid out does not match the rate you locked;
• an asset you delivered was marked invalid and you disagree; or
• you believe there was an error or miscommunication during the exchange.

3. How to raise a dispute

Contact us as soon as possible, ideally within 48 hours of the transaction, through any of:

• the chat thread for that transaction (preferred — it keeps everything in context);
• WhatsApp at +234 800 000 0000; or
• email at support@fastpay.exchange.

Please include your transaction reference and any relevant details so we can find it quickly.

4. Evidence that helps

• the transaction reference and the date/time it took place;
• screenshots of the locked rate and the chat;
• proof of asset delivery (giftcard receipt, blockchain transaction hash, or wire confirmation); and
• your bank statement reference for the expected payout.

5. How we review

We acknowledge disputes within 1 business day and aim to resolve most within 3–5 business days. Complex cases — such as those needing a banking partner or blockchain investigation — may take longer, and we'll keep you updated while we work on it.

6. When a refund applies

You are entitled to a refund or correction where:

• we received your asset but did not deliver the agreed payout;
• you were paid less than the rate you locked, through our error; or
• a transaction was charged or processed in error on our side.

Refunds are returned to the original source where possible (for example, returning a crypto transfer to the sending wallet), or to your verified bank account.

7. When a refund does not apply

• the exchange completed correctly at the rate you locked;
• market movement after you locked a rate (a locked rate is final);
• incorrect payout details that you provided and confirmed;
• an asset that was invalid, already redeemed, fraudulent, or charged back; or
• requests that breach our Terms of Use or applicable law.

8. Escalation

If you're not satisfied with the outcome, ask for your case to be escalated to a senior reviewer. We'll take a fresh look and give you a final written response.

9. Chargebacks

Please contact us before initiating any chargeback so we can resolve the issue directly — it's almost always faster. Chargebacks raised on fraudulent or already-settled transactions may be contested with supporting evidence.

10. Contact

Need to raise or follow up on a dispute? Email support@fastpay.exchange or message us on WhatsApp at +234 800 000 0000.