Complaints & Dispute Resolution Policy — JabalPay

Effective date: March 4, 2026
Last updated: July 18, 2026

JabalPay Inc. (“JabalPay,” “we,” “us”) is committed to handling complaints fairly, promptly, and professionally. This policy explains how to submit a complaint and how we handle disputes related to jabalpay.com and our services (the “Services”).

Contact (all inquiries and complaints): [email protected]

1) Important note about transaction finality

Completed transfers are generally irreversible. Whether a transaction can be cancelled or refunded depends on its processing stage and the policies of the partners involved — see our Refunds, Cancellations & Chargebacks Policy.

A complaint cannot change the finality of a completed transfer. If you made an error (for example, incorrect recipient details), recovery may not be possible and JabalPay is not responsible for sender mistakes.

2) What counts as a complaint

A complaint is any expression of dissatisfaction about:

• account access or verification (KYC/KYB),

• fees or pricing disclosure,

• service availability or delays,

• customer support experience,

• suspected unauthorized access,

• suspected fraud or scam activity (including impersonation),

• other service quality issues.

3) How to submit a complaint

Email [email protected] and include:

• your full name

• the email linked to your JabalPay account

• the transaction ID(s) (if applicable)

• a clear description of what happened

• dates and amounts (if relevant)

• what outcome you are requesting

• any supporting evidence (screenshots, bank references, etc.)

If you are reporting suspected account compromise, include “URGENT — Account Security” in the subject line.

4) Our complaint handling process

Step 1: Acknowledgement

We will acknowledge your complaint within 2 business days and may request additional information to investigate.

Step 2: Investigation

We will review relevant account records, transaction logs, communications, and (where applicable) information from third-party providers involved in delivering the Services.

Step 3: Response

We will provide a written response by email that includes:

• our findings,

• any actions we have taken or will take, and

• the reasons for our decision.

We aim to provide our final response within 15 business days of receiving the information needed to investigate. Complex cases may take longer; if so, we will keep you updated on progress.

Step 4: Escalation (if unresolved)

If you are not satisfied with our response, you can request escalation by replying to our email and clearly stating:

• what part of the decision you disagree with, and

• any new information you want us to consider.

If the matter remains unresolved after escalation, you may also have recourse to the consumer protection authority in your province, territory, or country of residence.

5) Disputes, chargebacks, and payment provider complaints

If you funded a transaction using a method that supports disputes (for example, a bank or payment provider process), you may also have the ability to raise a dispute directly with that provider.

Important:

• A dispute/chargeback through a bank or payment provider does not reverse a delivery to the recipient once completed.

• If you file a dispute/chargeback, we may restrict your account during the investigation and provide evidence to the provider.

6) What we can and cannot do

What we can do

• investigate account and transaction history,

• correct errors on our side (if any),

• update records and improve processes,

• restrict accounts for security/compliance reasons, and

• provide information to the extent permitted by law.

What we cannot do

• reverse or recall a completed delivery,

• recover funds sent using incorrect recipient or destination details provided by you,

• guarantee outcomes controlled by third parties (banks, payment rails, settlement partners).

7) Abuse and threatening behavior

We will treat all users respectfully and expect the same in return. We may limit communications or restrict accounts if messages include harassment, threats, or abusive conduct.

8) Changes to this policy

We may update this policy from time to time. If we do, we will update the “Last updated” date and publish the revised policy on our website.