If something goes wrong with a trade or order, we want to make it right. This policy explains how to raise a dispute, how quickly we respond, how we resolve things, and the escalation path if we cannot agree. It should be read alongside our Terms & Conditions.
01Our commitment
Every trade is logged with its reference, amounts, rates, accounts, and transaction hashes. That record is our shared source of truth and the fair arbiter of any dispute. We aim to resolve issues quickly, honestly, and with evidence — not opinion. Most problems are simple mismatches that are cleared up in a single conversation.
02How to raise a dispute
Raise any dispute on WhatsApp, quoting your trade reference (PZX-XXXXX). To help us resolve it fast, include:
- Your trade reference and roughly when the trade happened.
- What you expected to happen, and what actually happened.
- Any proof you have — the payment receipt, the transaction hash, or a screenshot of the quote.
Please raise disputes with us directly first, so we have a chance to put things right before any external step.
03Response times
We aim to acknowledge disputes promptly during our stated support hours. OTC enquiries are typically responded to within about 15 minutes in those hours. More complex disputes — those needing us to check blockchain confirmations, bank records, or a partner — may take longer to investigate fully, and we will keep you updated on progress rather than leave you waiting.
04How we resolve it
When you raise a dispute we will: confirm the trade in our log; review the evidence (hashes, receipts, timestamps, verified names); check what was quoted and locked; and explain our finding clearly. Where we got something wrong, we fix it. Where the record shows the trade was completed correctly, we will show you why. Decisions are based on the logged facts of the trade.
05Refunds & refund-to-source
Refunds, where due, are returned to the original paying account only. In particular:
- Third-party payments are refunded to source, without exception. If a payment came from an account that is not yours, we return it to that account and cancel the trade.
- Overpayments are refunded to source; underpayments are settled for the actual amount received at the locked rate.
- Unmatched deposits — funds we receive that cannot be tied to a completed trade — are held until you contact us with your reference and proof and pass normal verification.
06Non-refundable items
Some things cannot be reversed once done:
- Delivered digital products are non-refundable, because they cannot be returned. If a product is faulty or was not received, we will replace it or make it right.
- Completed crypto trades settled correctly at the locked rate are final — market movement after the fact is not grounds for a refund.
07Wrong network & confirmed addresses
Crypto sends are irreversible. Where you confirmed a receiving address (including our first-and-last-character confirmation step) that later proves wrong, the loss is your responsibility. Where funds are sent on the wrong network: if it is an EVM-compatible network, recovery may be possible as a goodwill gesture and may attract a recovery fee; on other networks, funds may be permanently unrecoverable. We do not guarantee recovery.
08Gift-card valuation
Gift-card values are confirmed at validation, not at quote. Where a valuation is disputed, our published rate sheet is the reference. Cards found to be already redeemed, invalid, or unlawfully obtained will be refused, and no payment is due on them.
09Merch returns & exchanges
For physical merchandise:
- Wrong or defective items — if we sent the wrong item or it arrived faulty, we will replace it at no cost to you. Tell us within a reasonable time of delivery and share a photo.
- Size exchanges — you may exchange for a different size within 7 days of delivery, provided the item is unworn, unwashed, and in its original condition with tags attached.
- Return shipping for a size exchange is the customer's responsibility; where the fault or error is ours, we cover it. Exchanges are subject to stock availability.
11Escalation & arbitration
If a dispute is not resolved by our support team, it can be escalated to PraizEx management for a further, good-faith review. If we still cannot agree, both sides will first attempt to settle the matter amicably through negotiation. Where that fails, the dispute may be referred to mediation or arbitration in Lagos, Nigeria, in accordance with applicable Nigerian law, before either party pursues court proceedings. Nothing in this policy removes any right you have under Nigerian law.
12Fraud, chargebacks & abuse
Disputes raised in bad faith — including fraudulent chargebacks, false claims, or attempts to reverse a correctly completed trade — will be defended using the trade log and may result in a blacklist and, where appropriate, referral to law enforcement. Pressure or urgency to bypass our process is itself a warning sign and will not change how we handle a dispute.
13Contact
To raise or follow up a dispute, message us on WhatsApp with your reference, email praizexchange013@gmail.com, or use our Contact page.
This is a draft prepared to give a qualified lawyer a sensible, honest starting point. It must be reviewed and finalised before launch and does not constitute legal advice.