Complaints & Dispute Resolution Policy
Table of Contents
Purpose and Scope
This Complaints & Dispute Resolution Policy (“Policy”) establishes the procedures through which complaints, disputes and requests for formal review concerning Sizzle Social may be submitted, investigated, resolved and escalated.
Sizzle Social is operated under Sizzle Digital Technologies.
This Policy is intended to provide an accessible, fair, transparent and proportionate mechanism for addressing dissatisfaction relating to Sizzle Social Services, Accounts, Orders, Wallets, Payments, refunds, Digital Products, customer support, enforcement actions, privacy matters and other interactions with the Platform.
This Policy applies to complaints made by:
registered Sizzle Social Users;
customers;
persons who have made Payments to Sizzle Social;
API users;
resellers;
agencies;
persons purchasing Digital Products;
persons affected by a Sizzle Social transaction;
Data Subjects exercising applicable privacy rights; and
other persons with a legitimate complaint concerning Sizzle Social.
This Policy shall be read together with the:
Nothing in this Policy shall operate to exclude, waive, postpone or restrict any statutory complaint, regulatory, judicial or consumer remedy that cannot lawfully be excluded.
Definitions
Complaint
“Complaint” means an expression of dissatisfaction concerning an act, omission, Service, transaction, decision, process, communication or other matter relating to Sizzle Social where the complainant seeks an explanation, correction, remedy, review or other response.
A Complaint may exist whether or not the complainant expressly uses the word “complaint”.
Complainant
“Complainant” means the person or organisation submitting a Complaint or on whose behalf an authorised Complaint is submitted.
Dispute
“Dispute” means a material disagreement between Sizzle Social and a User or other affected person concerning facts, contractual rights, payments, Services, refunds, Account actions, enforcement or another matter that has not been resolved through ordinary support interaction.
Final Response
“Final Response” means Sizzle Social’s formal conclusion of an internal Complaint after available information has been reviewed and the Complaint has been upheld, partially upheld, rejected, otherwise resolved or referred to another applicable process.
Internal Review
“Internal Review” means a further review of a Complaint decision where the complainant presents a reasonable basis for reconsideration.
Platform
“Platform” means Sizzle Social’s websites, applications, dashboard, Wallet, payment systems, APIs, support systems and other digital infrastructure.
Remedy
“Remedy” means any corrective action reasonably available in response to a Complaint, including explanation, correction, re-performance, replacement, Wallet adjustment, refund, partial refund, restoration of access, reversal of an enforcement action or another appropriate form of redress.
Sizzle Social
“Sizzle Social”, “we”, “us” or “our” means the Sizzle Social platform operated under Sizzle Digital Technologies.
Principles Governing Complaints
Fair Complaint Handling
Complaints shall be handled according to the nature of the matter, available evidence, applicable legal obligations, contractual terms and the rights of affected persons.
Sizzle Social’s complaint-handling process is intended to reflect the following principles:
accessibility;
fair treatment;
good-faith investigation;
reasonable opportunity to provide relevant information;
proportionate decision-making;
appropriate confidentiality;
timely handling;
consistency;
accurate recordkeeping;
non-retaliation;
availability of escalation; and
preservation of applicable consumer and statutory rights.
No Complaint shall be rejected merely because its determination may be commercially unfavourable to Sizzle Social.
Substance Over Labels
A communication shall be handled according to its substance rather than solely according to the category selected by the complainant.
Accordingly, a communication submitted as a support request may be treated as a Complaint where it clearly alleges unresolved wrongdoing or seeks formal review.
Likewise, a Complaint seeking repayment of money may be referred into the Refund Request process where the requested remedy is principally a refund.
Complaints and Ordinary Customer Support
Support Requests Are Not Necessarily Formal Complaints
An ordinary customer-support request shall not automatically constitute a formal Complaint.
Examples of ordinary support matters may include:
asking how a feature works;
requesting an Order status;
requesting a refill;
asking how to fund a Wallet;
seeking clarification about a Service;
reporting a technical issue;
asking how to access a Digital Product; or
requesting general Account assistance.
Where ordinary support resolves the issue satisfactorily, no separate Complaint process may be required.
When a Support Matter Becomes a Complaint
A support matter may become a Complaint where the User expresses material dissatisfaction concerning:
failure to resolve an issue;
repeated Service failure;
treatment by Sizzle Social;
a disputed decision;
disputed payment handling;
an allegedly unfair Account restriction;
refusal of a requested remedy;
alleged breach of policy;
alleged violation of consumer rights; or
another matter requiring formal review.
A User shall not be required to repeat the entire factual history merely because a support issue has been escalated into a Complaint where Sizzle Social already possesses the relevant records.
Matters Covered by This Policy
Service Delivery Complaints
This Policy may apply to complaints concerning:
non-delivery;
partial delivery;
material delay;
incorrect delivery;
Service quality;
alleged material misdescription;
refill handling;
Service substitution;
supplier-related issues;
Order cancellation; or
another dispute concerning performance of a Service.
Billing and Wallet Complaints
This Policy may apply to complaints concerning:
missing Wallet credits;
incorrect Wallet deductions;
duplicate Payments;
duplicate Wallet credits;
disputed balances;
incorrect transaction records;
Payment reconciliation;
negative balances;
Promotional Credits;
Wallet restrictions; or
another billing issue.
Refund Complaints
This Policy may apply where a complainant disputes:
refusal of a refund;
amount of a partial refund;
refund method;
refund destination;
classification of Wallet value;
duplicate-recovery determination;
refund delay;
refund investigation; or
another decision made under the Refund Policy.
