You are required to read and understand
these rules as they are a binding agreement between you and
Pagatech, the providers of Paga. Customers who are under 18
years of age should review these terms and conditions with a
parent or guardian.
By registering for a Paga account, you
agree to the rules stated in this document. You are also deemed
to accept these rules upon first use of a registered phone
number, or any information related to a Paga account, in
connection with the use of Paga.
The following definitions relate to
these Terms and Conditions:
"Account" is an electronic stored value
account on Paga created for use by the customer or Agent.
Credits, debits and charges are applied to this account. The
account is primarily accessed through your mobile phone and the
Paga online systems.
"Agent" refers to any party or device,
including authorized Paga Agents, Merchants, ATMs, connected
kiosks and bank tellers that facilitate Paga transactions on
behalf of customers.
"ATM" means automated teller machine.
"Content" means all information whether
textual, visual, audio or otherwise, appearing on or available
through the services.
"Credit" means the movement of funds into an account.
"Debit" means the movement of funds out of an account.
"IVR" stands for Interactive Voice
Response system, the automated phone line that allows a
computer to recognize voice and keypad inputs.
"Level 1 customer" refers to a new
customer who provides the minimum requirement listed in [4.9]
below, either in a self sign-up or to a Paga agent or
authorized administrative centre.
"Level 2 customer" refers to a Paga user
who has submitted his phone number, full name, full address and
a copy of a verifiable ID card to authorized Paga agent
nationwide authorized to perform the upgrade.
"Level 3 customer" refers to a Paga user
who has linked his Paga account to his bank account with one of
the banking institutions recognised by the Central Bank of
Nigeria or provided all required KYC details at a Paga
administrative centre authorized to perform the upgrade to
"Linked bank account" refers to the bank
account that you have linked to your Paga account. This allows
you to carry out transactions using funds from your bank
account instead of using your Paga account.
"Merchant" means a seller of goods and or
services who will accept Paga as payment for these goods and or
"Mobile Payments" describes the service or process that
allows customers to make and receive a variety of payments
using their mobile phone, among other channels. This service is
available as part of Paga.
"Mobile phone" means a GSM or CDMA
device which can make and receive telephone calls and send and
receive SMS, among other communication options.
"Paga" refers to the financial services
products offered by Pagatech Limited, with a central feature
being a transactional account(s) that may be used in relation
to a wide variety of services.
"Pagatech" refers to Pagatech Limited, a
mobile payments platform company registered under the laws of
the Federal Republic of Nigeria.
"PIN" means personal identification
number being the secret code you choose for secure use of (and
access to) your Paga account.
"Products" refer to Paga products,
including person-to-person money transfer, bill payments,
airtime top-up and Paga retail payments services.
"Registered phone number" refers to any
phone number that has been registered on Paga.
"Services" any products and services
provided to the customer as part of Paga.
"SMS" or "Short Message Service" is a
standard communication service on GSM phones which is used to
exchange short text messages between mobile devices.
"USSD" or "Unstructured Supplementary
Service Data" is a real time messaging channel accessed from a
mobile phone and allows user to interact with Paga.
2. The Paga Offering
Paga is a service offered by Pagatech
and designed to allow you to:
Sign up as a customer
Receiving access to our broad set of
products and features within Paga.
Credit a Paga account with cash by
Depositing at our agent locations;
Transferring funds into Paga from a
Linked bank account;
Receiving money into Paga from another
Depositing money at any of our
Pay or transfer money to another party
for personal reasons or as payment for physical or virtual
goods or services already received or to be received in the
Receive money from another party for
personal reasons or as payment for physical or virtual goods or
services already provided or to be provided in the future.
Perform a cash withdrawal at any of our
No interest will be paid on the balance
in your Paga account.
Amounts loaded into a Paga account will
be available for transactions immediately after it clears.
These terms and conditions apply to all
channels through which transactions may be carried out on Paga,
including SMS; IVR; Online/ Internet; Online/Mobile phone
application; USSD; and Paga Agent network.
3. Opening a Paga Account
We strongly recommend that minors obtain
consent from their parents or guardians before joining Paga or
providing information to any third party or before sending any
information about themselves to anyone over any channel.
In order to sign up to join Paga, an
active GSM or CDMA mobile phone subscription on any supported
mobile network is required.
Customers are limited to one (1) Paga
account per phone number. Multiple phone numbers can however be
linked to the same account.
