Kashtok is available on Google Play. This framework applies to supported transaction services and may be updated as those services evolve.
1. Transaction processing
Kashtok may enable wallet funding, transfers to Nigerian banks, bill payments, airtime or data purchases, card transactions and savings transfers through licensed banks, processors, billers and card networks. A transaction is complete only when shown as successful or confirmed by the relevant provider.
2. Failed transactions
A transaction may fail or remain pending due to insufficient funds, incorrect details, provider downtime, network interruption, limits, compliance review or technical issues. If a balance is debited for a confirmed failed transaction, Kashtok and its partners will investigate and reverse the amount where appropriate.
3. Refund eligibility
Refunds may be available for duplicate charges, confirmed failed transactions, verified unauthorized activity, incorrect debits caused by an error, or funds returned by a biller or merchant. Successfully completed transactions generally cannot be cancelled because a user changed their mind or entered incorrect recipient details.
4. Service interruptions
Maintenance, telecommunications failures, provider downtime, security events or events outside reasonable control may delay services. Check transaction status before attempting a replacement payment.
5. Verification requirements
We may require identity, device, beneficiary, source-of-funds or transaction information. Activity may be delayed, limited, rejected or reported for fraud prevention, sanctions screening, anti-money-laundering controls or other legal obligations.
6. Customer responsibilities
- Provide accurate recipient, biller and payment details.
- Review amounts, fees and destination before authorization.
- Keep devices, passwords, PINs and one-time codes secure.
- Report unauthorized or incorrect transactions promptly.
7. Resolution timelines
We aim to acknowledge complaints within 2 business days. Straightforward internal issues may be resolved within 5 business days. Cases involving external institutions may take up to 10 business days or longer where reasonably required.
8. Contact
Email info@kashtok.com with the subject “Transaction Support” and include the transaction reference, amount, date and issue. Never send your PIN or one-time code.