Reversal Policy for Trikle Technology

Effective Date: 24/03/2025
At Trikle Technologies (“Trikle,” “we,” “us,” or “our”), we are committed to providing a transparent and efficient reversal process to address customer disputes, errors, and unauthorized transactions. This Reversal Policy outlines the conditions, procedures, and timelines for reversing transactions initiated through our platform.

1. Scope of the Policy

This policy applies to all users of Trikle’s financial services, including individuals, businesses, and partners who initiate or receive payments, transfers, or other monetary transactions through our platform.

2. Definition of a Reversal

A reversal is the process of refunding, canceling, or retracting a completed or pending transaction. Reversals may occur due to the following circumstances:
- Unauthorized Transactions: Transactions completed without the account holder’s consent.
- Fraudulent Activities: Transactions linked to fraud.
- Technical Errors: Duplicate or incorrect processing due to platform errors.
- Customer Disputes: Legitimate disputes raised by customers about goods or services.

3. Conditions for Reversal

3.1 Eligibility:
- The request must be submitted within 7 days of the transaction date.
- Sufficient evidence must be provided to validate the reversal request.

3.2 Non-Eligibility:
- Reversals will not be processed for transactions explicitly authorized by the account holder unless fraud is proven.
- Transactions involving irreversible third-party processing.

4. Reversal Request Procedure

4.1 Submitting a Request:
- Users can submit a reversal request via the Trikle app, website, or by contacting customer support at support@mytrikle.com / +234 806 262 6225 (WhatsApp only).
- The request must include:
- Transaction ID
- Date and time of the transaction
- Reason for the reversal
- Supporting evidence (e.g., proof of error, unauthorized access).

4.2 Acknowledgment:
- Upon receiving the request, Trikle will issue an acknowledgment within 48 hours.

4.3 Investigation:
- A detailed review will be conducted within 5 business days.
- The review process may involve:
- Verifying transaction logs.
- Communicating with counterparties.
- Assessing evidence provided by the requester.

4.4 Decision and Communication:
- A decision will be communicated to the requester within 10 business days.
- If approved, the reversal will be processed immediately.
- If denied, the requester will receive a detailed explanation.

5. Timelines for Reversal Processing

- Bank Transfers: 3–7 business days.
- Internal Wallet Transactions: 24–48 hours.
- Card Transactions: 5–10 business days.

6. Fees and Charges

6.1 Reversal Fees:
- Reversals may be subject to administrative fees as outlined in our pricing schedule, except in cases of platform errors or proven fraud.

6.2 Third-Party Fees:
- Users are responsible for any third-party charges incurred during the reversal process.

7. Fraud Prevention and Abuse

To prevent misuse of the reversal process:
- Users submitting fraudulent reversal requests may face account suspension or termination.
- Verified fraudulent activities will be reported to appropriate authorities.

8. Limitations of Liability

Trikle is not liable for:
- Delays caused by third-party service providers.
- Losses incurred due to user error or negligence.
- Transactions where the reversal request violates applicable laws or regulations.

9. Dispute Resolution

If users disagree with the reversal decision, they may escalate the matter by:
- Contacting our Dispute Resolution Team at support@mytrikle.com
- Pursuing arbitration in accordance with our Terms of Service.

10. Contact Information

For further assistance, please contact us at:
- Trikle Technology Limited
- Email: support@mytrikle.com
- Phone: +234 806 262 6225 (WhatsApp only)