To setup your account, Paga requires
your personal details including your name and phone number. You
must provide complete and accurate information. Unregistered
customers will be able to receive cash to their phone number.
They will also have limited use of Paga pending registration.
In the process of verifying your
identity, Paga has the sole discretion to refuse any account
opening application for any number of reasons.
You may access the available funds in
your account at any time using any of the channels you choose,
including your mobile phone and the Internet. While we make
every reasonable attempt to provide the services as described
in our marketing and educational materials, we offer the
services "as is" and without any warranties.
All payments will be processed in
Nigerian local currency i.e. Naira.
Each transaction will be identified by a
unique 5-character Transaction ID which is used to track and
identify all transactions carried out on the Paga network. This
number is important for a variety of uses, including dispute
Paga will send you a message to verify
and confirm all transactions effected from your Paga account or
performed at an agent; this message may be sent via SMS, email,
or another available channel.
You must authorise your transactions
with your secret PIN, which you create when you register, or by
such other method as we may prescribe from time to time.
To manage your money safely there are
daily limits on your account. You can increase or reduce these
limits by contacting Customer Services, subject to the
restrictions placed in terms of paragraphs 4.9.
Your account will be credited with any
deposits made into it, and the credit will be available for
transactions immediately after they are cleared. However,
should you want to make a cash withdrawal of funds you
deposited into your account at a Paga agent, you will only be
able to do so free of charge 14 days after the cash deposit was
made. Otherwise, a charge is incurred for withdrawal of
We will verify and confirm any record of
a deposit into your account. Our records will be taken as
correct unless the contrary is proved.
The table below outlines the customer
classification Paga adopts along KYC levels along with the
applicable transaction limits. You may not withdraw, transfer
or make any payments that together exceed any of the per
transaction or daily limits defined for your category. Should
you attempt to exceed any applicable limits, your transactions
will be declined. Pagatech may, acting reasonably and in
accordance with regulation set by the Central Bank of Nigeria,
vary the limits at any time and any variation will be notified
Number and Full Name
to ₦50k at Paga agents;N150k at bank branches
to ₦50k at Paga agents; ₦150k at bank branches
Number, Full Name, Full Address and Copy of Verifiable ID
Card to be provided to agent
to ₦100k at Paga agents; ₦250k at bank
to ₦100k at Paga agents; ₦250k at bank
as for Level II, plus additional KYC as would be required
when opening a bank account
to ₦100k at Paga agents; ₦1m at bank branches
to ₦100k at Paga agents; ₦1m at bank branches
5. Fees, Charges and Payment Terms
While many transactions on Paga are free
to the customer, some transactions do carry a fee. Our Paga fee
schedules are available at all our agent locations, field
offices, through communication with our Customer Services or by
accessing our website. The fee schedule provides details on the
fee amounts, and the method and source of payment for such
fees. We reserve the sole discretion to revise the fee schedule
from time to time.
When you initiate and confirm a
transaction on Paga, you agree to be bound by and pay for that
transaction. Do not commit to a transaction unless you are
ready to pay and have checked that all provided information is
accurate as all completed transactions are final.
Paga is designed to make payments
convenient, so we allow you to make payments using a number of
different funding sources e.g. your linked bank accounts and/or
bank cards. When you provide us with a funding source, you also
The collection and storing of
source information along with other related transaction
The crediting and debiting of your
chosen source when you perform transactions on Paga.
When you make a payment, you authorize
us (and our designated payment processor) to charge the full
amount and any charges related to that transaction to the
funding source you designate for the transaction. If your
payment results in an overdraft or other fee from a related
party, liability for such fees or penalties will rest solely
To prevent financial loss or possible
violations of the law, Paga reserves the right to use its
discretion in disclosing details of any payments associated
with you with funding source issuers, law enforcement agencies,
or impacted third parties (including other users). Such
disclosures will originate from an order of any trial court
with the jurisdiction to compel such a disclosure.
6. Merchant Transactions
When making a payment to a merchant on
Paga, you will be required to confirm the transaction. At this
time you may also be requested to enter your PIN via IVR to
accept the transaction. By entering your PIN to confirm the
transaction you agree and confirm that you authorised the
transaction. You cannot directly reverse or cancel any payment
once it has been approved by you.
As we are unable to reverse or
charge-back any payments made, should you have a dispute with
any merchant, you should resolve such disputes with the
Disputes between you and a merchant will
not affect our right to recover payments from you.
