FLUXIOPAY CUSTOMER SUPPORT & COMPLAINTS PROCEDURE

Last Updated: 27 January 2026

This Customer Support & Complaints Procedure explains how FluxioPay handles customer enquiries, support requests, and complaints. This document must be read together with the FluxioPay Terms and Conditions and related policies.

1. CUSTOMER SUPPORT OVERVIEW

FluxioPay is committed to providing responsive, fair, and transparent customer support.

Customers may contact FluxioPay regarding:

Account registration and access
Voucher purchases and top-ups
Voucher conversions to Store Gift Cards
Store Gift Card fulfilment
Technical issues
Policy-related enquiries

2. SUPPORT CHANNELS

FluxioPay provides customer support via the following official channel:

Email: queries@fluxiopay.com

This is the primary and official support channel for all enquiries.

3. SUPPORT HOURS

FluxioPay customer support hours are as follows:

Monday to Friday: 08:00 – 18:00
Saturday: 09:00 – 13:00
Sundays & Public Holidays: Email support only

Response times may vary depending on enquiry volume and complexity.

4. COMPLAINTS SUBMISSION

4.1 If a customer is dissatisfied with any aspect of FluxioPay’s service, a formal complaint may be submitted via email.

4.2 Complaints should include:

Full name and surname
Registered email address
Description of the complaint
Relevant voucher reference, transaction reference, or order number (where applicable)

5. COMPLAINT HANDLING PROCESS

5.1 FluxioPay will acknowledge receipt of a complaint within a reasonable time.

5.2 Complaints will be investigated fairly and objectively.

5.3 Depending on the nature of the complaint, FluxioPay may:

Provide clarification or explanation
Correct an error
Take remedial action consistent with platform policies

6. ESCALATION

6.1 If a customer is not satisfied with the initial response, the complaint may be escalated by replying to the original communication.

6.2 Escalated complaints will be reviewed by senior management.

7. LIMITATIONS OF SUPPORT

7.1 FluxioPay does not provide:

Legal advice
Financial advice
Mediation between Group Members

7.2 Internal disputes within Group Accounts remain the responsibility of the group and the Account Owner.

8. RECORD KEEPING

FluxioPay may retain records of customer enquiries and complaints for compliance, audit, training, and service improvement purposes, in accordance with applicable law.

9. CHANGES TO THIS PROCEDURE

FluxioPay may update this procedure from time to time. Updated versions will be published on the platform with a revised “Last Updated” date.

10. GOVERNING LAW

This procedure is governed by the laws of the Republic of South Africa.