Terms of Service

Effective date: [INSERT THE DATE YOU PUBLISH THIS]

1. Who we are and what these terms cover

FloZap (“FloZap”, “we”, “us”, “our”) is a digital services and wallet app operated by FloZap Digital Solutions Limited, a company registered in Nigeria. You can reach us using the details in section 22.

These Terms of Service (the “Terms”) are a legal agreement between you (“you”, “your”, “the user”) and FloZap. They govern your use of:

the FloZap mobile app for Android and iOS;
the FloZap website at www.flozap.com.ng; and
every service, feature and transaction offered through them (together, the “Platform”).

By creating an account, ticking the box that says you accept these Terms, or using any part of the Platform, you confirm that you have read, understood and agreed to these Terms and to our Privacy Policy. If you do not agree, do not use FloZap.

2. Definitions

Wallet – the Naira (₦) balance held in your FloZap account, which you can top up and spend on services.
Dedicated Account – a bank account number issued to you (through our payment partners) so that money you transfer to it is added to your Wallet.
Service – any product you can buy or use on the Platform: airtime, data, cable TV, electricity, Airtime‑to‑Cash, USDT (buy/sell/withdraw), the referral programme, and any service we add later.
Third‑Party Provider – an outside company whose systems actually deliver a Service or process a payment (for example the mobile networks, the discos, payment processors, and the identity‑verification provider).
KYC – “Know Your Customer”: the identity checks we are required to carry out, based on your BVN, NIN, a selfie, your address and your ID documents.
Transaction PIN – the secret code you set to authorise payments from your Wallet.

3. Eligibility

To use FloZap you must:

be at least 18 years old;
be a resident of Nigeria and have a valid Nigerian phone number;
have the legal capacity to enter into a binding contract; and
not be barred from using financial services under any law, sanctions list, or regulatory watchlist that applies to you.

We may ask you to prove any of the above at any time. If you cannot, we may suspend or close your account.

4. Your account

4.1 Registration

You must give us accurate, current and complete information when you register (your real first name, last name, email address and phone number) and keep it up to date. One person may hold only one FloZap account. We may refuse to open an account, or close duplicate accounts, at our discretion.

4.2 Keeping your account safe

You are responsible for everything that happens under your account. You must:

keep your password and Transaction PIN secret and never share them;
not let anyone else use your account;
use a device that is free of malware and kept locked; and
tell us immediately at admin@flozap.com.ng if you think someone else has access to your account, your email, your PIN or your phone number.

We are not liable for losses caused by someone using your account because you did not keep your login details, PIN, email account or phone/SIM secure, except to the extent the law says we cannot exclude that liability.

4.3 Communications

By registering, you agree that we may contact you by email, push notification, in‑app message, SMS or phone about your account, your transactions, security matters and changes to the Platform. Some of these messages are essential and you cannot opt out of them while you have an account. You can opt out of purely promotional messages.

5. Identity verification (KYC)

5.1 Why we do it

FloZap is required by Nigerian law and by our partners to verify who our users are, to set transaction limits, and to prevent fraud and money laundering.

5.2 What we check

Depending on the limits you want, we will ask you to complete one or more tiers:

Tier 1 – your Bank Verification Number (BVN) and full name. We use this to confirm your identity and to screen you against fraud and regulatory watchlists.
Tier 2 – your National Identification Number (NIN), your full name, and a live selfie. The selfie is checked to confirm a real person is present and that it matches the photo held against your NIN.
Tier 3 – your residential address and a government‑issued ID document (NIN slip, driver’s licence, international passport or voter’s card). Tier 3 is reviewed by our staff before it is approved.

5.3 Your promises about KYC

You confirm that all identity information you give us is true and belongs to you. Using someone else’s BVN, NIN, ID or face is fraud. It will result in your account being frozen, your balance withheld pending investigation, and a report to the relevant authorities.

5.4 Limits and outcomes

Each tier carries a maximum Wallet balance and a maximum daily transfer amount. We show the current limits in the app and may change them to comply with the law or manage risk.
Verification may be automated (based on match scores from our provider) or manual. We may decline verification, ask for more information, or refer a case for human review. If your verification is declined by automated checks, you may ask us to review it manually by contacting admin@flozap.com.ng.
If you appear on a sanctions or fraud watchlist, we may be legally required to restrict your account and we may not be able to tell you why.

6. The FloZap Wallet

6.1 Nature of the Wallet

The Wallet is a prepaid balance you use to buy Services. It is not a bank account, it is not a savings product, and it does not earn interest. Money in your Wallet is held for the purpose of letting you buy Services.

6.2 Funding your Wallet

You can add money by card, bank transfer, a Dedicated Account issued to you, or a supported crypto deposit. Funding is processed by our Third‑Party Providers and is subject to their checks. A top‑up is only complete when the funds show as confirmed in your Wallet — not when your bank shows the money has left your account.

6.3 Currency

The Wallet is denominated in Nigerian Naira. Crypto deposits are converted to Naira (or to a USDT balance where that feature is offered) at the rate shown in the app at the time the deposit is confirmed.

