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All policy drafts

Complaints and Support

Draft reporting and escalation process for payments, sellers, account security and privacy.

Draft for legal review • updated 2 November 2026 • not yet an effective agreement. Operator identity is verified against CAC records (BN 9776404). Fund custody (Flutterwave), provider permission and the data-retention schedule are now stated. Final sign-off by a Nigerian lawyer is pending before adoption. These drafts do not certify regulatory compliance or replace the currently accepted seller agreement.

1. Contact Dropp

Signed-in users can open Profile → Support. Include a reference, dates, amount and clear description, without passwords, PINs, BVN or full card data. The operator must confirm a monitored guest-support channel, service address and designated privacy contact before adoption. A configured email sender is not evidence of a monitored inbox.

2. Case handling

A complaint should receive a case reference, acknowledgement, responsible team, progress updates and a reasoned outcome. Published response and escalation targets must reflect verified staffing and applicable requirements; no unverified service deadline is promised in this draft. Ask for internal review if the result does not address your evidence.

3. External escalation

Consumer complaints may be escalated to FCCPC at https://complaints.fccpc.gov.ng/. Privacy complaints may be raised with NDPC through https://ndpc.gov.ng/. Payment-provider complaints should identify the actual provider and use its official complaint process, with CBN escalation where applicable. These routes do not imply Dropp is licensed or guaranteed by a regulator. Courts and other mandatory remedies remain available.

4. Security incidents

Report suspected fraud or account compromise promptly. Protect your device, stop sharing sensitive links and preserve transaction references. Dropp staff should never ask for your bank PIN or payment OTP. Immediate danger or suspected criminal activity may also require a report to the relevant authorities.

Official references

Current NDPC registration guidance and applicable gaming authorisations still require legal verification. A policy does not obtain a licence or cure an unauthorised service.