The underlying request for a refund shall ordinarily be made through the dedicated Refund Request process.
Account Complaints
This Policy may apply to complaints concerning:
Account suspension;
Account termination;
verification requirements;
alleged Account compromise;
access restrictions;
enforcement decisions;
suspected fraud restrictions;
API restrictions;
payment restrictions; or
another Account-management decision.
Digital Product Complaints
Complaints relating to Digital Accounts, Social Logs or other Digital Products may concern:
inaccessible credentials;
materially defective products;
replacement eligibility;
delivery disputes;
credential changes;
support eligibility;
warranty conditions; or
another Digital Product issue.
Such complaints shall also be subject to the Digital Accounts & Digital Products Policy.
Customer Service Complaints
This Policy may apply where the complainant alleges:
unreasonable failure to respond;
materially inaccurate information;
inappropriate staff conduct;
repeated unresolved support;
unfair complaint handling;
failure to follow an applicable process; or
another issue concerning Sizzle Social customer support.
Acceptable Use Enforcement Complaints
A User affected by enforcement under the Acceptable Use Policy may complain that an enforcement decision was:
factually incorrect;
disproportionate;
based upon mistaken identity;
based upon inaccurate payment information;
imposed without consideration of relevant evidence; or
otherwise inconsistent with the applicable Policy.
Privacy Complaints
A Complaint concerning personal data may involve:
unlawful processing;
alleged failure to honour a privacy right;
improper disclosure;
Cookie consent;
marketing after objection;
inadequate security;
international transfers;
Data Rights Request handling; or
another privacy matter.
Privacy matters shall also be handled under the Privacy Policy and Data Rights & Privacy Requests Policy.
Matters Governed Primarily by Other Procedures
Formal Refund Requests
A request principally seeking the return of money shall ordinarily be submitted through the official Sizzle Social Refund Request process:
https://sizzlesocial.ng/refund
The Refund Policy governs refund eligibility.
A Complaint may subsequently challenge the handling or outcome of that refund request.
Privacy Rights Requests
Requests for:
access;
rectification;
erasure;
restriction;
portability;
objection;
consent withdrawal; or
other statutory privacy rights
shall ordinarily be submitted through the Data Rights & Privacy Requests Policy.
A Complaint may be made where the Data Subject disputes how that request was handled.
Chargebacks and Bank Disputes
A chargeback or bank dispute is governed principally by the rules of the relevant bank, Payment Provider or payment network.
The existence of a chargeback does not prevent a Complaint from being submitted to Sizzle Social.
However, where the same monetary amount is simultaneously subject to a chargeback and refund claim, Sizzle Social may coordinate or pause duplicate monetary resolution to prevent double recovery.
Intellectual Property Notices
Copyright, trademark and related intellectual-property complaints shall be handled primarily under the Intellectual Property & Copyright Policy.
Security Reports
A suspected vulnerability, Account compromise or security incident may require immediate technical handling rather than ordinary Complaint processing.
Where a dedicated Responsible Disclosure or Security Policy exists, qualifying reports shall be handled under that procedure.
Who May Submit a Complaint
Account Holders
A registered User may submit a Complaint concerning the User’s Account, transactions, Orders, Wallet, Services or other interactions with Sizzle Social.
Payers
A person who made a Payment connected to a Sizzle Social Account may submit a Complaint concerning that Payment where the person can establish a legitimate connection to the transaction.
Payment ownership and Account ownership may require separate verification.
Authorised Representatives
A person may submit a Complaint through an authorised representative.
Sizzle Social may require reasonable evidence establishing:
the identity of the complainant;
the identity of the representative;
authority to act;
scope of the authority; and
other information necessary to prevent unauthorised disclosure.
Businesses, Agencies and Resellers
A business, agency or reseller may submit a Complaint concerning its own contractual relationship with Sizzle Social.
Where the Complaint concerns the personal information or independent rights of the reseller’s customer, additional authority may be required.
How to Submit a Complaint
Official Complaint Channels
A Complaint may be submitted through an official Sizzle Social support or complaint channel made available for that purpose.
Where a dedicated Complaint form is provided on the Complaints page, that form should be used for formal Complaint submissions.
Complaints may also be submitted by email to:
Suggested Subject: Formal Complaint
Failure to use the suggested subject line shall not invalidate an otherwise identifiable Complaint.
Information to Include
A Complaint should contain sufficient information to identify and investigate the matter.
Relevant information may include:
complainant’s name;
registered email address;
Account username or identifier;
Order ID;
Payment reference;
refund reference;
support ticket reference;
date of relevant event;
description of the issue;
remedy requested;
relevant screenshots;
relevant correspondence; and
other evidence reasonably necessary to investigate the matter.
The complainant shall not be required to provide information unrelated to the Complaint.
Complaint Acknowledgement
Acknowledgement Standard
Sizzle Social shall ordinarily aim to acknowledge a properly submitted formal Complaint within five Business Days.
Acknowledgement may include:
confirmation that the Complaint has been received;
Complaint reference where available;
indication of the category assigned;
request for missing information; or
information concerning the next stage of review.
Acknowledgement does not constitute acceptance of the complainant’s allegations.
Automatic Acknowledgements
An automated acknowledgement may confirm receipt but shall not constitute substantive resolution of the Complaint.
Complaint Classification
Initial Triage
After receipt, a Complaint may be classified according to its primary subject matter.
