Dispute Resolution Policy

At Moneysasa, we recognize that disputes may arise in the course of using our platform, whether between users and Moneysasa, or between two or more users transacting through our system. Our Dispute Resolution Policy has been carefully developed to provide a fair, transparent, and efficient mechanism for addressing conflicts, ensuring that all parties have access to remedies, and maintaining trust within our platform.

This policy outlines the procedures, expectations, and principles governing the resolution of disputes. By using Moneysasa, you acknowledge and agree to abide by these terms.

1. Introduction to Dispute Resolution

Disputes are an inevitable aspect of financial transactions, particularly in a global environment where different jurisdictions, banking systems, and cultural practices intersect. At Moneysasa, we aim to minimize disputes by ensuring clarity, security, and accountability in every transaction. However, when disputes occur, we believe they should be resolved in a structured manner that upholds the rights of all parties involved.

Our dispute resolution framework is guided by the following principles:

1. Fairness and impartiality – All disputes are handled objectively and without bias.

2. Accessibility – Every user has access to dispute resolution mechanisms, regardless of location.

3. Efficiency – We strive to resolve disputes quickly to minimize inconvenience and financial harm.

4. Transparency – Users are informed of the process, timelines, and possible outcomes at every stage.

5. Compliance – Our dispute processes are aligned with international best practices, applicable financial regulations, and consumer protection laws.

2. Scope of Dispute Resolution

This policy applies to disputes arising from:

• Transactions between users and Moneysasa (e.g., issues with withdrawals, deposits, virtual card usage, or service interruptions).

• Transactions between users conducted through Moneysasa’s platform (e.g., a buyer paying a seller via Moneysasa, and the buyer disputing the transaction).

• Compliance-related disputes, including issues tied to AML/KYC requirements or account verification.

• Service-related disputes, such as billing errors, failed payments, or delays in processing.

This policy does not cover disputes unrelated to Moneysasa’s platform, such as external business agreements or personal disputes outside the system.

3. Types of Disputes

Disputes may generally fall into the following categories:

1. Payment disputes – Where funds have been sent but the recipient claims non-receipt or the sender disputes authorization.

2. Withdrawal disputes – Where a user requests a withdrawal to a bank or mobile wallet but experiences delays or non-completion.

3. Service disputes – Relating to subscription plans, virtual card charges, or platform features.

4. Compliance disputes – Involving account freezes, limits, or restrictions due to regulatory checks.

5. Fraudulent activity disputes – Where unauthorized use of accounts or identity theft is suspected.

4. Internal Dispute Resolution Process

Moneysasa provides a three-stage internal process for handling disputes:

Stage 1: Informal Resolution

• Users are encouraged to first attempt resolution directly via customer support through the Help Desk, email, or live chat.

• Our support team will attempt to clarify the situation, provide relevant transaction details, and, where possible, resolve the matter immediately.

• Most disputes are resolved at this stage through explanation, technical fixes, or account adjustments.

Stage 2: Formal Complaint

• If the issue is not resolved informally, the user may escalate by submitting a formal written complaint through their account dashboard or to support@moneysasa.com.

• The complaint must include:

  • User’s full name and account ID

  • Transaction details (date, amount, reference ID)

  • A description of the issue and desired outcome

  • Supporting evidence (screenshots, receipts, correspondence)

• A dedicated Dispute Officer will review the complaint within 7 business days and provide a written response.

Stage 3: Escalation to Senior Management

• If the user is dissatisfied with the outcome, they may escalate to Moneysasa’s Dispute Resolution Committee, comprising senior management and compliance officers.

• The Committee will conduct a comprehensive review, considering user evidence, transaction logs, and regulatory obligations.

• A final decision will be communicated to the user within 30 days of escalation.

5. External Resolution Mechanisms

If internal processes do not resolve the dispute to the user’s satisfaction, Moneysasa provides access to external resolution options:

1. Regulatory Authorities – Users may escalate disputes to relevant financial regulators in their jurisdiction, particularly in cases involving consumer rights or anti-money laundering compliance.

2. Alternative Dispute Resolution (ADR) – Users may request mediation or arbitration through independent third-party mediators recognized by Moneysasa. ADR offers a less formal, faster, and less expensive route than court proceedings.

3. Litigation – As a last resort, disputes may be taken to court. The governing law will typically be the jurisdiction specified in Moneysasa’s Terms and Conditions.

6. User Responsibilities in Dispute Resolution

To ensure fairness and efficiency, users must:

• Provide accurate, complete, and timely information during dispute processes.

• Act in good faith, avoiding fraudulent or malicious claims.

• Cooperate with investigations, including providing identity verification and transaction evidence.

• Accept the outcome of resolution processes in line with agreed terms.

7. Moneysasa’s Responsibilities

Moneysasa commits to:

• Handling all disputes with professionalism and impartiality.

• Maintaining clear communication with users throughout the process.

• Protecting users’ privacy and sensitive information during dispute investigations.

• Keeping detailed records of disputes for compliance and auditing purposes.

• Ensuring all resolution processes comply with applicable laws and regulations.

8. Common Scenarios Explained

To help users understand how disputes are handled, below are practical examples:

• Unauthorized Transaction: If a user claims that funds were transferred without authorization, Moneysasa will freeze the transaction, investigate logs, and request identity verification. If fraud is confirmed, funds may be refunded.

• Service Failure: If a withdrawal takes longer than expected, Moneysasa investigates delays with banks or mobile money operators and updates the user. Compensation may be provided in cases of platform fault.

• Compliance Hold: If a withdrawal is held due to incomplete KYC, Moneysasa will inform the user of the documents required. Once submitted and verified, the hold is lifted.

• Merchant Dispute: If a buyer pays a merchant through Moneysasa but does not receive the promised service, Moneysasa may mediate between both parties, holding funds in escrow until resolution.

9. Confidentiality

All dispute resolution processes are treated as strictly confidential. Information disclosed during a dispute will only be shared with relevant parties, regulatory authorities (where required), or legal bodies in compliance with applicable law.

10. Continuous Improvement

Moneysasa is committed to reviewing and improving its dispute resolution framework regularly. We welcome feedback from users and regulators to enhance fairness, efficiency, and accessibility.

11. Conclusion

Dispute resolution is central to building trust in financial systems. At Moneysasa, we provide a comprehensive framework that emphasizes fairness, speed, transparency, and compliance. Whether you are a freelancer, business owner, or everyday user, you can rest assured that disputes will be handled with professionalism and care.

By using Moneysasa, you agree to this Dispute Resolution Policy and commit to engaging with us in good faith should any conflict arise.