KoinKoin Global Network Ltd · KoinKoin Ghana Ltd · Reference KKG-OPS-SLA-001 · Version 1.0 · Effective 21 October 2026
This Support Framework and Service Level Agreement sets out how KoinKoin supports its customers: how to reach us, how quickly we respond, how we resolve problems, how we keep you informed when something goes wrong, and how you can escalate if we fall short. It applies to every individual and business customer of KoinKoin Global Network Ltd (Nigeria) and KoinKoin Ghana Ltd (Ghana), on the website and the KoinKoin app. It is read together with our Terms and Conditions (KKG-LGL-TNC-001) and our Complaints and Dispute Resolution procedure; if anything here conflicts with the Terms, the Terms apply.
We aim for every customer to be treated the same way, whatever the size of their account:
• Safety first. Anything that could put your money or account at risk is handled before anything else.
• A real answer, not a holding reply. Our first response tells you what we know, what we are doing and when you will next hear from us.
• One owner. Every case has a named person responsible for it until it is closed.
• Plain language. We explain what happened and what it means for you, without jargon.
• Fairness and confidentiality. We treat you fairly, protect your information and never ask for your password, one-time codes, PIN or recovery phrase.
• In the app and on the website: Help and support, available when you are signed in. Your case is linked to your account automatically, which is the quickest route.
• Email: support@koinkoin.com, from the email address registered on your account.
• Urgent security issues: email support@koinkoin.com with a subject line starting [URGENT]. These are monitored 24 hours a day, 7 days a week.
• Formal complaints: compliance@koinkoin.com, subject line starting [COMPLAINT] (see section 8).
• Personal data requests: privacy@koinkoin.com.
KoinKoin staff will only contact you from an @koinkoin.com or @koinkoin.io address or through the app. If someone claiming to be KoinKoin contacts you any other way, do not respond and tell us.
Our support team works Monday to Friday, 8:00 to 20:00, and Saturday, 9:00 to 17:00 (West Africa Time, Lagos; 7:00 to 19:00 and 8:00 to 16:00 GMT, Accra), excluding public holidays in Nigeria and Ghana. A "business day" means Monday to Friday excluding those holidays; "business hours" means the support hours above. Critical (P1) issues are covered 24 hours a day, every day of the year, and High (P2) issues are also worked on at weekends. Messages received outside support hours are acknowledged automatically and picked up in priority order when the team is next available.
Every request is given a priority based on its impact on you. Times run from when we receive your request; business hours and business days are defined in section 4.
| Priority | Examples | First response | Updates | Resolution target |
|---|---|---|---|---|
| P1 · Critical | Suspected unauthorised access to your account, funds missing, a transaction you did not make, or the platform unavailable for everyone | Within 1 hour, 24 hours a day, 7 days a week | Every 4 hours until contained | Protective action (for example blocking sign-in and withdrawals) straight away on your request; containment within 24 hours |
| P2 · High | A deposit not credited, a withdrawal or payout delayed beyond its stated time, a payment taken but the order not completed | Within 4 business hours (weekends included) | Every business day | Within 2 business days |
| P3 · Standard | Identity verification, account access and settings, limits, fees, statements, a feature not working for you | Within 1 business day | When there is news | Within 3 business days |
| P4 · General | Questions about how something works, product feedback, suggestions | Within 2 business days | — | Answered within 2 business days |
Resolution targets are the times within which we aim to resolve, or give you a clear plan and date for, your issue. Where resolution depends on a bank, payment partner, liquidity provider or blockchain network, we tell you, keep chasing on your behalf and keep you updated. We meet these targets for at least 95% of cases each month.
1. Logged. Every request receives a case reference, recorded against your account with the date and time it was received.
2. Prioritised. We assign a priority from the table above. If we have the priority wrong, tell us and we will review it.
3. Investigated. We check our records, our payment and liquidity partners and, where relevant, the blockchain network. We may ask you to confirm details to protect your account.
4. Resolved. We explain the outcome in writing, including any correction made to your balance.
5. Closed. We close the case only once it is resolved or you confirm you are satisfied. If you reply within 14 days, it is reopened under the same reference.
If your case is not resolved within its target time, or you are unhappy with how it is being handled, ask for it to be escalated. Escalation follows three levels:
• Level 1: Support Team Lead, who reviews the case within 1 business day.
• Level 2: Head of Compliance (and the security team for anything involving unauthorised access or missing funds).
• Level 3: Executive management, for matters with significant customer impact.
