Help, Complaints & Support

Operated by Zexus Services Limited Websites: zexusservices.com, zexuspro.com, zexusauto.com Last updated: September 16, 2026

Table of Contents

  • Overview
  • How to Get Help
  • How to Make a Complaint
  • Our Complaints Handling Process
  • Escalation & External Redress
  • Response Times
  • Fair Treatment & Accessibility
  • Contact Details
  • Updates to This Policy

1. Overview

This Help, Complaints & Support policy explains how to get help, raise issues, and make formal complaints about Zexus services, transactions, or user conduct.

We are committed to resolving issues fairly, transparently, and efficiently, in line with consumerprotection principles under Nigerian law and guidelines from regulators such as the Federal Competition and Consumer Protection Commission (FCCPC) and the Nigeria Data Protection Commission (NDPC).

This policy forms part of the Terms of Use & Marketplace Rules and should be read together with the Payments, Refunds & Disputes policy and Privacy Policy.

2. How to Get Help

If you have a question or need assistance, you can contact us through the following channels:

  • Help Centre / FAQ: Browse common questions and guides on the Platform.
  • InApp Support: Use the support or help section within your account or transaction page.
  • Email:
  • General support: [email protected]
  • Disputes: [email protected]
  • Privacy: [email protected]
  • Contact Form: Submit a query via the “Contact Us” or “Help” page on the website.
  • Phone / WhatsApp (where available): +2348166609528.

We recommend starting with the Help Centre or inapp support for faster resolution of common issues.

3. How to Make a Complaint

A complaint is any expression of dissatisfaction about our services, a transaction, a user’s conduct, or our compliance with policies or laws.

You can make a complaint by:

  • Using the “Report a Problem” or “Raise a Dispute” feature on the relevant transaction page.
  • Sending an email to [email protected] or [email protected] with:
  • Your name and account details.
  • A clear description of the issue.
  • Relevant transaction IDs, dates, and amounts.
  • Any supporting evidence (messages, screenshots, photos, invoices, etc.).
  • The outcome you are seeking.
  • Calling or messaging us (where phone/WhatsApp support is available).

We treat all complaints seriously and will acknowledge and investigate them fairly.

4. Our Complaints Handling Process

Our complaints process follows these steps:

4.1 Acknowledgement

  • We will acknowledge your complaint within 2 business days of receipt.
  • The acknowledgement will include:
  • A complaint reference number.
  • The name or team handling your complaint.
  • An expected timeline for resolution or next update.

4.2 Investigation

  • We will review your complaint, relevant transaction records, messages, evidence, and any applicable policies.
  • We may contact you or other parties for additional information.
  • We will keep you informed of progress, especially if the investigation takes longer than expected.

4.3 Decision & Resolution

  • We will communicate our decision and any proposed resolution within a reasonable timeframe (see Section 6).
  • Possible outcomes include:
  • Explanation or clarification.
  • Correction of an error.
  • Refund, partial refund, or credit.
  • Reperformance or replacement service.
  • Account restriction, suspension, or termination (for userconduct issues).
  • Referral to arbitration or legal process where appropriate.

If you are not satisfied with the outcome, you may request escalation (see Section 5).

5. Escalation & External Redress

5.1 Internal Escalation

If you are not satisfied with the initial response:

  • Reply to the complaint email or message and clearly state that you wish to escalate the complaint.
  • Your complaint will be reviewed by a senior member of the support or operations team.
  • We will provide a final internal decision within a reasonable timeframe.

5.2 External Redress

If you remain dissatisfied after our internal process, you may have the right to:

  • Refer the matter to the Federal Competition and Consumer Protection Commission (FCCPC) if it relates to consumer rights, unfair practices, or marketplace conduct.
  • Refer dataprotection issues to the Nigeria Data Protection Commission (NDPC).
  • Pursue arbitration or court proceedings as set out in the Terms of Use & Marketplace Rules.
  • Use any other lawful disputeresolution mechanism available to you.

Contact details for regulators:

6. Response Times

We aim to respond to complaints as follows:

  • Acknowledgement: within 2 business days.
  • Initial resolution or update: within 5 – 10 business days for standard complaints.
  • Complex complaints: may take longer; we will keep you informed of progress.
  • Disputes related to transactions: handled under the timelines in the Payments, Refunds & Disputes policy (for example, 48hour response windows for dispute parties).

Response times may vary depending on the complexity of the issue, availability of information, and cooperation of all parties.

7. Fair Treatment & Accessibility

We are committed to:

  • Treating all users fairly, respectfully, and without discrimination.
  • Providing clear, plainlanguage communication.
  • Making reasonable accommodations for users with disabilities or special needs (for example, alternative formats or communication channels where feasible).
  • Protecting your personal information in line with the Privacy Policy and applicable dataprotection laws.

If you have specific accessibility needs, please let us know when you contact us.

8. Contact Details

Zexus Services Limited Port Harcourt, Rivers State, Nigeria.

Support channels:

Business hours: Monday to Friday, 9:00 AM – 5:00 PM WAT (excluding public holidays).

9. Updates to This Policy

We may update this Help, Complaints & Support policy from time to time.

Material changes will be communicated through the Platform, by email, or via a notice on the website before the changes take effect.

Continued use of the Platform after changes are posted constitutes acceptance of the updated policy.