Classification may include:
ordinary Service complaint;
refund dispute;
payment dispute;
Wallet dispute;
Digital Product issue;
Account enforcement review;
privacy matter;
security matter;
intellectual-property matter;
API or reseller matter;
suspected fraud;
legal claim; or
another relevant category.
Multiple Issues in One Complaint
A Complaint may involve more than one category.
Where practicable, related issues should be considered together to avoid unnecessary duplication.
Where materially different procedures or legal deadlines apply, the Complaint may be divided into separate workstreams.
For example, one communication may contain both:
a refund dispute; and
a statutory privacy access request.
The refund component shall be governed by the Refund Policy while the privacy-rights component shall remain subject to the Data Rights Policy and applicable statutory response periods.
Priority and Urgent Complaints
Immediate Risk Matters
Certain Complaints may require urgent handling where they concern:
suspected unauthorised Account access;
active payment fraud;
stolen payment instruments;
security compromise;
active disclosure of personal data;
credible threats;
active malicious access;
child-safety concerns;
serious ongoing financial loss; or
another material and immediate risk.
Urgent handling does not mean that Sizzle Social shall determine the underlying legal merits before sufficient evidence is available.
Temporary protective action may be taken while investigation continues.
Complaint Investigation
Good-Faith Review
Sizzle Social shall review a Complaint in good faith having regard to the available information and applicable contractual and legal requirements.
The investigation may consider:
Account records;
Order history;
Service descriptions;
supplier records;
API records;
Wallet ledger;
Payment Provider records;
bank reconciliation information;
refund history;
chargeback status;
support correspondence;
Complaint correspondence;
technical logs;
security records;
screenshots;
uploaded documents;
relevant Policies; and
other information reasonably connected to the Complaint.
Relevant Evidence
The weight given to evidence shall depend upon:
reliability;
source;
consistency;
contemporaneous records;
technical integrity;
independent confirmation;
relationship to the disputed event; and
any indication of alteration or incompleteness.
A customer screenshot shall not automatically override reliable transaction or technical records.
Equally, an internal Sizzle Social record shall not automatically be treated as infallible where credible contrary evidence exists.
Opportunity to Provide Information
Additional Information Requests
Where additional information is reasonably necessary, Sizzle Social may request clarification or supporting evidence from the complainant.
The request shall be proportionate to the matter under investigation.
Examples may include:
Payment reference;
Order ID;
transaction date;
relevant URL;
screenshot;
Account information;
correspondence;
proof of ownership;
relevant timing information; or
another material fact.
No Unnecessary Burden
A complainant shall not be required to provide evidence that Sizzle Social already possesses where the information can reasonably be identified internally.
Sizzle Social shall not intentionally create unnecessary procedural barriers for the purpose of discouraging Complaints.
Identity Verification
When Verification May Be Required
Reasonable identity or ownership verification may be required where a Complaint seeks:
disclosure of confidential Account information;
Account restoration;
payment redirection;
External Refund;
Account ownership transfer;
sensitive privacy information;
credential changes; or
another action carrying material fraud or security risk.
Proportionate Verification
Verification shall be proportionate to the risk.
Sizzle Social shall not require disclosure of:
banking PINs;
card PINs;
OTPs;
full online-banking passwords;
cryptocurrency private keys;
seed phrases; or
unrelated authentication secrets.
Supplier and Third-Party Information
External Service Providers
Certain Complaints may require information from:
payment processors;
banks;
social media Service suppliers;
hosting providers;
API providers;
Digital Product suppliers;
telecommunications providers; or
other relevant third parties.
A third party’s response may form part of Sizzle Social’s investigation.
Third-Party Decisions Are Not Automatically Conclusive
Sizzle Social may rely upon credible third-party records but shall not treat an upstream supplier’s position as automatically determinative where:
credible contradictory evidence exists;
Sizzle Social has independent contractual obligations;
applicable consumer law provides a remedy; or
the dispute concerns Sizzle Social’s own conduct.
For example, an upstream supplier’s refusal to refund Sizzle Social does not automatically eliminate a refund right that Sizzle Social is legally required to provide to the customer.
Complaint Handling Timeframes
Ordinary Complaints
Sizzle Social shall aim to investigate and provide a substantive response to an ordinary Complaint within ten Business Days after the Complaint contains sufficient information for meaningful review.
This is an internal service standard and does not replace a shorter period required by applicable law.
Complex Complaints
A Complaint may require additional time where it involves:
multiple transactions;
multiple Orders;
supplier investigation;
Payment Provider investigation;
fraud;
security analysis;
chargebacks;
Account ownership disputes;
substantial technical records;
Digital Product verification;
privacy issues;
regulatory involvement;
legal advice; or
another materially complex issue.
Where a Complaint cannot reasonably be concluded within the ordinary timeframe, Sizzle Social should provide an update where practicable.
The update may identify:
the reason further review is required;
information still outstanding;
current status; and
an indicative next step.
No Artificial Delay
A Complaint shall not remain unresolved merely because an internal status remains marked as “pending”, “under review” or another non-final designation.
Reasonable progress shall be made toward a substantive outcome.
Statutory Deadlines
Where a particular matter is subject to a statutory deadline, the applicable legal deadline shall prevail.
For example, qualifying Data Rights Requests remain subject to the response rules stated in the Data Rights & Privacy Requests Policy and any applicable privacy law.
