Legal & Policies

Help, Complaints & Support

Operated by ZexusPro Limited • Website: zexuspro.com • Last updated: October 27, 2026

Table of Contents (Sections 1 to 9)

1. Overview

This Help, Complaints & Support policy explains how to get help, raise issues, and make formal complaints about ZexusPro services, transactions, or user conduct.

We are committed to resolving issues fairly, transparently, and efficiently, in line with consumer-protection principles under Nigerian law and guidelines from regulators such as the Federal Competition and Consumer Protection Commission (FCCPC) and the Nigeria Data Protection Commission (NDPC).

This policy forms part of the Terms of Use & Marketplace Rules and should be read together with the Payments, Refunds & Disputes policy and Privacy Policy.

2. How to Get Help

If you have a question or need assistance, you can contact us through the following channels:

We recommend starting with the Help Centre or in-app support for faster resolution of common issues.

3. How to Make a Complaint

A complaint is any expression of dissatisfaction about our services, a transaction, a user's conduct, or our compliance with policies or laws.

You can make a complaint by:

  • Using the "Report a Problem" or "Raise a Dispute" feature on the relevant transaction page.
  • Sending an email to support@zexuspro.com or disputes@zexuspro.com with your name and account details, a clear description of the issue, relevant transaction IDs, dates, and amounts, any supporting evidence (messages, screenshots, photos, invoices), and the outcome you are seeking.
  • Calling or messaging us where phone/WhatsApp support is available.

We treat all complaints seriously and will acknowledge and investigate them fairly.

4. Our Complaints Handling Process

4.1 Acknowledgement

We will acknowledge your complaint within 2 business days of receipt. The acknowledgement will include a complaint reference number, the name or team handling your complaint, and an expected timeline for resolution or next update.

4.2 Investigation

We will review your complaint, relevant transaction records, messages, evidence, and any applicable policies. We may contact you or other parties for additional information, and will keep you informed of progress, especially if the investigation takes longer than expected.

4.3 Decision & Resolution

We will communicate our decision and any proposed resolution within a reasonable timeframe (see Section 6). Possible outcomes include an explanation or clarification, correction of an error, a refund, partial refund, or credit, re-performance or a replacement service, account restriction, suspension, or termination for user-conduct issues, or referral to arbitration or legal process where appropriate.

If you are not satisfied with the outcome, you may request escalation (see Section 5).

5. Escalation & External Redress

5.1 Internal Escalation

If you are not satisfied with the initial response, reply to the complaint email or message and clearly state that you wish to escalate the complaint. Your complaint will be reviewed by a senior member of the support or operations team, and we will provide a final internal decision within a reasonable timeframe.

5.2 External Redress

If you remain dissatisfied after our internal process, you may have the right to refer the matter to the Federal Competition and Consumer Protection Commission (FCCPC) if it relates to consumer rights, unfair practices, or marketplace conduct, refer data-protection issues to the Nigeria Data Protection Commission (NDPC), pursue arbitration or court proceedings as set out in the Terms of Use & Marketplace Rules, or use any other lawful dispute-resolution mechanism available to you.

Contact details for regulators:

6. Response Times

We aim to respond to complaints as follows: acknowledgement, within 2 business days; initial resolution or update, within 5 to 10 business days for standard complaints; complex complaints may take longer, and we will keep you informed of progress.

Disputes related to transactions are handled under the phased process set out in the Payments, Refunds & Disputes policy: 72-hour direct negotiation, 3 to 5 business day mediation, 5 to 10 business day independent inspection where applicable, and 14 to 30 day binding arbitration if the matter is not otherwise resolved.

Response times may vary depending on the complexity of the issue, availability of information, and cooperation of all parties.

7. Fair Treatment & Accessibility

We are committed to treating all users fairly, respectfully, and without discrimination, providing clear, plain-language communication, making reasonable accommodations for users with disabilities or special needs (for example, alternative formats or communication channels where feasible), and protecting your personal information in line with the Privacy Policy and applicable data-protection laws.

If you have specific accessibility needs, please let us know when you contact us.

8. Contact Details

ZexusPro Limited

Port Harcourt, Rivers State, Nigeria

Support channels:

Business hours:

Monday to Friday, 9:00 AM to 5:00 PM WAT, excluding public holidays.

9. Updates to This Policy

We may update this Help, Complaints & Support policy from time to time. Material changes will be communicated through the Platform, by email, or via a notice on the website before the changes take effect.

Continued use of the Platform after changes are posted constitutes acceptance of the updated policy.