Dispute Resolution

1. Objective

This document defines the process for raising and resolving disputes relating to disbursements made through CashFlow, and the target turnaround times (TATs) for each step.

2. Parties

A disbursement involves three parties: the Beneficiary (the recipient of funds), the Organization (the entity running the program), and CashFlow (the platform that executes and records the payout).

3. Dispute Resolution Process

A dispute may arise where a beneficiary reports a payout as not received, incorrect, or duplicated. Disputes are logged through the Organization or CashFlow support.

CashFlow reviews the transaction record, notifies the Organization, and requests any supporting evidence. The Organization may accept or reject the dispute; unresolved cases are escalated for further investigation.

4. Fraudulent Transactions

Where fraud is suspected, CashFlow may restrict the disputed funds pending investigation and request KYC and supporting details. Organizations agree to cooperate with any investigation.

5. Turnaround Time (TAT)

Organizations have 24 hours to respond to a logged dispute. Where a dispute involves a bank, Mobile Money operator, or wallet provider, resolution timelines follow the receiving channel's rules and regulatory requirements.

6. Organization Liability

Where an Organization fails to cooperate or a disbursement is found to be in breach of these terms, CashFlow may recover the disputed amount through settlement deductions or other lawful means.

7. Escalation & Governing Law

Disputes that cannot be resolved through this process may be escalated to mediation or the courts. This policy is governed by the laws currently in force in the Republic of Sierra Leone.

8. Contact

To raise a dispute or ask a question, contact the CashFlow disputes desk at disputes@cash-flow.space.