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Consumer Protection

AidConnects is committed to protecting the rights and interests of all users on the platform.

Last updated: [Insert Date of Last Review]

Note to AidConnects Legal Team: All fields marked [like this] must be completed with verified information before publication.

1. Regulatory Approval

AidConnects has received approval from the Federal Competition and Consumer Protection Commission (FCCPC). FCCPC Approval Reference: [FCCPC Approval Reference]. This approval confirms that AidConnects' operations comply with applicable consumer protection requirements under the Federal Competition and Consumer Protection Act 2018.

2. Your Consumer Rights

As a user of the AidConnects platform, you are entitled to:

  • Receive services as described by service providers on the platform
  • Have your payments protected by escrow until services are satisfactorily completed
  • Lodge a complaint or dispute through the platform's dispute resolution process
  • Receive a fair, timely, and transparent resolution of disputes
  • Receive accurate information about fees, charges, and service conditions
  • Not be subjected to unfair, deceptive, or unconscionable conduct
  • Access all applicable terms, policies, and regulatory disclosures

3. Escrow Protection

All service payments made through AidConnects are held in escrow. Funds are released to service providers only after the customer confirms satisfactory completion of the service. In the event of a dispute, funds remain in escrow until the dispute is resolved.

4. Dispute Resolution Process

If you experience an issue with a service or transaction on the platform:

  1. Step 1 — In-Platform Resolution: Raise the issue directly with the service provider through the platform's communication tools.
  2. Step 2 — AidConnects Support: If unresolved, submit a formal complaint to support@aidconnects.online. AidConnects will review the dispute and seek to mediate a resolution within [N business days].
  3. Step 3 — Formal Dispute: If the dispute remains unresolved, either party may escalate in accordance with the dispute resolution provisions of the Terms and Conditions.
  4. Step 4 — Regulatory Escalation: Users may also lodge a complaint with the FCCPC at fccpc.gov.ng if they believe their consumer rights have been violated.

5. Refund Policy

Refunds are governed by the escrow release policy. Where a service is not delivered as described, or is not completed, the customer may raise a dispute. AidConnects will review the dispute and may authorise a full or partial refund of escrowed funds in accordance with platform policy and applicable consumer protection law.

Full refund terms are set out in the Terms and Conditions.

6. How to File a Complaint

To file a formal complaint with AidConnects:

  • Email: support@aidconnects.online with subject line "Consumer Complaint"
  • Include your account details, the nature of the complaint, and any supporting evidence
  • We will acknowledge receipt within [N business days] and provide a full response within [N business days]

7. FCCPC Contact

The Federal Competition and Consumer Protection Commission may be contacted at: