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Complaint Handling Policy

NovaPay is here to help

If you have an issue with a transaction or service provided by our partner Quicko, we’re ready to assist you. You can send your complaint to NovaPay, and we’ll make sure it reaches Quicko’s support team for proper review.


How to Submit a Complaint

You can contact us via:

  • Email: [email protected]
  • In-app chat: Initiate a new chat and explain the situation
  • Phone: Reach out to our customer support by phone  if you're unable to use email or chat


What to Include

To help us resolve your issue faster, please include:

  • Your full name
  • The number of the account or card related to the complaint
  • Your contact details (email or mailing address)
  • A clear description of the issue
  • What outcome or resolution you expect

Please also attach any relevant documents if they help explain the issue.


Response Time

Quicko reviews complaints and responds:

  • Usually within 15 business days
  • In complex cases, this can be extended up to 35 business days, and you’ll be informed of the reason for the delay


Important to Know

If your complaint involves unauthorized transactions (e.g., card theft, fraud, phishing), please report the case to local authorities and include proof of the police report with your complaint.

  • Complaints about unauthorized or failed payments must be submitted within 13 months of the transaction.
  • Filing a complaint does not pause or cancel any existing obligations you may have toward Quicko.
  • If Quicko temporarily refunds the transaction amount while reviewing your case and later finds the complaint unjustified, the funds may be withdrawn from your account again.


Further Help

If you’re not satisfied with the result, you can escalate the case: