Complaints and Disputes
Last updated: 29 October 2026
If something is wrong, contact us so we can investigate and put it right.
How to complain
Email [email protected] with your name, service or invoice reference, a clear description of the issue and your preferred resolution. Do not send full card numbers or security codes.
Response and resolution
We aim to acknowledge complaints within two business days and resolve them within ten business days. If a matter requires more time, we will explain why and provide an update and expected next step. Business days are Monday to Friday, excluding public holidays in Zambia, using Africa/Lusaka time.
Escalation
If you disagree with the response, reply asking for an escalation and include the earlier correspondence. We will review the complaint and explain the outcome.
Card payment disputes
Please contact us before initiating a charge dispute so we have an opportunity to resolve the issue. This request does not limit your right to contact your bank, card provider, regulator or other competent authority, or to exercise statutory rights.
Privacy concerns
Data protection concerns can be raised through the same contact address. Unresolved matters may be referred to Zambia’s Data Protection Commissioner where applicable.