6.4 Wrong or unexpected credits

If money is added to your Wallet by mistake (for example a duplicate top‑up, a provider error, or a payment that is later reversed or charged back), we may deduct that amount from your Wallet without notice. If your balance is not enough to cover it, you must repay us and we may suspend your account until you do.

6.5 Dormant accounts

We may treat an account as dormant if you do not log in for a long period. We will contact you before taking any action and will follow any applicable regulatory rules on dormant balances.

7. Services – general rules

7.1 We are a reseller / intermediary

For most Services, FloZap gives you access to products that are actually supplied by Third‑Party Providers (mobile networks, discos, cable companies, and so on). We do not control their networks, their pricing, their delivery times or their availability. Where a Service fails because of a Third‑Party Provider, our responsibility is limited to refunding your Wallet as described in section 9.

7.2 Prices and fees

Prices, exchange rates, service charges and provider fees are shown in the app before you confirm a transaction. They can change at any time without notice. The price that applies is the one displayed at the moment you confirm.

7.3 Authorising a transaction

You authorise a payment from your Wallet by entering your Transaction PIN (and, for bank transfers, an additional one‑time code sent to your email). Once you confirm, the transaction is submitted and cannot normally be cancelled or reversed by you.

7.4 Accuracy is your responsibility

You must enter the correct details — phone number, meter number, smartcard/IUC number, bank account number, crypto address, amount, and so on. We and our providers act on the details you give. We cannot recover money or value sent to the wrong destination because you entered the wrong details.

8. Specific Services

8.1 Airtime and data

Delivered through our airtime/data providers to the number you enter. Delivery is usually instant but can be delayed or fail on the network’s side. If a purchase fails, your Wallet is refunded.

8.2 Cable TV and electricity

You must enter the correct smartcard/IUC number (cable) or meter number (electricity). We show the customer name returned by the provider so you can check it before paying. For prepaid electricity, the token is shown in the app and sent to you — keep it safe; we may not be able to retrieve a lost token. Bill payments can take time to reflect on the provider’s side.

8.3 Airtime‑to‑Cash

You send airtime from a phone number you control to a number we provide, verify it with a one‑time code, and we credit your Wallet with the payout amount shown (which is less than the airtime value — the difference is our rate).
Airtime transfers are irreversible. Once you send the airtime, you cannot get it back if the conversion is later rejected for breaching the rules below.
You must own the airtime you convert and the SIM it is sent from. Converting airtime bought with stolen funds, fraudulently obtained, or sent from a number that is not yours is prohibited and will lead to your account being frozen.
We may refuse a conversion, hold a payout for review, or reverse a Wallet credit if the airtime is disputed or reversed by the network.

8.4 USDT and crypto

Where offered, you may buy, sell, receive and withdraw USDT on the TRON (TRC‑20) network only. Sending or expecting USDT on any other network will result in permanent loss of those funds.
Crypto values move up and down. Rates shown in the app apply at the moment you confirm. We are not responsible for losses caused by price movements between the time you decide to transact and the time the transaction settles.
Blockchain transactions are irreversible. Once a withdrawal is broadcast to the network, it cannot be recalled. Always double‑check the destination address.
Deposits are credited after the required number of network confirmations. We may apply a minimum deposit amount; amounts below the minimum may not be credited and may not be recoverable.
Nothing in the app is investment, tax or financial advice. Crypto services may be restricted or withdrawn to comply with Nigerian regulation.

8.5 Referral programme

You may earn a bonus when people you refer sign up and spend on the Platform, according to the rules shown in the app at the time.
We can change or end the programme, and change the bonus amounts and rules, at any time.
Abuse is prohibited: creating fake accounts, referring yourself, using multiple numbers/emails/devices to farm bonuses, or any other manipulation. We may cancel bonuses, remove referral balances, and close accounts involved in abuse.

8.6 Services that are not yet live

Some features may appear in the app marked “coming soon” or similar (for example eSIM, Bulk SMS and gift cards). These are not available until we announce otherwise, and these Terms will apply to them when they launch.

9. Failed transactions, refunds and disputes

9.1 Failed or incomplete Services

If you pay for a Service and it is not delivered (for example airtime that never arrives, or a bill payment the provider rejects), we will refund the amount to your Wallet, normally between 24 hours and 7 working days after the failure is confirmed. Some refunds depend on confirmation from the Third‑Party Provider and can take longer.

9.2 Refund method

Refunds are made to your FloZap Wallet, not back to your card or bank account, unless we are required by law or by our payment partner to refund the original method.

9.3 Reporting a problem

You must report any problem with a transaction within 30 days of the transaction date, using admin@flozap.com.ng or the in‑app support channel, with the transaction reference. We may ask you for evidence (for example a screenshot of your recharge history). We will investigate and respond within a reasonable time. Claims made after the 30 days may not be honoured.

9.4 No refunds where

We will not refund a transaction where:

you entered the wrong recipient details;
the Service was delivered as described but you changed your mind;
an airtime, crypto or bank transfer completed to the destination you specified; or
the claim is fraudulent or abusive.