7. Paga Online Services
You are responsible for protecting your
computer against computer viruses when you use the Internet to
access our website and Internet banking facilities. We are not
liable for any computer program or code that may originate from
our systems and you indemnify us against any claims made in
8. Security and Unauthorized Use
When signing up for a Paga account, you
will be prompted to create a unique Personal Identity Number
(PIN), username, password and provide answers to one or more
security questions of your choosing. You are responsible for
the safekeeping and proper use of these security data.
You are responsible for all transactions
that take place on your account with your PIN and you indemnify
us against any claims made in respect of such transactions.
If at any time you believe or discover
that your PIN has been stolen or compromised, you should
contact our Customer Services immediately. We will place your
account on hold to prevent any transactions from being carried
out as soon as we reasonably can. You will remain responsible
for all transactions that occur until your account is put on
Should you dispute any purchase or
withdrawal debited to your account, you will be required to
prove that it lacked your authorization Such transactions will
be investigated once we receive an affidavit clearly stating
that you had not authorised the transaction, supported by proof
We use PIN and a selection of questions
to confirm your identity when you call Customer Services. This
method gives us your authorisation to service your account and
execute your instructions.
9. Statements and Transaction Records
You may request a record of transactions
on your account at any time either via your mobile phone,
online, or from a Paga field office. Unless otherwise noted at
time of request, all records of transactions will be provided
free of charge, subject to SMS or network charges.
You must inform us within 30 days of the
date of any transaction if you think such a record of
transactions is inaccurate. Should you fail to do this within
this timeframe, it will be interpreted as you waiving the right
to dispute any transactions reflected on the statement or to
recover any losses from unauthorised transactions reflected in
10. Suspension and Closure of Accounts
We may suspend, restrict, or terminate
the provision of our services (in whole or in part) and or
close your account without any liability whatsoever under the
upon receiving a request from you at any
time, we will close your account.
if you notify us that your phone has been
lost or stolen or your PIN has been compromised, we will
suspend or close your account.
if in any way we know or suspect your account
is being used fraudulently, negligently or for illegal
activities or if we must do so to comply with the law, we may
close your account, restrict activity on your account or
suspend access to your account.
if we believe that you are in breach of these
terms and conditions, are trying to compromise our systems, are
unreasonably interfering with any services provided by us, or
for any other purpose in protection of our interests, we may
close your account.
should you enter the incorrect PIN on three
(3) consecutive occasions, we will lock your access to Paga for
If your Paga account remains unused and has a
zero balance for a period of 6 months, Pagatech may close the
account after giving 30 days' notice via SMS or email.
If your Paga account has a balance of funds,
but is not loaded or used for a period of 12 months, Pagatech
may close the account after giving 30 days' notice via SMS or
If we close your account you must ensure
that all debit orders linked to this account are removed within
30 days as these debit orders will be declined after this
period and Paga will not accept any liability resulting from
these declined debit orders.
We will not be responsible to you for
any direct, indirect, consequential or special damages arising
from any act or omission by us or any third party for whom we
are responsible, whether arising in contract, delict or
statute, if we close or suspend your account in accordance with
this Clause 10.
In any case where your Paga account is
closed for any reason and has a balance of funds, upon your
request to Customer Services, the balance will be made
available to you for withdrawal at [a Paga field office of your
choosing], barring any legal or regulatory provisions against
The physical address, email address or
telephone number you supply during sign-up are regarded as the
preferred channels via which notices may be given and documents
in legal proceedings may be served. You must notify us
immediately should your physical, postal, email address or
mobile phone number change.
We are entitled to send information to
you via SMS to the registered phone number associated with your
account and as amended from time to time.
We are entitled to send any notice to an
email address specified on your account. This clause pertains
to customers who have accessed and used Paga services online or
via the Paga mobile application.
Any correspondence that we send to you
by courier or post will be considered to have arrived within
seven (7) days of sending and any correspondence that we send
to you by email or SMS will be considered to have arrived on
the day that it was sent to you, unless the contrary is proved.
You should send any legal notice to us
by post to our address below:
176 Herbert Macaulay Way, Yaba, Lagos,
When you sign up for Paga you will be
required to provide us with your name, email, gender, and birth
date, among other information. In some cases we may ask for
additional information for security reasons or to provide
specific services to you.
You may change your personal
identifiable information on Paga at any time by contacting
Customer Service or accessing your account profile online. Such
information will be updated immediately.
When you use Paga from a computer,
mobile phone, or other device, we may collect information from
that device regarding your browser type, location, and IP
address, as well as the pages you visit for security purposes.
