Legal

Dispute Policy

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This Dispute Policy explains what to do if something goes wrong with a transaction on Bamba Wallet, and how we investigate and resolve disputes.

1. What Counts as a Dispute?

A dispute may be raised for any of the following situations:

A deposit was made but not reflected in your wallet balance
A transfer was sent to the wrong recipient
A withdrawal was requested but not received within a reasonable time
An unauthorised transaction appears on your account
Fees were charged that were not disclosed at the time of the transaction

2. How to Raise a Dispute

Contact support

Email [email protected] with your full name, account email, and a description of the issue.

Provide transaction details

Include the transaction reference, date, amount, and any relevant screenshots or proof of payment.

We investigate

Our team will review the relevant transaction records and audit logs. You will receive an acknowledgement within 1–2 business days.

Resolution

We will communicate our findings and any action taken. Resolution timelines depend on the complexity of the case, but we aim to resolve most disputes within 5–10 business days.

3. Transfers to Wrong Recipients

Wallet transfers are processed based on the recipient details you provide. If you send funds to the wrong person, we will attempt to assist, but we cannot guarantee recovery of funds already received and withdrawn by the recipient. Please double-check recipient details before confirming any transfer.

4. Fraudulent or Unauthorised Transactions

If you believe your account has been accessed without your authorisation, contact us immediately. We will review account activity and may temporarily suspend your account while the investigation is ongoing to protect your funds.

5. Outcomes

Possible outcomes of a dispute investigation include:

Credit to your wallet for confirmed errors on our part
Reversal or hold of a transaction where technically possible
A written explanation where no action can be taken
Referral to relevant authorities where fraud is confirmed

6. Disputes We Cannot Resolve

We are not able to intervene in disputes between you and a third party (e.g. a seller or service you paid via wallet transfer). Bamba Wallet facilitates money movement between wallet users and is not a party to your personal or commercial agreements with others.

7. Contact

All disputes should be directed to [email protected]. Please include as much detail as possible to help us assist you quickly.