Introduction

ResolveX is a technology platform designed to facilitate the digital lodgement, tracking, and resolution of financial disputes between customers and their banks in Nigeria. ResolveX is not a financial institution, a bank, a regulator, or a legal representative. We provide infrastructure and tooling only.

These Terms apply to all users of the platform including individual customers ("Clients"), bank staff, branch administrators, and master administrators employed by partner financial institutions ("Bank Users").

ResolveX operates in compliance with applicable Nigerian laws, including the Central Bank of Nigeria (CBN) Consumer Protection Regulations, the Federal Competition and Consumer Protection Commission (FCCPC) Act, the Nigeria Data Protection Act 2023, and other applicable legislation.

Definitions

Throughout these Terms, the following definitions apply:

• "Platform" means the ResolveX website (useresolvex.com), mobile application, and all associated services and tools.
• "Client" means any individual who registers on the Platform to lodge or track a financial dispute with a bank.
• "Bank User" means any staff member, branch administrator, or master administrator of a financial institution that has entered a partnership agreement with ResolveX.
• "Complaint" or "Dispute" means a formal grievance lodged by a Client against a financial institution through the Platform.
• "Ticket" means the unique case record created upon submission of a Complaint, containing all relevant information, communications, and tracking data for that Complaint.
• "VIP Session" or "Appointment" means a physical branch visit booking made through the Platform's scheduling feature.
• "Partner Bank" means any financial institution that has executed a commercial agreement with ResolveX to use the Bank Partner Portal.
• "SLA" means Service Level Agreement, specifically the 14-day resolution window mandated by the Central Bank of Nigeria.
• "Content" means any information, text, documents, images, or data submitted to the Platform by any user.

Eligibility

For Clients

To use the Platform as a Client, you must:

• Be at least 18 years of age;
• Be a customer of a financial institution operating in Nigeria;
• Provide accurate, complete, and truthful information during registration and complaint submission;
• Have legal capacity to enter into binding agreements under Nigerian law.

For Bank Users

Bank Users must be employed by a Partner Bank and authorised by that institution to access the Bank Partner Portal. Your access is governed both by these Terms and by the commercial agreement between your employer and ResolveX.

Account Registration

Creating Your Account

To access most features of the Platform, you must create an account. When registering, you agree to provide your full legal name, a valid email address, a secure password (minimum 8 characters), and any other information we may request to verify your identity.

Account Security

You are solely responsible for maintaining the confidentiality of your login credentials. You agree to:

• Not share your password with any third party;
• Notify us immediately at info@useresolvex.com if you suspect any unauthorised access to your account;
• Log out of your account after each session, particularly on shared devices;
• Not use another person's account without their express permission.

ResolveX shall not be liable for any loss or damage arising from your failure to maintain adequate account security.

One Account Per User

Each individual may maintain only one Client account on the Platform. Creating multiple accounts to circumvent restrictions or misrepresent the volume of complaints is strictly prohibited.

Acceptable Use of the Platform

Permitted Uses

You may use the Platform to lodge genuine financial disputes with your bank, track the progress of your complaints, communicate with bank staff through the in-ticket messaging feature, book physical appointment sessions, and access information relevant to your dispute.

Prohibited Conduct

You agree not to use the Platform for any of the following:

• Submitting false, fraudulent, or fabricated complaints or evidence;
• Harassing, threatening, or abusing bank staff through the messaging feature;
• Attempting to gain unauthorised access to any part of the Platform or other users' accounts;
• Uploading malware, viruses, or any malicious code;
• Using the Platform to conduct any activity that is illegal under Nigerian law;
• Scraping, crawling, or systematically extracting data from the Platform without our written consent;
• Impersonating any other person or entity;
• Interfering with or disrupting the operation of the Platform or its servers;
• Using the Platform to advertise, solicit, or promote any commercial product or service.

Complaint Submission and Processing

How Complaints Are Processed

When a Client submits a complaint through the Platform, ResolveX routes the complaint to the relevant Partner Bank's dashboard. The complaint is automatically assigned a unique ticket number and a 14-day resolution countdown begins, in line with the CBN's Consumer Protection Regulations.

Your Responsibilities as a Client

When submitting a complaint, you agree to:

• Provide accurate and complete information about the dispute, including dates, amounts, and relevant account details;
• Upload only authentic supporting documents (transaction receipts, screenshots, bank alerts, etc.);
• Respond promptly to any requests from bank staff for additional information;
• Notify us if your dispute is resolved outside the Platform so we can update the record accordingly.

Escalation to the CBN

If a Partner Bank fails to resolve a complaint within the 14-day window, the Client may be presented with the option to escalate the complaint to the Central Bank of Nigeria. ResolveX facilitates this process by providing the documented complaint history. ResolveX does not act as an intermediary or representative in any CBN proceedings.

No Guarantee of Outcome

ResolveX is a facilitating platform only. We do not investigate complaints, adjudicate disputes, or guarantee any particular outcome. The resolution of a dispute is entirely at the discretion of the Partner Bank and, where applicable, the CBN.

Bank Partner Terms

This section applies specifically to Bank Users accessing the Platform through the Bank Partner Portal.