We may retain the details of
transactions or payments you make via Paga after the
transaction is completed. This information will only be made
available to third parties if required by law. However, we
commit to keeping all your personal information, including your
funding source details safe.
You agree that your information,
including your personal information, your telephone
conversations with our Customer Services and your transactions
may be recorded and stored for record keeping purposes for up
to 5 years from date of closure of account.
We use server firewalls and encryption
to keep your account information safe during transmission and
in storage. We also use automated and social measures to
enhance security, such as analyzing account behaviour for
fraudulent or otherwise anomalous behaviour, may limit use of
Paga features in response to possible signs of abuse, and may
suspend or disable accounts for violations of our customer
terms and conditions.
Unless stated otherwise, our current
we will notify you.
13. Disputes and Reversals
If you believe that an unauthorized or
otherwise problematic transaction has taken place under your
account, you agree to notify us immediately, to enable us take
action to help prevent financial loss.
All claims against us related to
payments should be made within thirty (30) days after the date
of such payment. It will be taken that you waive all claims
against us, to the fullest extent of the law after the said
period of time.
You are responsible for and agree to
indemnify us for all reversals, charge-backs, claims, fees,
fines, penalties and other liability incurred by us (including
costs and related expenses) caused by or arising from payments
that you authorized or accepted.
If you enter into a transaction with a
third party and have a dispute over the goods or services you
purchased, we have no liability for such goods or services. Our
only involvement with regard to such transaction is as a
We may intervene in disputes between
users concerning payments but have no obligation to do so.
Your only remedy for a technical failure
or interruption of service is to request that your transaction
be completed at a later time.
It is your responsibility to remit any
taxes that apply to your transactions and not normally included
in the cost of the Paga transaction. You agree to indemnify and
hold us harmless from and against any claim arising out of your
failure to do so.
The transaction ID and transaction
details will be required to resolve all disputes
WE TRY TO KEEP PAGA AVAILABLE AT ALL
TIMES, BUG-FREE, AND SAFE, BUT YOU USE IT AT YOUR OWN RISK. WE
ARE PROVIDING PAGA "AS IS" WITHOUT ANY EXPRESS OR IMPLIED
WARRANTIES INCLUDING, BUT NOT LIMITED TO, IMPLIED WARRANTIES OF
MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND
NON-INFRINGEMENT. WE DO NOT GUARANTEE THAT PAGA WILL BE SAFE OR
SECURE. PAGA IS NOT RESPONSIBLE FOR THE ACTIONS, CONTENT,
INFORMATION, OR DATA OF THIRD PARTIES, AND YOU RELEASE US, OUR
DIRECTORS, OFFICERS, EMPLOYEES, AND AGENTS FROM ANY CLAIMS AND
DAMAGES, KNOWN AND UNKNOWN, ARISING OUT OF OR IN ANY WAY
CONNECTED WITH ANY CLAIM YOU HAVE AGAINST ANY SUCH THIRD
We may at any time amend these terms and
conditions by notice published on the Paga website, in at least
2 national newspapers and at Paga field offices. Any amendment
will not constitute a negation of these Terms and Conditions.
You are responsible for your connection
to the mobile phone networks, the Internet and all costs
associated with these same connections.
We are not responsible for any loss
arising from any failure, malfunction, or delay in any mobile
phone networks, mobile phones, ATMs, the Internet or terminals
or any of its supporting or shared networks, resulting from
circumstances beyond our reasonable control.
We may allocate any money received from
you or held on your behalf to settle any outstanding balance on
All copyright, trademarks and other
intellectual property rights used as part of our services or
contained on our websites, documents or other materials are
owned by Pagatech or its licensors. You agree that you acquire
no rights thereto.
You acknowledge and agree that these
Terms and Conditions are governed by Nigerian law and any
breach of these Terms and Conditions will be considered as
having taken place in Nigeria.
The Parties shall use their best efforts
to amicably settle all disputes arising out of or in connection
with the performance or interpretation of this Terms and
Conditions. Any dispute or differences arising out of the
construction, interpretation or performance of the obligations
created under this relationship which cannot be settled
amicably within one (1) month after receipt by a party of the
other party's request for such amicable settlement may be
referred to a single arbitrator to be appointed in accordance
with the Arbitration and Conciliation Act. Cap. A18, Laws of
Federation of Nigeria 2004. The place of arbitration shall be
in Lagos, Nigeria and the language of arbitration shall be