Complaints procedure

Current boundary. This procedure covers the website, enquiry queue, deterministic sandbox, and the expressly admitted internal live pilot (EcoCash, Visa & Mastercard and ZimSwitch). Real-money payments are limited to approved internal pilot merchants; live payment processing is not available to other businesses.

1. Raise the concern

For a payment concern, use payment help. For any other complaint, use the complaint form. State that the message is a complaint, describe what happened and the outcome sought, and include the enquiry, payment, receipt, or support reference. Do not submit credentials or unnecessary payer data.

2. Acknowledgement and ownership

The request enters an attributable operations queue. We target acknowledgement within one business day and will provide an owner and reference. This is an operating target for the current pilot surface, not a regulator-approved live-service SLA.

3. Investigation

We preserve the original request and relevant evidence, distinguish unknown from failed outcomes, and do not infer payment truth from screenshots or browser state. A material update is targeted within five business days, or sooner when money safety requires it.

4. Escalation

If the response is unresolved, reply with the reference and request independent review. The reviewer must not be the original decision maker for a material financial or privacy concern. Applicable statutory or regulatory complaint rights are not restricted by this procedure.

5. Emergency security reports

Security concerns can be reported through the separate security reporting guidance, including its stop conditions. That guidance does not grant testing authorization or legal safe harbor.