1. Purpose of the Policy
This refund policy (“Refund Policy”) details Hotbot Technology PlatformLimited (“Hotbot”, “we”, “us”, or “our”) approach to refunds and the procedure and timelines for users of Hotbot’s platform (“Users”, “you”, “your”, “their”) to exercise their claims.
You understand that this Refund Policy only applies to services that were completed on our platform and does not extend to third party transactions not controlled by Hotbot. This Refund Policy may be supplemented by specific terms of agreements entered into between you and us. We partner with third party financial institutions to effectively carry out our services, therefore the implementation of this Refund Policy may be subject to their specific policies and to applicable laws, guidelines and regulations from regulators.
2. Refunds
2.1:
Upon completion of your onboarding, we will notify you in writing of a stipulated amount which shall be the minimum balance in your wallet. The disputed amount shall immediately be credited to the customer’s account, or sent to our financial partners who shall refund the customer where the Claim is resolved against you. However, we shall not deal with the minimum balance in any way where the Claim is resolved in your favour. You understand that at no point will you be able to withdraw from your wallet such as to fall below the required minimum amount. The minimum balance shall bear no interest.
2.2:
We may request that you provide a detailed explanation with necessary documentation in the event we receive a request for refund from your customer or a chargeback claim from any of our financial partners (“Claim”). Your responses and supporting documentation should be sent to support@hotbot.com within 12 business hours from receipt of the Claim.
2.3:
We may request any documentation in support of your dispute, if any, of the Claim. Where you provide no response, together with the required documentation within 12 business hours as stipulated in this Refund Policy, the Claim will be deemed as conceded by you and shall consequently be resolved against you.
2.4:
Our decision in respect of the Claim is final and binding.
2.5:
You may incur a fee for the Claim regardless of the outcome.
2.6:
Exemption from Liability
2.6.1:
Hotbot is discharged from any claim, liability or demand for Refunds carried out based on a customer’s claim and subject to the applicable legislation in force.
3. Governing Law
This Refund Policy shall be governed by the laws of the Federal Republic of Nigeria.