Terms of service

The short version

• We provide the Payble app and the tools in it. The wallets and payment services behind it are provided by Visual ICT Limited, a mobile money operator licensed by the Central Bank of Nigeria. We are not a bank, and Visual ICT is not a bank.
• You must give us true information, keep your sign-in secret, and use Payble only for lawful business.
• Our fees are shown before you pay them, with VAT added at the applicable rate (currently 7.5%) where it applies. We give you at least 30 days' notice before a new or higher fee starts.
• If money leaves your account without your authority, tell us at once. We will investigate and, if you did not authorise it, did not act dishonestly and did not let someone else use your sign-in, we will refund it.
• You can close your account at any time. We can suspend or close it for the reasons in section 11. Where we can, we give notice first; where we must act at once, we tell you why as soon as the law allows.
• If something goes wrong, our complaints policy says what happens and when.

1. About these terms

These terms cover the Payble app, the business portal, the online storefront, payment links, invoices, receipts, and the other tools and services we provide under the Payble name in Nigeria (the "services"). They apply together with:

• our acceptable use policy;
• our privacy policy and cookie notice;
• the fees on our pricing page and in the app;
• any extra terms for a particular product that we show you when you sign up for it, such as the terms for a card reader or terminal you lease or buy. If they differ from these terms for that product, the extra terms apply to it.

You accept these terms by ticking the box to confirm you agree when you sign up. We keep a record of the version you accepted and when. You can print or save them from this page, and we will send you a copy if you ask.

2. Who does what

We make and run the Payble app and the tools in it, and we look after our customers.

Visual ICT Limited ("Our Payment Provider") is a mobile money operator licensed by the Central Bank of Nigeria. It provides the wallets that hold your money and the services that move it. Your money is held by Our Payment Provider, not by us. Where a service is provided by Our Payment Provider, we will tell you, and its own terms may also apply. Its licence details are in our regulatory information. We are not a bank and we do not take deposits.

Money held in your wallet is covered by deposit insurance from the Nigeria Deposit Insurance Corporation (NDIC), up to ₦250,000 per depositor. Any amount above that is not covered.

3. Who can use the services

• You must be at least 18 and run a business in Nigeria. This can be a sole trader or an unregistered business, as well as a registered company or business name. If you sign up for a registered business, you must have the authority to accept these terms for it.
• The person who signs up becomes the account owner. The owner is responsible for the account, and for everyone the owner adds to it.
• The services are for business use in Nigeria. They are not for anyone whom the law says we may not serve.

4. Proving who you are

The law requires us and Our Payment Provider to know who is behind each account. When you sign up we will ask for proof of identity, such as your Bank Verification Number (BVN) or National Identification Number (NIN), and, if your business is registered, your business's registration documents. We may ask for more later, for example if something in your account changes or looks unusual.

• Everything you give us must be true, complete and current. Tell us promptly if it changes.
• What you can do with your account, and how much you can send, receive or hold, depends on the level of identity checks you have completed, in line with the Central Bank of Nigeria's tiered KYC rules. Your current level and limits are shown in the app, and you can raise them by giving us more information.
• We may refuse to open an account, or ask you to wait while we check. If we refuse, we will tell you unless the law stops us.
• We look after what you give us as our privacy policy says.

5. Using the services

Once your account is open you can use the parts of the services that apply to your business. Some features come later, or are not open to everyone yet, and we will say so.

• You must follow our acceptable use policy. It forms part of these terms.
• You are responsible for the sales you record, the prices you show, and for what you sell to your customers. Your customers' contract is with you, not with us or Our Payment Provider.
• We can improve, change, or take features out of the services. If a change would make the services worse for you in a way that matters, section 12 applies.

6. Fees

• Our fees are on our pricing page and in the app. We show you the fee before you confirm anything that costs money, and you only pay a fee that was shown or agreed.
• VAT is added to fees at the rate the law sets (currently 7.5%) where it applies, and is shown separately.
• Some fees can be passed on to your customers. If you choose to do that, it is your responsibility to tell them, and to do it lawfully.
• Prices on the website are indicative. The price that applies is the one in the app or on your order when you confirm it.
• Changes to fees. We will give you at least 30 days' notice before a new fee, or an increase in a fee, applies to you, unless the change is in your favour or the law or a regulator requires it sooner. If you do not want to pay it you can close your account before it starts, at no cost.
• If we charge you something we should not have, we will refund it within 2 business days of confirming the error, with interest where the CBN's rules require it. Our complaints policy explains how to tell us.

7. Payments and transfers

• The app shows you the status of every payment. If one fails or is delayed, we will show why where we can. How long a payment takes depends partly on banks and payment networks that we do not control.
• Limits may apply to what you can send, receive or hold, because of the law, Our Payment Provider or the security of your account. They are shown in the app.
• Check the details before you confirm a payment. Once it has been sent it may not be possible to get it back. If you have sent money to the wrong place, tell us at once and we will try to help you recover it, but we cannot promise to.
• If a customer disputes a card payment (a chargeback), we or Our Payment Provider may hold or reverse the amount while it is looked into, in line with the card scheme rules. We will tell you within 1 business day and you can answer with evidence.
• Unauthorised payments. If money leaves your account without your authority, tell us as soon as you notice. We will investigate and tell you the outcome within 14 business days. If you did not authorise it, did not act dishonestly, and did not let someone else use your sign-in or device, we will make sure it is refunded to you, with interest where the CBN's rules require it. See section 13.