Resolution Options
Available Remedies
Where a Complaint is upheld wholly or partly, an appropriate remedy may include:
explanation;
correction of inaccurate information;
correction of an Account record;
completion of an outstanding Service;
re-performance;
replacement;
refill;
Wallet adjustment;
refund;
partial refund;
Payment reconciliation;
reversal of an erroneous charge;
restoration of Account access;
removal of an inappropriate restriction;
reconsideration of an enforcement decision;
correction of support information;
apology where appropriate;
procedural improvement; or
another remedy reasonably suited to the circumstances.
The appropriate Remedy shall depend upon the underlying legal and factual position.
No Automatic Monetary Compensation
The existence of a valid Complaint shall not automatically create an entitlement to monetary compensation beyond:
the amount properly refundable;
loss for which Sizzle Social is legally liable;
compensation expressly agreed; or
another remedy required by applicable law.
A service failure may be capable of correction, completion, replacement or partial refund rather than full monetary reimbursement depending upon the circumstances.
Complaint Outcomes
Complaint Upheld
A Complaint may be upheld where the available evidence establishes that Sizzle Social:
made an error;
failed to perform an applicable obligation;
handled the matter incorrectly;
provided materially inaccurate information;
failed to apply an applicable Policy correctly; or
otherwise owes the complainant an appropriate Remedy.
Complaint Partially Upheld
A Complaint may be partially upheld where:
some allegations are established and others are not;
only part of a Service failed;
only part of the amount claimed is recoverable;
Sizzle Social and the complainant each contributed materially to the outcome; or
another circumstance justifies partial redress.
Complaint Not Upheld
A Complaint may be rejected where the available evidence establishes that:
Sizzle Social complied with the applicable agreement;
the requested outcome is not contractually or legally available;
the Service was properly performed;
the issue was caused by the complainant;
no Sizzle Social transaction can be verified;
the allegation is materially unsupported; or
another valid reason applies.
A rejection shall not be based solely upon a desire to avoid cost.
Unable to Determine
In limited circumstances, available evidence may be insufficient to establish the disputed facts reliably.
Where a Complaint cannot reasonably be determined, Sizzle Social may explain:
what evidence was available;
what material information remains unavailable;
why a definitive conclusion could not be reached; and
any further options available.
The Final Response
Contents of a Final Response
A Final Response should contain sufficient information to communicate the outcome of the Complaint.
Where appropriate, the response may state:
Complaint issue;
material findings;
decision;
Remedy offered;
reason for the decision;
steps required from the complainant;
applicable internal review procedure; and
external rights where relevant.
The level of detail may be limited where fuller disclosure would compromise:
security;
another person’s privacy;
fraud detection;
legal privilege;
confidential supplier information;
law-enforcement activity; or
another protected interest.
No Requirement for Legalistic Language
A Final Response may be written in plain language.
The fact that this Policy is a formal legal document does not require Sizzle Social to communicate routine Complaint outcomes in unnecessarily technical language.
Internal Review
Grounds for Further Review
A complainant dissatisfied with a Final Response may request Internal Review where there is a reasonable basis for reconsideration.
Relevant grounds may include:
new material evidence;
factual error;
mistaken identity;
incorrect transaction attribution;
failure to consider material evidence;
incorrect application of a Sizzle Social Policy;
inconsistent treatment of materially identical records;
disproportionate enforcement action; or
another material procedural or substantive error.
Review Requests Based Solely on Disagreement
A complainant may disagree with a decision.
However, repeated submission of the same information without identifying a material reason for reconsideration shall not necessarily require unlimited successive reviews.
Sizzle Social may treat a reasoned Internal Review as the final internal stage unless additional material evidence later becomes available.
Independence of Review
Where reasonably practicable, an Internal Review should be conducted by:
a different support representative;
a more senior decision-maker;
another authorised reviewer; or
another person capable of independently reconsidering the original decision.
This shall not require a separate corporate department where Sizzle Social’s organisational size does not make such separation reasonably practicable.
Internal Review Outcome
An Internal Review may:
uphold the original decision;
vary the decision;
reverse the decision;
increase or reduce a Remedy where legally appropriate;
require additional investigation; or
refer the matter to another specialised process.
Complaint Escalation and Exhaustion
Internal Resolution Is Encouraged
Sizzle Social encourages complainants to permit a reasonable opportunity for direct resolution where practical.
Direct engagement can often resolve:
payment errors;
Service disputes;
Wallet discrepancies;
refund issues;
Account restrictions; or
customer-support misunderstandings
without the need for external proceedings.
Internal Process Is Not an Unlawful Barrier
Nothing in this Policy shall be interpreted as requiring a consumer to surrender or waive an external legal remedy.
Where applicable law permits a consumer to:
complain to a regulator;
approach an industry-sector regulator;
file a complaint with the FCCPC; or
commence proceedings before a court,
this Policy shall not remove that right.
Federal Competition and Consumer Protection Commission
Consumer Complaints to the FCCPC
Consumers may have rights under the Federal Competition and Consumer Protection Act 2018 (“FCCPA”) to seek redress through the Federal Competition and Consumer Protection Commission (“FCCPC”).
Where applicable, a consumer may submit a Complaint to the FCCPC concerning alleged conduct inconsistent with consumer-protection law.
Sizzle Social’s internal complaint process shall not operate as a waiver of that right.
Direct Engagement Before FCCPC Escalation
FCCPC complaint guidance generally encourages consumers to first engage the provider of the relevant product or Service.
Accordingly, use of Sizzle Social’s internal Complaint process may assist by creating a documented opportunity for direct resolution.
