Terms of service

Last updated 25 August 2026

These are the terms on which [registered company name] (“Xetral”, “we”) holds and moves your money. Opening an account means accepting them.

Who can open an account

You must be 18 or over, resident in Nigeria, and able to complete identity verification. An account is personal to you. You may not let anybody else use it, and you may not open one on behalf of somebody else.

Your money

Money in your Xetral wallet is money we owe you. We hold it with our banking and payment partners; it is not a deposit with Xetral and it does not earn interest. Your balance is what our ledger says it is, and that ledger is append-only — a mistake is corrected by a new entry that reverses the old one, never by editing history.

Keeping your account safe

Your transaction PIN authorises money leaving your account. Keep it to yourself: unlocking it with your face or fingerprint is a convenience on your own device and does not replace it. Tell us immediately if you think somebody else has access — you can sign out every other device yourself, from Security in the app, without waiting for us.

Limits

There are limits on how much you can send in a day, how many transfers you can make in an hour, and how many people you can pay for the first time in a day. They exist to cap what somebody else could take if they got into your account. If a transfer is refused for one of these reasons we will email you, because a refusal you did not cause is the first sign that something is wrong.

Fees and rates

Fees are shown before you confirm anything and are charged at that moment. Currency conversion is quoted before you accept it and includes our margin; if the rate moves before you confirm, the transaction is refused rather than completed at a different rate.

When something goes wrong

If a transaction on your account is wrong — you did not make it, you did not receive what you paid for, the amount is wrong, or you were charged twice — raise a dispute in the app. You do not need your PIN to do it.

We acknowledge it immediately and answer within 72 hours. If we uphold your dispute we refund you; if we do not, we tell you why. Raising a dispute does not itself move money, and it does not stop you using your account.

If you are not satisfied with our answer you may escalate to the Central Bank of Nigeria's Consumer Protection Department.

Things we cannot undo

Some things are final once they happen, and it is worth knowing which:

• A crypto withdrawal. Once it is on the chain it cannot be recalled, by us or by anybody. Check the address.
• A transfer to the wrong Xetral account. We cannot take money back out of somebody else's wallet on our own authority. We will help you contact them.
• A terminated card. Its number stops working at the issuer and cannot be restored.

When we may suspend an account

We may freeze an account where we are required to, or where we have reasonable grounds to suspect fraud or money laundering. Freezing stops money moving; it does not take your money, and your balance remains owed to you. We tell you when we do it unless the law prevents us.

Closing your account

You may close your account at any time once your balance is zero. We keep the records the law requires us to keep — see the privacy notice for how long and why.

Availability

We do not promise the service will always be available. Providers have outages and so do we. Where a transaction is interrupted, our practice is to hold the money rather than guess: we would rather leave a payment pending and reconcile it than refund something that was delivered or deliver something twice.

Changing these terms

We will tell you in the app before a change takes effect. If you do not accept a change you may close your account.

Governing law

These terms are governed by the laws of the Federal Republic of Nigeria.