PPayKato

Legal

Complaint Handling Policy

Last updated: June 28, 2026

We take complaints seriously. This policy explains how to raise a concern with PayKato, what to expect from us, and what to do if you are still unhappy with our response.

Who can complain

This policy applies to merchants using PayKato, buyers paying through a PayKato-hosted link or invoice, partners, and any other person affected by our service.

What you can complain about

  • Account decisions — onboarding rejection, hold, restriction, or closure.
  • Payments — failed, delayed, or incorrectly routed transactions.
  • Settlement and payouts — amount, timing, fees, or reconciliation issues.
  • Refunds and chargebacks — handling, evidence, or outcome.
  • Privacy or data protection — how your personal data has been used.
  • Service quality — bugs, downtime, support response.
  • Staff conduct.

How to raise a complaint

Send an email with the subject line "Complaint" to the most relevant address below. Where possible, include your merchant ID or transaction reference, a description of what happened, what outcome you are seeking, and any supporting documents.

What we will do

  • Acknowledge your complaint within 2 business days of receipt.
  • Investigate the issue, which may involve our compliance team, engineering team, or a relevant payment partner.
  • Resolve and respond in writing, with our findings and the action taken, within 15 business days for standard complaints.
  • If a complaint is unusually complex, we will tell you why we need more time and aim to provide a final response within 35 business days.

Confidentiality

Complaints are treated confidentially. They are shared only with the people inside PayKato (and, where relevant, with the licensed partner whose service is involved) who need them to investigate and respond.

Internal escalation

If you are not satisfied with the first response, you can request escalation by replying to the response email with the word "Escalate" in the subject line, or by writing directly to compliance@paykato.com. Escalated complaints are reviewed by the operator of Omega Allied Services LTD.

External escalation

If you remain unsatisfied after the internal escalation, you may be able to refer the complaint to an external body, depending on the subject matter and your location:

  • Payments processed through a licensed partner — the partner has its own complaints process and applicable regulator (for example, the Central Bank of Nigeria for Nigerian-licensed processors). We will tell you which partner handled the transaction so that you can contact them.
  • Data-protection complaints (Nigeria) — the Nigeria Data Protection Commission (NDPC).
  • Data-protection complaints (EU/UK) — your local data-protection supervisory authority.
  • Other jurisdictions — the relevant financial-services or data-protection regulator in your country.

Record keeping

Complaints and our responses are retained for at least 5 years for quality, audit, and regulatory purposes. See the Privacy policy for how this data is handled.

Contact

Operator: Omega Allied Services LTD, Abuja, Nigeria. Email support@paykato.com or use the contact form.

This document is provided for transparency and is maintained by Omega Allied Services LTD, the operator of PayKato. It is informational, not legal advice, and does not replace contracts you sign with us or our partners. Terms may change as the product, partners, regulations, or supported countries evolve.

Questions? Contact us.