However, the legal rights available under the FCCPA shall ultimately be determined by applicable law rather than solely by this Policy.
FCCPC Complaint Information
A complainant escalating a matter externally may be required by the FCCPC to provide information such as:
identity of the undertaking complained against;
transaction information;
amount involved where relevant;
requested redress;
receipts;
agreements;
correspondence; and
other supporting documents.
Sizzle Social recommends retaining material transaction and complaint records for this purpose.
Sector Regulators
Applicable Industry Regulators
Certain matters may fall within the jurisdiction of another regulator.
Where applicable law permits or requires referral to an industry-sector regulator, the complainant may exercise that right.
Examples may include matters relating to:
financial institutions;
Payment Providers;
telecommunications;
data protection; or
another regulated industry.
The relevant regulator shall depend upon the subject matter of the Complaint and legal jurisdiction.
Separate Responsibility of Payment Providers
Where a Complaint concerns conduct independently attributable to a bank, card issuer, Payment Provider or another regulated financial institution, the complainant may also have rights under that provider’s complaint process and applicable financial regulation.
Sizzle Social shall not represent that it can determine every dispute concerning an independent financial institution.
Nigeria Data Protection Commission
Privacy Complaints
A Complaint alleging violation of applicable Nigerian data-protection law may be submitted to the Nigeria Data Protection Commission (“NDPC”) where the applicable statutory requirements are satisfied.
The internal Sizzle Social Privacy Request or Complaint process shall not eliminate that right.
Privacy complaints are governed further by the Data Rights & Privacy Requests Policy.
Courts and Judicial Remedies
Right to Seek Judicial Redress
Nothing in this Policy shall prevent a person from approaching a court of competent jurisdiction where applicable law permits such proceedings.
The use of Sizzle Social’s Complaint process shall not constitute a waiver of a right to seek judicial redress.
Likewise, failure to complete every internal stage shall not create a contractual bar to court proceedings where applicable law provides a direct right of action.
Alternative Dispute Resolution
Negotiated Resolution
Sizzle Social and a complainant may attempt to resolve a dispute through good-faith negotiation.
Any settlement reached shall be governed by its agreed terms.
Mediation or Conciliation
Where appropriate, the parties may mutually agree to mediation, conciliation or another recognised alternative dispute-resolution procedure.
Participation shall be subject to:
mutual agreement;
applicable law;
the rules of the chosen mediator or institution; and
any written terms governing the process.
No Automatic Mandatory Arbitration
This Policy does not impose mandatory private arbitration upon every Sizzle Social consumer dispute.
No User shall be treated as having waived a statutory right to regulatory or judicial redress merely by accepting this Policy where such waiver would be unlawful.
If Sizzle Social and another party separately agree to arbitration for a particular commercial dispute, the legal effect of that agreement shall depend upon its terms and applicable law.
Informal Settlement Communications
Settlement Offers
Sizzle Social may propose a commercial settlement to resolve a Complaint without admitting legal liability.
Likewise, a complainant may propose a compromise.
A settlement proposal shall not automatically constitute:
admission of wrongdoing;
admission of liability;
waiver of legal rights;
acceptance of every allegation; or
precedent governing another Complaint.
Where a settlement is accepted, its terms may become binding to the extent permitted by law.
Complaints Involving Refunds
Refund Eligibility Remains Governed by the Refund Policy
A Complaint concerning money shall not alter the underlying principles governing refund eligibility.
Where the complainant seeks a refund, relevant matters may include:
extent of Service delivery;
Order status;
Customer-Funded Balance;
Promotional Credit;
duplicate recovery;
Payment reversals;
chargebacks;
customer-caused issues; and
applicable consumer rights.
The complete refund framework is contained in the Refund Policy.
Refund Complaint Versus Refund Request
A Refund Request asks whether money should be returned.
A Refund Complaint challenges:
the way the Refund Request was handled;
the amount approved;
refusal of the refund;
unreasonable delay;
refund destination;
calculation; or
another refund-related decision.
The two processes may therefore involve the same transaction but perform different functions.
Complaints Involving Service Delivery
Service Evidence
A Service Complaint may require review of:
original Service description;
destination submitted;
start count;
completion count;
supplier status;
estimated delivery information;
applicable refill terms;
Order history;
username changes;
destination availability;
overlapping Orders; and
other material circumstances.
Service Delay
The fact that an estimated delivery period has passed does not automatically establish failure.
However, a materially unresolved Order shall not be left open indefinitely without reasonable investigation.
Where continued performance is no longer reasonable, an appropriate Remedy shall be considered under the Terms of Service and Refund Policy.
Complaints Involving Digital Accounts
Digital Product Investigation
A Complaint concerning a Digital Account or Digital Product may require consideration of:
delivery records;
credential validity;
access at the point of delivery;
product description;
warranty or support conditions;
credential changes;
recovery attempts;
customer actions;
supplier information; and
timing of the Complaint.
Unique digital credentials may create evidential and practical issues different from ordinary social media growth Services.
Applicable rights shall therefore be determined according to the Digital Accounts & Digital Products Policy and mandatory law.
Complaints Involving Payments
Payment Reconciliation
A Payment Complaint may require reconciliation against:
Payment Provider records;
bank information;
transaction references;
Wallet credits;
reversals;
refunds;
chargebacks; and
related Orders.
A bank debit alone does not necessarily establish that Sizzle Social received settled funds.
Conversely, a technical failure to credit a Wallet does not extinguish a Payment that can be verified as received.