8. Keeping your account safe

• Keep your password, PIN and one-time codes to yourself. Payble staff and field sales representatives will never ask for them. If someone does, do not give them, and tell us.
• Choose the roles of people you add to your business account carefully. You are responsible for what they do with your account, until you remove them or tell us to.
• Tell us straight away if your phone, card reader or terminal is lost or stolen, or if you think someone else has your sign-in, so we can protect the account.
• Keep your devices and the app up to date.

More about staying safe is on our security page.

9. Information about your customers

When you put your customers' details in the app, such as their names, phone numbers or purchases, you decide why and how they are used. Under the Nigeria Data Protection Act, 2023, you are the data controller and we are your data processor. You are responsible for having a lawful basis to collect and use them, and for telling your customers how you use them.

When we handle your customers' personal data, we will:

• use it only to provide the services to you, on your instructions, unless the law requires otherwise;
• make sure our staff and contractors who can see it are bound to keep it confidential;
• keep it secure with appropriate technical and organisational measures;
• use other processors (such as hosting providers) only under written terms that protect it at least as well as these, and keep a list of them available on request;
• transfer it outside Nigeria only where the Act allows;
• help you respond to your customers' requests to exercise their rights;
• tell you without undue delay, and within 48 hours of becoming aware, of a personal data breach affecting it;
• delete it or return it to you when your account closes, unless the law requires us to keep it.

What we do with your own information is in our privacy policy.

10. Financial crime and other legal duties

The law, including the Money Laundering (Prevention and Prohibition) Act, 2022 and the Terrorism (Prevention and Prohibition) Act, 2022, requires us and Our Payment Provider to prevent money laundering and the financing of terrorism. Because of that we may ask you about your business and where money comes from, delay, hold or refuse a payment, and report what we suspect to the authorities. The law can prevent us from telling you that we have done so. We will not be responsible for a delay or refusal that we make in good faith for these reasons.

11. Suspending, closing and ending

By you

You can close your account at any time by telling us in the app or at support@mypayble.com. You must pay what you owe us. We will return what is left in your wallet to a bank account in your name within 2 business days, after any checks the law requires. We keep records for as long as the law requires, which is at least five years for transaction and identity records.

By us

We may suspend, limit or close your account, or refuse a payment, if:

• you have broken these terms or our acceptable use policy;
• we reasonably believe there is fraud, a crime, or a risk to the security of your account or to other people;
• the information you gave us is false or has become out of date and you have not corrected it;
• the law, a regulator, a court, or Our Payment Provider requires it;
• you owe us money that is due and unpaid.

We will give you at least 30 days' notice before we close your account for any reason other than those above. If we close, suspend or limit it for a serious reason and need to act at once, we will tell you why as soon as we can, unless the law stops us. If you think we have got it wrong, tell us and we will look again: see our complaints policy.

12. Changes to these terms

We may change these terms only for one of these reasons:

• the law, a regulator's rules or Our Payment Provider's requirements change;
• we add, change or remove a feature or a product, or how it is provided;
• our costs, or the way we provide the services, change;
• to make the terms clearer or to correct a mistake.

We will tell you by email or in the app at least 30 days before a change that is not in your favour starts, unless the law requires it sooner. If you do not agree, you can close your account before it starts, at no cost, and the old terms stay in force until then. If you keep using the services after it starts, you accept the change.

13. Our responsibility

• We will provide the services with reasonable care and skill.
• Nothing in these terms limits our responsibility for loss caused by our negligence, misrepresentation or fraud, or by our employees, or removes any protection or right of redress that the law gives you.
• We are not responsible for a failure or delay caused by something beyond our reasonable control, such as a failure of the internet, the mobile networks, electricity, a payment network or Our Payment Provider's systems, and we will work to put it right as soon as we can.
• We are not liable for losses that were not a foreseeable result of our failing, or for a loss that is the result of your own fraud, of your breaking these terms, or of your letting someone else use your sign-in.

14. Our field sales representatives

Field sales representatives help businesses to sign up for Payble. They are independent contractors, not our employees, and they are not CBN-licensed agents: they cannot take deposits, pay out cash or carry out transactions for you. A representative must show you their badge, and you can check their Representative ID at our verification page. A representative must never take cash from you, ask for your PIN, password or one-time code, or charge you to sign up. If one does, tell us: see speak up.

15. Complaints and disputes

If you are not happy, tell us in the app, at support@mypayble.com or on [phone number]. We will acknowledge your complaint within 24 hours and aim to resolve it within 2 business days. Some kinds of problem, such as a card dispute or a suspected fraud, take longer, and our complaints policy lists the time for each and explains each step.

If you are still not satisfied, or we have not resolved it in time, you can take your complaint to the Consumer Protection Department of the Central Bank of Nigeria (cpd@cbn.gov.ng), the Federal Competition and Consumer Protection Commission, or a court.

16. General

• Notices. We contact you at the email address and phone number on your account. Please keep them up to date.
• Transferring the agreement. You may not transfer your rights or duties to anyone else without our consent. We may transfer ours to another company only if it does not reduce your rights, and we will tell you before we do.
• If part of it fails. If a court finds part of these terms unenforceable, the rest still applies.
• Waiver. If we do not enforce a right straight away, we can still do so later.
• Other people. Nobody else can enforce these terms.
• Language. These terms are in English. If we give you a translation, the English one applies if they differ.
• Law. These terms are governed by the laws of the Federal Republic of Nigeria, and its courts can decide any dispute about them. That does not remove any right you have to complain to a regulator or to go to a court that the law gives you access to.

17. Contact us

MyPayble Technologies Limited (RC 1996904), Plot 654 Sani Abacha Way, by FCDA/NTA HQRS, Area 11, Garki, Abuja, Nigeria. Email support@mypayble.com. Phone [number].