Wapa

Overview

1. Who are we?
Wapa Money facilitates cross border money transfer between African countries and the rest of the world.

2. What do we do?
We are revolutionising the way people send money across borders by putting social ethos at the core of our platform. We enable our customers to negotiate their own exchange rates which are used for the money transfer.
Our customer is always in control during the lifecycle of the transaction. Our client’s funds are always safeguarded by regulation which separates client funds from company funds.

3. How can you reach us?
You can reach us via the following channels:
a. Email: support@wapa.money
b. Via our App: You can reach us by going to “Profile” –> “Contact support” -> “Open a new case”

4. How can I download the Wapa Money app?
You can securely download our original app from the sources below:
a. Apple App store - App Store - Apple (UK)
b. Android Play store - https://play.google.com/

5. How to get updates to our app?
Updates to our app will be pushed directly to the app. Customers will be notified of updates and will have to approve the update before it is pushed and installed.

Support

6. How to make a complaint?
We value your feedback and always strive to ensure our customers have the best experience possible whilst using our service. We encourage you to contact us whenever you are not satisfied with our service. We will do our utmost to ensure we resolve all customer complaints.

If you are not completely satisfied with your Wapa Money experience and wish to raise a complaint, you can contact our Customer Support team through the following methods:
a. In the App: From your profile, select contact support and open a new case and select complaints.
b. By Email: support@wapa.money

To help us resolve your complaint efficiently, please provide the following information:
a. Your name, address, email and phone number
b. Details regarding your concern or complaint
c. What you would like us to do to put it right
d. Any relevant documents or evidence to support your complaint

7. How can I escalate a complaint?
If you have made a complaint to Wapa Money related to Funding your wallet or Withdrawing funds from your wallet and are not satisfied with the outcome of the complaint, the customer may escalate the complaint via one of the following ways:

a. Escalate to Transact Payment Ltd
If we can’t resolve your complaint within 35 business days, or if you’re unhappy with our final response, you can refer your complaint to Transact Payments Limited at complaints@transactpay.com

b. Escalate to Gibraltar Financial Services Commission (GFSC)
As a further escalation point for payments and card related complaints the Gibraltar Financial Services Commission (“GFSC”) should be contacted and a complaint must be submitted within 12 months of the date the complaint was first raised. The complaint must be submitted via one of the following channels:

i. Phone: +350 200 40283
ii. Email: complaints@gfsc.gi
iii. Post: Payment Service Team
Gibraltar Financial Services Commission
PO Box 940 Suite 3,
Ground Floor Atlantic Suites
Europort Avenue

c. When submitting a complaint, the complainant should provide GFSC with the following information:
• Customer name and contact details
• Whether the customer is complaining on their behalf or on behalf of a company
• Whether or not the cardholder is a payment service user
• The identity of the payment service provider(s) that has/have given rise to the complaint of an alleged infringement of requirement; and
• A description of the situation that gave rise to the complaint of an alleged infringement of requirement.

d. Before escalating a complaint to the GFSC, you, the customer, must exhaust the complaints procedure with Wapa Money and TPL in the first instance. All complaints to the GSFC must be submitted within 12 months of the date on which the customer first became aware of the circumstances of the complaint. There is no charge for submitting a complaint to the GFSC.

Security

8. How we keep your account secure
Wapa Money recommends the following to keep your account secure:
a. Use a strong secure PIN number. We advise against using PIN numbers linked to your date of birth, date or birth of your loved ones
b. Avoid using sequential numbers as your PIN number
c. Avoid using PIN numbers linked to your address or post code
d. We advise our customers to keep their login credentials secure and separate from your phone
e. We advise our customers to keep their login credentials secure and separate from their phone
f. We advise our customers not to share their PIN numbers with anybody else

Onboarding

9. How do I register?
You register by securely download our original app from the sources below:
a. Apple App store - App Store - Apple (UK)
b. Android Play store - https://play.google.com/

How do I activate my wallet?
You must click the “Activate wallet” button on the home page after logging into the app. You will select the currency of the wallet you want to create. You are required to provide additional information. You are required to provide a copy of their identity document and provide a selfie which is used to validate their identity against the identity document provided. Once your identity is verified, the wallet is created.