9.5 Chargebacks

If you fund your Wallet and then raise a chargeback or dispute with your bank or card issuer instead of contacting us first, we may suspend your account, freeze your balance, and pursue recovery of any amount owed, including costs.

10. Acceptable use – what you must not do

You must not use FloZap to:

break any law, or help anyone else break the law;
commit fraud, launder money, finance terrorism, or handle the proceeds of crime;
impersonate another person or business, or use identity details that are not yours;
create, verify, or operate accounts for scams, phishing, spam, harassment, ban‑evasion, or any deceptive or abusive activity;
buy Services on behalf of someone who is barred from using FloZap;
resell FloZap Services commercially without our written permission;
use bots, scripts, scrapers or automated systems against the Platform, or try to overload, probe or bypass our security;
reverse‑engineer, copy, or create a competing product from the Platform;
open multiple accounts, or use multiple identities/devices, to evade limits, bans or the referral rules; or
do anything that damages FloZap, our providers, or other users.

Breaking this section is a serious breach. We may act immediately under section 11.

11. Suspension, freezing and closing accounts

We may limit, suspend, freeze or close your account, hold or reverse a transaction, or withhold a balance, if:

we reasonably suspect fraud, abuse, or a breach of these Terms;
we are required to by law, a court, a regulator, or a payment partner;
your KYC is incomplete, has failed, or you appear on a watchlist;
there is a chargeback, dispute, or unexplained activity on your account;
we are investigating a report about your account; or
we stop offering a Service or the Platform.

Where we can, we will tell you and explain why. Sometimes the law prevents us from giving a reason. If your account is closed and you hold a legitimate, un‑disputed Wallet balance, we will return it to a bank account in your verified name after any investigation and any legally required holding period, less any amounts you owe us.

You can close your account at any time by contacting admin@flozap.com.ng, provided your balance is zero (or you have withdrawn it) and you have no open disputes.

12. Intellectual property

The FloZap name, logo, app, website, design, text and software are owned by FloZap Digital Solutions Limited or its licensors. We grant you a personal, limited, non‑exclusive, non‑transferable, revocable licence to use the app for its intended purpose. You get no other rights. You may not use our brand without our written permission.

13. Third‑party services and links

The Platform relies on, and links to, services run by other companies. Your use of a Service may also be subject to that Third‑Party Provider’s own terms. We are not responsible for third‑party systems, their content, their availability, or their acts and omissions, beyond the refund commitment in section 9.

14. Disclaimers

The Platform is provided “as is” and “as available”. To the fullest extent allowed by law, we do not promise that:

the Platform will be uninterrupted, error‑free or secure;
any Service will be available at a particular time or price; or
the results of using the Platform will meet your expectations.

We disclaim all warranties that are not expressly stated in these Terms, to the extent the law allows.

15. Limitation of liability

To the fullest extent allowed by Nigerian law:

We are not liable for indirect, incidental, special or consequential loss, or for loss of profit, loss of opportunity, loss of data, or loss caused by crypto price movements, network downtime, or the acts of Third‑Party Providers.
Our total liability to you for any claim connected with a transaction is limited to the amount of that transaction. Our total liability for all claims in any 12‑month period is limited to the greater of (a) the total fees you paid FloZap in that period, or (b) ₦50,000.
Nothing in these Terms excludes liability that cannot be excluded by law (including for fraud or death/personal injury caused by our negligence).

16. Indemnity

You agree to reimburse and hold harmless FloZap Digital Solutions Limited, its owners, staff and providers against any claim, loss, cost or expense (including reasonable legal fees) arising from your breach of these Terms, your misuse of the Platform, your breach of any law, or your infringement of anyone else’s rights.

17. Changes to these Terms

We may update these Terms from time to time. If a change is significant, we will give you reasonable notice by email or in‑app notice before it takes effect. If you keep using FloZap after a change takes effect, you accept the updated Terms. If you do not accept them, you should stop using FloZap and withdraw your balance.

18. Changes to the Platform

We may add, change, suspend or remove any Service or feature at any time, including for legal, security, commercial or technical reasons.

19. Force majeure

We are not responsible for failure or delay caused by events beyond our reasonable control, including network or power failures, provider outages, internet failures, cyber‑attacks, changes in law, regulatory action, natural disasters, or civil disturbance.

20. Governing law and disputes

These Terms are governed by the laws of the Federal Republic of Nigeria. You and FloZap agree to try to resolve any dispute amicably first by contacting admin@flozap.com.ng. If that fails, the dispute will be subject to the exclusive jurisdiction of the courts of Oyo State, Nigeria.

21. General

Assignment. You may not transfer your rights under these Terms. We may transfer ours to a company that takes over our business, on notice to you.
Severability. If any part of these Terms is found invalid, the rest continues to apply.
No waiver. If we do not enforce a right immediately, we do not lose it.
Entire agreement. These Terms and the Privacy Policy are the whole agreement between you and FloZap about the Platform.
Language. These Terms are written in English, which is the governing language.

22. Contact us

FloZap Digital Solutions Limited — Ibadan, Nigeria
Email: admin@flozap.com.ng
Phone: +234 810 387 5405
Website: www.flozap.com.ng