Complaints Involving Chargebacks
Chargebacks and Internal Complaints May Coexist
Opening a chargeback does not automatically prohibit a Complaint.
However, where a chargeback may result in recovery of the same monetary amount sought through Sizzle Social, monetary resolution may be coordinated to prevent duplicate reimbursement.
No Retaliation for Genuine Chargebacks
A User shall not be penalised merely because a genuine payment dispute was raised in good faith.
Separate action may nevertheless be taken where credible evidence establishes fraudulent chargeback abuse.
Complaints Involving Account Enforcement
Review of Suspension or Termination
A User may challenge an Account restriction, suspension or termination by presenting information indicating that the decision may have been incorrect or disproportionate.
Relevant information may include:
explanation of the disputed activity;
proof of Account ownership;
evidence concerning the Payment;
security information;
evidence of mistaken identity;
evidence concerning API activity; or
another fact relevant to the enforcement decision.
Security-Sensitive Decisions
Sizzle Social may decline to disclose specific anti-fraud or security techniques where disclosure could enable circumvention.
A security-sensitive explanation may therefore describe the general basis of the decision without disclosing:
detection thresholds;
fraud scoring;
security architecture;
confidential provider information; or
another detail whose disclosure would create material risk.
Complaints Concerning Staff Conduct
Professional Conduct
Complaints concerning support or staff conduct shall be assessed separately from the merits of the underlying transaction where appropriate.
A complainant may raise concerns regarding:
abusive communication;
discriminatory treatment;
improper refusal to assist;
deliberate misinformation;
disclosure of confidential information;
retaliation; or
other material misconduct.
Customer Conduct Does Not Automatically Defeat a Valid Complaint
The fact that a complainant communicated angrily or critically shall not automatically invalidate an otherwise legitimate Complaint.
Serious threats, harassment or other prohibited conduct may nevertheless be addressed under the Acceptable Use Policy independently from the merits of the underlying Complaint.
Complaints Concerning Privacy
Privacy Complaint Handling
Where a Complaint alleges unlawful processing of personal data, Sizzle Social shall consider:
applicable privacy law;
lawful basis;
purpose of processing;
Data Subject rights;
consent where relevant;
disclosure;
retention;
security;
international transfers; and
applicable regulator rights.
Where the communication also constitutes a Data Rights Request, the applicable statutory process shall run independently as required.
Complaints Concerning Third-Party Platforms
Independent Platform Decisions
Sizzle Social does not control independent actions taken by third-party social media platforms.
Accordingly, a Complaint shall distinguish between:
Sizzle Social’s own Service performance; and
independent action taken by a third-party platform.
Examples of third-party actions may include:
Account suspension;
content removal;
engagement adjustment;
algorithm changes;
metric recounting;
monetisation decisions;
recommendation changes; or
platform-wide technical outages.
Sizzle Social shall remain responsible for its own contractual obligations notwithstanding reliance upon third parties.
Complaints Made Through Public Channels
Social Media and Public Reviews
A customer may express dissatisfaction publicly.
A public review, social media post or public comment shall not automatically constitute a formal Complaint submitted through this Policy.
Where Sizzle Social becomes aware of a public Complaint, it may invite the complainant to provide transaction-specific information through a private official channel.
Protection of Personal Information
Sizzle Social should avoid requesting sensitive transaction or identity information publicly.
Complaint handling involving:
Payment references;
Account details;
personal information;
Digital Account credentials;
bank information; or
other confidential material
should be moved to an appropriate private channel.
Anonymous Complaints
Anonymous Information
Sizzle Social may consider anonymous reports where sufficient information exists to investigate a matter.
However, anonymous reporting may limit the ability to:
verify the complainant’s connection to the issue;
disclose confidential findings;
provide Account-specific remedies;
process refunds;
change an Account;
verify ownership; or
seek clarification.
A Complaint seeking a personal Remedy will ordinarily require sufficient identity verification.
Complaints From Vulnerable Consumers
Reasonable Accessibility
Where Sizzle Social is reasonably aware that a complainant requires assistance because of disability, communication difficulty or another material vulnerability, reasonable efforts should be made to facilitate access to the Complaint process where practicable.
This may include allowing:
an authorised representative;
alternative written communication;
simplified explanation; or
another reasonable adjustment.
No additional fee shall be imposed merely because reasonable complaint accessibility is required.
Complaint Costs
No Complaint Submission Fee
Sizzle Social shall not charge a fee merely for submitting an ordinary Complaint.
This does not require Sizzle Social to bear:
the complainant’s independent legal costs;
third-party professional fees;
bank charges imposed independently;
internet or telecommunications costs; or
other costs not caused or assumed by Sizzle Social.
Any award of recoverable legal or regulatory costs shall remain subject to applicable law or a competent decision-maker.
Complaint Records
Recordkeeping
Sizzle Social may maintain records of Complaints for purposes including:
investigation;
customer support;
quality control;
regulatory compliance;
fraud prevention;
dispute management;
litigation;
trend analysis;
staff training;
policy improvement; and
demonstrating how a Complaint was handled.
Complaint records may include:
complainant information;
transaction references;
Complaint category;
evidence;
correspondence;
findings;
decision;
Remedy;
review outcome; and
closure date.
Retention
Complaint information shall be retained only for so long as an applicable lawful purpose exists.
Retention shall be governed by the Privacy Policy and applicable law.
Confidentiality
Complaint Information
Sizzle Social shall process Complaint information in accordance with applicable confidentiality, privacy and security obligations.