Authorised Access Only

Access to the Bank Partner Portal is restricted to individuals who have been formally granted access by their employer (a Partner Bank) in accordance with the commercial agreement between that bank and ResolveX. Unauthorised access is strictly prohibited.

Data Handling Obligations

Bank Users who handle Client data through the Platform must comply with all applicable data protection obligations, including the Nigeria Data Protection Act 2023. Bank Users must not export, share, or use Client data for any purpose other than genuine complaint resolution.

Professional Conduct

Bank Users must at all times engage with Clients through the Platform in a professional, respectful, and good-faith manner. Dismissive, threatening, or dishonest communication through the Platform is prohibited and may be reported to the relevant bank's management.

Accountability for Resolution

Bank Users acknowledge that all complaint activity, communication, and resolution actions taken on the Platform are logged, timestamped, and may be audited by the Partner Bank's management, Master Admin, and, where relevant, by the CBN.

Session Booking

The Platform includes a physical appointment booking feature that allows Clients to schedule branch visits when their physical presence is required for dispute resolution.

Booking Conditions

• Session booking is only available when a bank staff member has changed the status of a complaint ticket to "Physical Presence Required."
• Appointment slots are allocated based on real-time branch staff availability. ResolveX cannot guarantee specific times and availability is subject to change.
• Clients are responsible for arriving at their booked appointment on time. Failure to attend without reasonable notice may result in rescheduling.
• The QR-coded VIP Pass generated upon booking is for the named individual only and is not transferable.

Cancellations

Clients may cancel or reschedule bookings through the Platform. Please cancel as early as possible to allow your slot to be made available to other customers.

Intellectual Property

All content on the Platform that is created or owned by ResolveX — including but not limited to our logo, brand identity, platform design, software, algorithms, text, graphics, icons, and workflows — is the exclusive intellectual property of ResolveX Technologies and is protected by Nigerian and international intellectual property laws.

You are granted a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform for its intended purpose only. You may not copy, modify, reproduce, distribute, reverse-engineer, or create derivative works from any part of the Platform without our prior written consent.

Any content you submit to the Platform (such as complaint descriptions and evidence documents) remains your property. By submitting it, you grant ResolveX a limited licence to store, process, and transmit that content to the relevant Partner Bank solely for the purpose of facilitating your complaint resolution.

Limitation of Liability

To the fullest extent permitted by applicable law, ResolveX, its officers, directors, employees, agents, and partners shall not be liable for:

• Any failure by a Partner Bank to resolve a complaint within the mandated timeframe;
• Any decision made by a Partner Bank or the CBN regarding your complaint;
• Any loss of money, data, opportunity, or goodwill resulting from your use of, or inability to use, the Platform;
• Any unauthorised access to your account resulting from your failure to maintain account security;
• Any interruptions, errors, or downtime affecting the Platform;
• Any third-party content or services linked to or from the Platform.

In no event shall ResolveX's total aggregate liability to any user exceed the amount paid (if any) by that user to ResolveX in the twelve (12) months preceding the claim.

Disclaimers

The Platform is provided on an "as is" and "as available" basis. We make no warranties, express or implied, regarding the Platform's uninterrupted availability, accuracy, fitness for a particular purpose, or freedom from errors.

ResolveX does not provide legal, financial, or regulatory advice. Nothing on the Platform constitutes professional advice of any kind. Clients who require legal assistance in connection with a banking dispute are advised to consult a qualified legal practitioner.

Account Suspension and Termination

Termination by You

You may close your account at any time by contacting us at info@useresolvex.com. Closing your account will not affect any active complaint tickets, which will remain on record in accordance with our data retention policy.

Termination by ResolveX

We reserve the right to suspend or permanently terminate your access to the Platform, with or without notice, if we reasonably believe that you have:

• Violated any provision of these Terms;
• Submitted false or fraudulent complaints or evidence;
• Engaged in abusive, harassing, or threatening behaviour toward other users;
• Attempted to compromise the security or integrity of the Platform;
• Engaged in any conduct that is harmful to other users, Partner Banks, or ResolveX.

Terminated users may not re-register on the Platform without our express written consent.

Governing Law and Dispute Resolution

These Terms are governed by and construed in accordance with the laws of the Federal Republic of Nigeria. Any dispute arising from or relating to these Terms or your use of the Platform shall be subject to the exclusive jurisdiction of the courts of the Federal Capital Territory, Abuja, Nigeria.

Before commencing formal legal proceedings, both parties agree to make good-faith efforts to resolve any dispute through direct negotiation. If a resolution cannot be reached within 30 days of written notice, either party may pursue formal legal remedies.

Changes to These Terms

ResolveX reserves the right to modify these Terms at any time. When we make material changes, we will:

• Update the "Last Updated" date at the top of this page;
• Send a notification to your registered email address;
• Display a prominent notice on the Platform for a period of at least 14 days.

Your continued use of the Platform after the effective date of any changes constitutes your acceptance of the revised Terms. If you do not agree with any changes, you should discontinue use of the Platform and close your account.

Contact Us

If you have any questions, concerns, or complaints regarding these Terms and Conditions, please contact us:

• Email: info@useresolvex.com
• Website: useresolvex.com
• Company: ResolveX Technologies
• Country: Federal Republic of Nigeria