Cases are escalated automatically, without you having to ask, when a P1 or P2 target is missed.
If you are dissatisfied with our service, you can make a formal complaint at any time; you do not need to go through support first. Email compliance@koinkoin.com with a subject line starting [COMPLAINT]. We acknowledge every complaint within 2 business days and give you a written response within 15 business days. If more time is needed, for example because a bank, payment partner or blockchain network is involved, we tell you why before the 15 days end and give you a date for our final response. The full procedure is published on our Complaints and Dispute Resolution page.
If your complaint has not been resolved to your satisfaction within 30 days, you may refer it to the relevant authority:
• Nigeria: the Federal Competition and Consumer Protection Commission (www.fccpc.gov.ng), the Securities and Exchange Commission Nigeria (www.sec.gov.ng) or the Central Bank of Nigeria Consumer Protection Department (www.cbn.gov.ng).
• Ghana: the Securities and Exchange Commission Ghana (www.sec.gov.gh).
Doing so does not affect your other legal rights, including your right to redress under Section 167 of the Federal Competition and Consumer Protection Act 2019.
We aim to keep the KoinKoin website and app available at least 99.5% of the time each calendar month, excluding scheduled maintenance. Scheduled maintenance is announced at least 48 hours in advance in the app and by email, and is planned for low-traffic hours wherever possible. Urgent maintenance needed to protect customers or their funds may take place without notice; we explain it afterwards. Some services depend on third parties outside our control, including banks, mobile money operators, payment partners, liquidity providers and blockchain networks. Their delays or outages can affect deposits, withdrawals and trading, and we will tell you when they do.
When something affects many customers, we:
• post a notice in the app as soon as we confirm the issue, normally within 30 minutes;
• update it at least every 2 hours until the service is restored;
• contact affected customers directly by email or in-app notification;
• publish a summary of what happened and what we have changed within 5 business days of a major incident.
If a security incident affects your personal data, we will tell you without undue delay and notify the regulators as the law requires.
• Deposits and withdrawals: typical processing times and minimum amounts for each asset and network are shown in the app before you confirm, and on our Fees page. If a transaction takes longer than the time shown, it becomes a P2 case automatically when you contact us.
• Errors: if a transaction is reversed or fails after your balance has been debited, we return the funds to your KoinKoin balance and tell you why.
• Blockchain transactions: transfers confirmed on a blockchain cannot be reversed by KoinKoin. We will always help you investigate, but we cannot guarantee the recovery of assets sent to a wrong address or network.
• Legal holds: where the law requires us to review, hold or report a transaction, our response times may be affected and we may be prohibited from telling you why.
We aim to complete identity verification within 1 business day of a complete submission, with most completed within minutes. If we need more information, we tell you exactly what is missing. Enhanced reviews required by anti-money-laundering rules can take longer; we will tell you the expected timeframe. Where a review is required by law, we may not be able to explain every reason for a decision.
Requests to access, correct, delete or move your personal data, or to object to how we use it, are answered within 30 days, as required by the Nigeria Data Protection Act 2023 and the Ghana Data Protection Act 2012 (Act 843). Some information must be kept for a minimum period by law, and we will tell you if that applies.
Our support team works in English. The KoinKoin app is available in several languages; where a translation and the English text differ, the English text applies. If you have a disability or other need that makes it harder to use our services or to contact us, tell us and we will make reasonable adjustments, such as more time to respond or an alternative way to communicate.
To help us resolve your case quickly, please:
• contact us from the email address registered on your account, or through the app;
• include the transaction ID or reference, date, amount, asset and network;
• raise one issue per case and reply in the same thread;
• tell us immediately if you suspect someone else has access to your account;
• treat our staff with courtesy. We may restrict contact with anyone who is abusive or threatening.
We record every case and measure ourselves against these targets each month: first response times, resolution times, reopened cases and customer satisfaction. Complaint records are kept for at least 5 years. Results are reviewed monthly by management, and recurring issues are passed to the product and engineering teams to fix at source. This framework is reviewed at least once a year and whenever our services or regulatory obligations change. We will tell you of material changes before they take effect.
KoinKoin Global Network Ltd · RC 1523634 · 32C Cameron Road, Ikoyi, Lagos, Nigeria · KoinKoin Ghana Ltd, licensed in the Securities and Exchange Commission Ghana Regulatory Sandbox · Support: support@koinkoin.com · Complaints: compliance@koinkoin.com · Privacy: privacy@koinkoin.com