Complaint information may be disclosed where reasonably necessary to:
investigate the matter;
obtain supplier information;
consult professional advisers;
process a Payment dispute;
respond to a regulator;
comply with law;
defend a legal claim; or
implement a Remedy.
No Absolute Confidentiality Guarantee
A Complaint cannot necessarily be treated as absolutely confidential where investigation requires disclosure to:
affected service providers;
Payment Providers;
regulators;
courts;
professional advisers; or
other lawful recipients.
Disclosure shall remain limited to what is reasonably necessary or legally required.
Legal Privilege
Protected Legal Communications
Nothing in this Policy shall require Sizzle Social to disclose information protected by legal professional privilege or another legally recognised protection.
The existence of privileged advice shall not prevent Sizzle Social from providing a reasonable explanation of a Complaint decision where required.
Conflicts of Interest
Fair Review
Where reasonably practicable, a person with a direct personal conflict concerning a Complaint should not be the sole final decision-maker for that Complaint.
Ordinary operational involvement in the original transaction shall not necessarily constitute a disqualifying conflict.
Complaint Analytics and Systemic Issues
Repeated Complaint Patterns
Sizzle Social may analyse aggregated Complaint information to identify:
recurring Service failures;
supplier problems;
payment issues;
confusing Service descriptions;
technical defects;
refund patterns;
support shortcomings;
security risks; or
other systemic issues.
Where a recurring issue is identified, appropriate corrective action may include:
changing Service descriptions;
suspending a supplier;
updating systems;
changing support procedures;
correcting legal wording;
improving payment reconciliation;
improving user education; or
another appropriate operational measure.
Complaint Resolution Does Not End Systemic Responsibility
Resolving an individual Complaint shall not necessarily be sufficient where Sizzle Social becomes aware of a material systemic issue affecting multiple customers.
Reasonable steps should be taken to address the wider cause where practicable.
No Retaliation
Right to Complain
Sizzle Social shall not:
suspend an Account;
terminate an Account;
restrict a User;
deny a legitimate refund;
degrade Service;
retaliate through support; or
otherwise materially disadvantage a person
solely because the person submitted a genuine Complaint, challenged a decision, contacted a regulator or exercised a lawful consumer right.
This provision does not prevent independent enforcement arising from:
fraud;
chargeback abuse;
threats;
security violations;
Acceptable Use violations;
unpaid amounts; or
another legitimate reason unrelated to the Complaint itself.
False and Fraudulent Complaints
Good-Faith Complaints Are Protected
A Complaint shall not be classified as false merely because:
Sizzle Social disagrees with it;
evidence is ultimately insufficient;
the complainant misunderstood a transaction;
the Complaint is unsuccessful; or
the complainant strongly criticises Sizzle Social.
Deliberately Fabricated Complaints
A materially fabricated Complaint may constitute abuse where the complainant knowingly submits:
altered payment evidence;
false screenshots;
fabricated delivery records;
false identity information;
knowingly false fraud allegations;
duplicate recovery claims; or
other deliberately falsified evidence.
Such conduct may be addressed under the Acceptable Use Policy.
Repetitive Complaints
Repeated Contact About the Same Matter
Sizzle Social may consolidate repeated Complaints concerning substantially the same facts.
A complainant shall not lose the right to a fair response merely because the issue required multiple follow-ups.
However, once:
the Complaint has been investigated;
a Final Response has been issued;
an Internal Review has been completed where applicable; and
no materially new evidence has been provided,
Sizzle Social may decline to repeatedly reopen the same Complaint.
The complainant shall remain free to exercise any applicable external remedy.
Closing a Complaint
Complaint Closure
A Complaint may be closed where:
the requested issue has been resolved;
the complainant accepts the Remedy;
a Final Response has been issued;
Internal Review has been completed;
necessary information has not been provided after reasonable attempts to obtain it;
the matter has moved into litigation or another external process requiring separate handling;
the Complaint has been withdrawn; or
another reasonable closure basis applies.
Closure of the internal Complaint shall not erase underlying transaction or Complaint records that remain lawfully required.
Reopening a Complaint
A closed Complaint may be reconsidered where materially new evidence becomes available or a significant factual or procedural error is identified.
Repeated requests based solely upon the same information need not result in indefinite reopening.
Preservation of Evidence
Complaint-Related Holds
Where a Complaint reasonably gives rise to a dispute, investigation, chargeback, regulatory matter or foreseeable legal claim, Sizzle Social may preserve relevant records beyond ordinary operational periods where lawful.
Such records may include:
transaction information;
Order records;
Wallet ledger;
emails;
support communications;
technical logs;
security records;
supplier responses; and
documents submitted by the complainant.
A preservation hold shall not authorise unrelated use of the retained information.
Interaction With Legal Proceedings
Existing Proceedings
Where formal litigation, regulatory proceedings or another external adjudicatory process has commenced concerning the same dispute, Sizzle Social may determine that continued internal Complaint handling should be:
continued;
coordinated;
suspended; or
concluded,
depending upon the circumstances and advice concerning the external process.
Nothing in this provision shall be used to obstruct lawful regulatory or judicial proceedings.
Governing Law
Nigerian Law
This Policy shall be governed principally by the laws of the Federal Republic of Nigeria.
Nothing in this clause shall exclude mandatory consumer, privacy or other rights that apply under another jurisdiction.
Relationship With Consumer Protection Law
Federal Competition and Consumer Protection Act
Nothing in this Policy shall exclude a right available under the Federal Competition and Consumer Protection Act 2018.