How do I close my account?
You will need to click on the profile icon in the top left corner of the screen and select the option to “Delete account” which is highlighted in red, then select “Yes” in the popup screen to delete their account.
You must ensure the balance of your wallet is £0.

Funding a wallet

How do I fund my wallet?
You will be able to fund your wallet via Open Banking. You will need to set up an open banking connection to their account which is a one-off task. Each time you want to fund your wallet, funds will be transferred into their Wapa Money wallet via open banking. When you fund your Wapa Money wallet via open banking, the funds are immediately available to the use.

How do I set up a recipient?
You will need to provide the account number and name of the recipient’s bank. This information triggers a call to verify the bank details provided. The recipient is screened for PEP, sanctions, terrorist and adverse media. If the recipient passes the screening checks, then the recipient is created and is added to your account to enable you to send funds to the recipient.

How do I withdraw from my wallet?
You can only withdraw funds from their Wapa Money wallet to the account from which the wallet was funded. This is a security measure which secures funds in your wallet from being looted.

Can third parties fund my wallet?
Your wallet can only be funded from an account with the same name as the Wapa Money’s customer. This will ensure Wapa Money wallets are funded from an account that is owned by the customer of Wapa Money.

Transfer of funds

How long will it take a recipient to receive funds?
The recipient typically receives funds within a few minutes of the customer completing the transfer of funds.

How do I determine the current Wapa Money exchange rate?
When you are sending funds to a recipient, you are required to specify the currency the customer is sending and the receiving currency. Once those two currencies have been selected, the exchange rate is displayed.

What do I do if my recipient does not receive transferred funds?
If the recipient does not receive funds immediately after you have sent the funds, please contact Wapa Money support who will investigate the incident and work to resolve the incident in the shortest possible time frame.

Can I request a refund?
Wapa Money is only able to issue refunds of failed transfers strictly based on our Refund Policy (as contained in our Terms and Conditions).

Can I reverse a transfer?
Once funds have been disbursed to the recipient, and the disbursement is successful, then it is not possible to reverse a transaction. Should a transfer to a recipient fail along the way, then Wapa Money will reverse the transaction and pay the funds into the originating customer’s Wapa Money wallet.

Privacy

How secure is my data?
Your privacy is important to us. Wapa Money App and website collect your personal and technical information, and cookies to enable us to operate. Please refer to our Privacy Policy to see what we collect, how we use it, store it, and your rights to the information we collect and hold about you.

How does Wapa Money use my information?

Service delivery:
● To process and complete your transactions
● To verify your identity
● To provide customer support

Improvement and development:
● To enhance our app and website functionality
● To conduct research and analysis

Communication:
● To send you updates, newsletters, and promotional offers (with your consent)
● To notify you about changes to our services

Compliance:
● To comply with legal and regulatory requirements

How does Wapa Money protect my information?
● Encryption: All sensitive information is encrypted during transmission and storage.
● Access Controls: We limit access to your information to authorised personnel only.
● Security Measures: We implement various security measures to protect your data from unauthorised access, alteration, or destruction.

How can I access or update my personal information?
Accessing your information: you can request a copy of the personal information we hold about you by contacting our customer support via email on support@wapa.money .

Updating your information: you can update your personal details through your account settings on our app or website. For other updates, please contact our customer support.

25.What are my privacy rights?
● Right to access: you have the right to access the personal information we hold about you.
● Right to rectification: you can request corrections to any inaccurate or incomplete information.
● Right to erasure: you can request the deletion of your personal information, subject to legal and contractual obligations.
● Right to restrict processing: you can request that we limit the processing of your personal information under certain circumstances.
● Right to data portability: you have the right to receive your personal information in a structured, commonly used, and machine-readable format.

How long does Wapa Money retain my personal information?
We retain your personal information for as long as necessary to fulfil the purposes for which it was collected and to comply with legal and regulatory requirements.

Where can I find more information?
For more detailed information, please refer to our Privacy Policy.