Transaction Dispute Resolution

    Nigeria-Specific Dispute Process | Last updated: January 2026

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    Risk Disclaimer

    Crypto assets are volatile and carry risk. Users trade at their own discretion. FirstFlip does not guarantee profits.

    1. Purpose

    This policy establishes a fair, transparent, and efficient process for resolving transaction disputes in accordance with Nigerian financial regulations, the Consumer Protection Council Act, and CBN guidelines on customer complaint handling.

    2. Dispute Resolution Timeline

    Step 1: Initial Complaint0-2 hours

    Submit your dispute via WhatsApp or email with transaction details and evidence.

    Step 2: Acknowledgment2-4 hours

    Our team acknowledges receipt and assigns a case reference number.

    Step 3: Investigation24-48 hours

    We investigate the transaction, review evidence, and contact relevant parties.

    Step 4: Resolution Proposal48-72 hours

    We propose a resolution based on findings. Both parties review and respond.

    Step 5: Final Decision72-96 hours

    Final decision is communicated. If unresolved, escalation options are provided.

    3. How to File a Dispute

    Submit your dispute via:

    Required Information:

    • Transaction ID/Reference number
    • Date and time of transaction
    • Amount and currency involved
    • Description of the issue
    • Supporting evidence (screenshots, receipts, etc.)
    • Your preferred resolution

    4. Types of Disputes Covered

    Covered
    • • Delayed transactions
    • • Incorrect amounts credited/debited
    • • Failed transactions with deductions
    • • Exchange rate discrepancies
    • • Unauthorized transactions
    Not Covered
    • • Market price changes after trade
    • • User errors in entering details
    • • Losses from fraudulent third parties
    • • Network congestion delays
    • • Disputes filed after 30 days

    5. Escalation Process

    If you are unsatisfied with our resolution:

    1. Internal Appeal: Request a senior review within 7 days of initial decision
    2. Management Review: Escalate to FirstFlip management for final internal review
    3. External Mediation: Contact the Consumer Protection Council of Nigeria
    4. Regulatory Complaint: File with the CBN or NFIU if unresolved
    5. Legal Arbitration: Pursue arbitration in Lagos, Nigeria as per our Terms

    6. Response Time Commitment

    • WhatsApp initial response: 10-50 seconds
    • Email response: Within 2 hours
    • Full resolution: 72-96 hours for standard disputes

    7. Nigerian Regulatory Framework

    This dispute resolution process complies with:

    • Central Bank of Nigeria (CBN) Consumer Protection Regulations 2019
    • Consumer Protection Council Act (CPCA)
    • Nigeria Deposit Insurance Corporation (NDIC) guidelines
    • Federal Competition and Consumer Protection Act (FCCPA) 2018
    Signed & Issued by FIRST FLIP LTD (RC 9023563)