Consumer Code of Practice – FlexiPay

Consumer Code of Practice

This Consumer Code outlines FlexiPay.ng’s commitment to protecting consumers’ interests, ensuring transparency, and providing high-quality financial technology services in line with Nigerian regulatory standards.

1. Introduction

This Consumer Code of Practice (“the Code”) is issued by FlexiPay.ng in compliance with Section 106(2) of the Nigerian Communications Act, 2003 and Regulation 4(1) of the Consumer Code of Practice Regulations, 2007. It defines the rights and obligations of FlexiPay and its consumers.

2. Scope and Objectives

This Code applies to all products and services offered by FlexiPay.ng. It aims to:

• Ensure that consumers are treated fairly and respectfully.
• Provide clear information about our services and charges.
• Outline complaint handling and redress mechanisms.
• Promote transparency, data privacy, and ethical service delivery.

3. Definitions

In this Code, “Consumer” refers to any person or entity using FlexiPay’s services. Words importing the plural include the singular, and vice versa. References to any gender shall include all genders.

4. Application of the Code

This Code governs FlexiPay.ng’s interactions with consumers. Where there is any inconsistency between this Code and the NCC General Code, this Code shall apply as long as its terms are not less favorable to the consumer.

5. Information to Consumers

FlexiPay.ng ensures that all service-related information provided to consumers is accurate, complete, and easy to understand. Details about fees, terms, and conditions are available on our website and mobile app.

6. Description of Services

FlexiPay.ng provides secure and convenient digital payment services, including:

• Wallet funding and money transfers
• Bill and utility payments
• Merchant and POS transactions
• Virtual account management and integrations

7. Service Subscription and Contracts

Customers may subscribe to FlexiPay’s services through the web or mobile app. Upon successful registration, a confirmation message or email will be sent. Service terms are clearly defined and accessible before activation.

8. Service Availability

FlexiPay.ng services are available nationwide. However, service availability may depend on internet connectivity, network coverage, and system uptime.

9. Advertising and Promotional Materials

FlexiPay ensures all advertisements are truthful, accurate, and not misleading. Where promotional offers are limited or conditional, such details will be clearly stated in the offer terms.

10. Complaint Handling and Redress

FlexiPay.ng operates a responsive customer service desk available from 8:00 AM to 5:00 PM (WAT). For complaints or inquiries:
Phone: +234 803 900 3030
Email: support@flexipay.ng
Website: www.flexipay.ng

When lodging a complaint, please provide your transaction reference, registered phone number, and a brief description of the issue. FlexiPay will acknowledge receipt immediately and resolve most issues within 5 business days.

11. Escalation of Unresolved Complaints

If a customer is dissatisfied with our resolution, they may escalate the issue to the Nigerian Communications Commission (NCC) or other relevant regulatory bodies for further review.

12. Data Protection and Privacy

FlexiPay.ng strictly adheres to the Nigerian Data Protection Act (NDPA) and maintains confidentiality of all customer information. Data collected is used solely for lawful and service-related purposes, as described in our Privacy Policy.

13. Billing, Charges, and Payment

• Consumers will be notified of applicable fees before service activation.
• Charges will be transparent and itemized where applicable.
• Receipts or confirmations are issued for all payments made.
• Where a service fails after payment, a refund or credit will be provided within 7 business days.

14. Opt-in and Opt-out

FlexiPay ensures that all services requiring consent are opt-in only. Customers may opt out of any non-essential communication or service at any time through the app or by contacting support.

15. Record Retention

All complaint, transaction, and service records are securely stored for a minimum of twelve (12) months or as required by regulatory guidelines.

16. Service Quality Commitment

FlexiPay is committed to providing consistent service availability, secure payment channels, and efficient transaction processing that meets industry best practices.

17. Consumer Protection Statement

FlexiPay.ng upholds every customer’s right to:

• Be informed about products and charges in a clear and transparent manner.
• Fair and timely redress of complaints.
• Privacy, confidentiality, and data security.
• Freedom to choose and opt out of services without penalty.
• Access accurate transaction and billing records.

18. Updates to This Code

FlexiPay may review and update this Code periodically to reflect service or regulatory changes. All updates will be published on our website. Continued use of our services implies acceptance of any revised terms.

Last Updated: October 2025