Where applicable, a consumer may seek to enforce a right or resolve a dispute through mechanisms recognised under the FCCPA.
This may include direct engagement with the undertaking, referral to an applicable industry-sector regulator, complaint to the FCCPC or recourse to a court of competent jurisdiction as provided by applicable law.
Consumer Remedies
Where applicable law provides a consumer with a remedy concerning defective, materially delayed, unperformed or improperly performed Services, Sizzle Social shall not use this Complaint procedure to contractually extinguish that remedy.
Internal procedures are intended to facilitate resolution rather than reduce statutory protection.
Relationship With the Terms of Service
Contractual Disputes
The Terms of Service govern the general contractual relationship between Sizzle Social and Users.
This Policy establishes the procedural framework for handling Complaints arising from that relationship.
Relationship With the Refund Policy
Refund Disputes
The Refund Policy determines eligibility for refunds, Wallet restoration, External Refund and related remedies.
This Policy provides a mechanism to challenge the handling or outcome of a refund matter.
Relationship With the Billing, Wallet & Payment Policy
Payment Complaints
The Billing, Wallet & Payment Policy governs Payment, Wallet and billing mechanics.
A Complaint concerning those matters shall be interpreted together with that Policy.
Relationship With the Acceptable Use Policy
Enforcement Appeals
The Acceptable Use Policy governs prohibited conduct and enforcement.
A User challenging an enforcement decision may use the Complaint process established here.
Relationship With Privacy Policies
Privacy Complaints and Rights
The Privacy Policy, Data Rights & Privacy Requests Policy and GDPR & International Privacy Rights Policy govern privacy matters.
Where a Complaint also involves a statutory privacy right, the applicable privacy procedure and deadline shall continue to apply.
Changes to This Policy
Policy Amendments
Sizzle Social may update this Policy to reflect:
changes in law;
regulatory guidance;
changes to complaint channels;
changes to internal review procedures;
changes to Platform functionality;
improvements to customer redress;
new Services;
payment-system changes; or
other legitimate operational developments.
The Last Updated date shall identify the current version.
Existing Complaints
A procedural update may apply to an existing Complaint where doing so does not unfairly remove an accrued right or materially prejudice the complainant.
No later Policy amendment shall be used to retrospectively remove a Remedy required by law.
Mandatory Law
Mandatory Rights Prevail
Where this Policy conflicts with a mandatory requirement of applicable law, the mandatory legal requirement shall prevail to the extent of the conflict.
Nothing in this Policy shall be interpreted as:
requiring waiver of consumer rights;
preventing a complaint to the FCCPC;
preventing a complaint to the NDPC;
preventing access to an applicable industry regulator;
preventing genuine chargebacks;
preventing judicial redress;
requiring mandatory arbitration where none has lawfully been agreed;
allowing retaliation for a genuine Complaint; or
permitting Sizzle Social to retain money contrary to applicable law.
Severability
Invalid Provisions
If any provision of this Policy is determined by a competent authority to be unlawful, invalid or unenforceable, the remaining provisions shall continue to apply to the fullest extent permitted by law.
The affected provision shall be modified only to the minimum extent necessary to preserve its lawful purpose.
No Waiver
Failure to Enforce
Failure by Sizzle Social to rely upon a contractual right during one Complaint shall not automatically constitute permanent waiver of that right.
Likewise, a Remedy granted in one matter shall not necessarily create an entitlement to the same Remedy in another matter involving materially different facts.
Contact and Complaint Submission
Formal Complaints
Formal Complaints may be submitted through the Complaint mechanism made available on this page or through:
Email: contact@sizzlesocial.ng
Suggested Subject: Formal Complaint
Where the Complaint concerns a specific Account, Order, Payment or refund, sufficient reference information should be provided to enable identification of the matter.
Refund Requests
Formal requests seeking an External Refund shall be submitted through:
Sizzle Social Refund Request Page
Privacy Requests
Privacy rights requests shall be submitted in accordance with the Data Rights & Privacy Requests Policy.
Legal Centre
The complete Sizzle Social legal framework is available through the Sizzle Social Legal Centre.
Related policies include:
Final Legal Effect
Complaint Resolution Does Not Remove Legal Rights
This Policy is intended to provide a practical, fair and documented mechanism through which Sizzle Social can receive, investigate and resolve Complaints.
Nothing in this Policy shall be interpreted as:
making Sizzle Social the sole judge of a consumer’s legal rights;
preventing a complainant from challenging a Sizzle Social decision;
preventing the submission of a complaint to the FCCPC;
preventing a privacy complaint to the NDPC;
preventing use of an applicable sector regulator;
preventing access to a court where legally available;
requiring waiver of a genuine chargeback right;
requiring acceptance of a proposed settlement;
permitting retaliation for a good-faith Complaint;
converting silence into acceptance of a decision;
extinguishing an applicable refund right;
authorising indefinite delay of a Complaint;
allowing a supplier’s position to override a mandatory consumer remedy; or
excluding another remedy that applicable law does not permit Sizzle Social to exclude.
Complaints shall be determined according to the applicable facts, evidence, contractual terms, Sizzle Social Policies, consumer rights and mandatory law.
Where Sizzle Social has made an error, the Complaint process is intended to provide a reasonable route to correction and redress.
Where Sizzle Social has complied with its obligations and the evidence does not establish the claimed failure, the Complaint process is intended to provide a documented explanation and a defined route for any available review or external escalation.
