VTUBOX

Dispute Resolution

Last updated: 10/7/2025

VTUBOX Dispute Resolution Process

1. Overview

At VTUBOX, we are committed to resolving disputes fairly and efficiently. This dispute resolution process outlines the steps for handling customer complaints, transaction disputes, and service-related issues.

Our Commitment: We aim to resolve all disputes within 5 business days and provide clear communication throughout the process.

2. Types of Disputes

We handle the following types of disputes:

  • Transaction Disputes: Failed transactions, incorrect amounts, unauthorized charges
  • Service Issues: Undelivered services, poor service quality, technical problems
  • Account Issues: Account suspension, verification problems, access issues
  • Refund Requests: Disagreements over refund eligibility or processing
  • Billing Disputes: Incorrect charges, fee disputes, payment processing issues
  • Security Concerns: Suspected fraud, unauthorized access, data breaches

3. Step 1: Initial Contact

First, contact our customer support team:

  • Email: support@vtubox.com (preferred method)
  • Phone: +234 XXX XXX XXXX (business hours only)
  • Live Chat: Available on our platform during business hours
  • Response Time: Within 24 hours for email, immediate for phone/chat

Required Information: Include your account details, transaction reference numbers, and a clear description of the issue.

4. Step 2: Initial Review

Our support team will:

  • Acknowledge receipt of your dispute within 24 hours
  • Review your account and transaction history
  • Investigate the issue with relevant departments
  • Provide an initial response within 48 hours
  • Request additional information if needed

Timeline: Most disputes are resolved at this stage within 2-3 business days.

5. Step 3: Escalation to Management

If you're not satisfied with the initial response:

  • Request escalation to our customer service manager
  • Email: disputes@vtubox.com with "Escalation Request" in subject
  • Include your original ticket number and detailed explanation
  • Provide any additional evidence or documentation

Management Review: Senior management will review your case within 3 business days and provide a detailed response with their decision.

6. Step 4: Internal Appeals Process

If you disagree with the management decision:

  • Submit a formal appeal within 7 days of the decision
  • Email: appeals@vtubox.com with complete case details
  • Include all previous correspondence and evidence
  • Clearly state why you believe the decision was incorrect

Appeals Review: Our executive team will conduct a final internal review within 5 business days.

7. Step 5: External Resolution

If internal resolution fails, you may pursue external options:

  • Central Bank of Nigeria (CBN): For financial services disputes
  • Nigerian Communications Commission (NCC): For telecommunications issues
  • Consumer Protection Council: For general consumer rights issues
  • Legal Action: Through Nigerian courts (as last resort)

Regulatory Contacts:

  • CBN: +234-9-46237820
  • NCC: +234-9-4617000
  • CPC: +234-9-4617000

8. Mediation Process

Alternative Dispute Resolution (ADR): Before pursuing legal action, we encourage mediation through a neutral third party:

  • Both parties agree to participate in good faith
  • Mediation is confidential and non-binding
  • Costs are shared equally between parties
  • Mediation can be arranged within 14 days of request

Mediation Benefits: Faster resolution, lower costs, and preservation of business relationships.

9. Documentation Requirements

To ensure efficient dispute resolution, please provide:

  • Account Information: Email, phone number, account ID
  • Transaction Details: Reference numbers, dates, amounts
  • Evidence: Screenshots, bank statements, receipts
  • Communication Records: Previous correspondence, support tickets
  • Witness Statements: If applicable, third-party accounts

Documentation Standards: All documents must be clear, legible, and relevant to the dispute.

10. Resolution Timeline

Our commitment to timely resolution:

  • Initial Response: Within 24 hours
  • Initial Resolution: Within 3 business days
  • Management Review: Within 3 business days
  • Appeals Process: Within 5 business days
  • External Referral: Within 7 business days

Complex Cases: Some disputes may require additional time for thorough investigation.

11. Good Faith Participation

Both parties agree to:

  • Participate in good faith throughout the process
  • Provide accurate and complete information
  • Respond to requests for information promptly
  • Maintain confidentiality of sensitive information
  • Not engage in abusive or threatening behavior

Consequences: Failure to participate in good faith may result in case closure or referral to legal authorities.

12. Contact Information

For dispute resolution inquiries:

  • General Support: support@vtubox.com
  • Dispute Escalation: disputes@vtubox.com
  • Appeals: appeals@vtubox.com
  • Phone: +234 XXX XXX XXXX
  • Address: 11B, Maplewood Estate, Lagos, Nigeria
  • Business Hours: 8:00 AM - 6:00 PM (WAT), Monday-Friday

Emergency Contact: For urgent security-related disputes, call our emergency line.

13. Policy Updates

This dispute resolution process may be updated to improve our service. We will notify users of any material changes through email notifications and platform announcements.

Last Updated: 10/7/2025