Customer Protection Policy

LiberPay Customer Protection Policy: 

As part of the customer protection framework, LiberPay shall ensure and provide the protection to its customers against any loss due to unauthorized/fraudulent transactions as per the regulatory directions. 

Fraud Reporting “ Direct 24/7 customer support. Live in chat support to meet customer needs and demand. Direct call line to address pressing issues. LiberPay customers would be provided with an SMS keyword for the immediate blocking of wallets in case the customer is being defrauded. 

The customer will send “CLOSE ACCOUNT <4 digits mobile number to be closed his/her account><space><optional reason>” to 8881 from the LiberPay registered mobile number. 

LiberPay will immediately block the wallet. The user will get an acknowledgment and complaint number via email from the customer care team. Note: the SMS should be received from the same mobile number, which is to be blocked. 

Customer Liability and Risks 

The risks and liabilities involved as per the matrix given in the Customer Protection Policy (appended below): 

Customer Liability in case of Unauthorised Electronic Payment Transactions through LiberPay Wallet 

Maximum Liability of Customer: 

● Contributory fraud/negligence/deficiency on the part of the PPI issuer, including PPI-MTS issuer (irrespective of whether or not the transaction is reported by the customer) 

● Third-party breach where the deficiency lies neither with the PPI issuer nor with the customer but lies elsewhere in the system and the customer notifies the PPI issuer 

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regarding the unauthorized payment transaction. The per transaction customer liability in such cases will depend on the number of days elapsed between the receipt of transaction communication by the customer from the PPI issuer and the reporting of an unauthorized transaction by the customer to the PPI issuer – 

● In cases where the loss is due to negligence by a customer, such as where he/she has shared the payment credentials, the customer will bear the entire loss until he/she reports the unauthorized transaction to the PPI issuer. Any loss occurring after the reporting of the unauthorized transaction shall be borne by the PPI issuer. 

Reversals of Fraud Transactions 

Upon receiving a call for a fraud transaction, the Customer Care team shall advise the user to send the SMS to block the wallet, if not already done. After blocking your LiberPay account, LiberPay Fraud and Risk Team shall investigate the issue, to establish the liability of the fraudulent transaction. 

LiberPay shall ensure that a complaint is resolved and liability of the customer if any, established within 90 days from the date of receipt of the complaint. If and once customer liability is eliminated, LiberPay shall credit (notional reversal) the amount involved in the unauthorized electronic payment transaction to the customer’s wallet within 5-10 business days from the date of such notification by the customer. 

© 2020, WHOLE IMAGE INTERNATIONAL (WI Intel’). All Rights Reserved WorldWide. This work(including, without limitation, all text, images, logos, compilation, and design) is copyrighted, trademarked, is proprietary, and is intended for the exclusive use of WHOLE IMAGE INTERNATIONAL Different skills, bright minds, and years of experience in different 

industries bringing innovative services to Africa and the world at large