terms of use
Version 2026-10 · Effective [CONFIRM: date]
These Terms are the agreement between you and Platnova Technologies Limited (RC 6934651), Milagro Mall, Orchid Road, Eleganza Bus Stop, Lekki, Lagos, Nigeria ("Platnova", "we", "us"). They apply when you open or use a Platnova personal account through our mobile app or at app.platnova.com (the "Services").
Please read them. When you create an account you confirm that you have read and accept these Terms and ourPrivacy Policy. Some products have their own extra terms, which you accept when you start using that product: theVirtual Card Terms and the Vault Terms. If product terms and these Terms conflict, the product terms apply to that product.
- 1. Who we are and what we are not
- 2. Who can use Platnova
be at least 18 years old;
be an individual acting for yourself, not on behalf of someone else;
give us true, complete and current information, and keep it up to date; and
not live in, or act for anyone in, a country or territory we cannot serve, including countries subject to sanctions.
- 3. Verifying your identity
- 4. The Services
multi-currency wallets and currency conversion;
local account numbers and foreign-currency accounts provided by our Partners;
sending money locally and internationally, and receiving money;
funding your wallet by bank transfer, card and other methods shown in the app;
virtual and physical cards (Virtual Card Terms apply);
Vault savings plans (Vault Terms apply);
airtime, data, bill payments, gift cards and eSIMs;
flights and stays booked with travel partners;
Nova Tag transfers between Platnova users, and payment requests;
referral rewards;
collecting payments for share offers. In share offers Platnova acts only as a collection point, never as a broker or issuer, and the offer's own documents govern the investment; and
in-app support, including our AI assistant, Nova.
- 5. Fees, exchange rates and taxes
- 6. Sending and receiving money
the law requires it;
we reasonably suspect fraud, financial crime or a breach of these Terms; or
a Partner or payment network refuses it.
- 7. Keeping your account secure
- 8. Using the Services properly
break any law or regulation, including laws on money laundering, terrorist financing, sanctions, fraud and tax evasion;
pay for illegal goods or services;
receive or send money on behalf of other people, or let anyone else use your account;
give false or misleading information, or use another person's identity or documents;
harass, threaten or defraud others, including through chat, calls or payment requests;
interfere with, reverse-engineer or test the security of our systems without our written permission; or
exploit an error in the Services. If money reaches your account by mistake, you must not spend it, and we may reverse it after telling you.
- 9. Monitoring and compliance
- 10. Nova AI support and content you share
- 11. Limiting, suspending and closing accounts
the law, a regulator, a court or a Partner requires it;
we suspect fraud, financial crime, sanctions exposure or unauthorised use;
you have not completed verification or provided information we asked for; or
you have seriously or repeatedly broken these Terms.
for the reasons in 11.2; or
with at least 30 days' notice for any other reason, such as withdrawing the Services from your country.
- 12. Our responsibility to you
events beyond our reasonable control, such as a network, banking-system or power failure, a cyberattack on a third party, or government action, provided we take reasonable steps to limit the impact;
a Partner's or payment network's acts, except where we are legally responsible for them;
your breach of these Terms, or instructions you gave us that were wrong; or
indirect losses that were not reasonably foreseeable, such as loss of profit or opportunity.
returning money that belongs to you;
refunds owed to you under section 6.3 or 7.3;
our fraud, gross negligence or wilful misconduct;
death or personal injury caused by our negligence; or
anything else that cannot be limited under Nigerian law, including the Federal Competition and Consumer Protection Act 2018.
- 13. Complaints
to [email protected]; and
to the Federal Competition and Consumer Protection Commission (FCCPC); or
to any other regulator with authority over the service concerned. [CONFIRM: legal to list the applicable regulator(s) for each regulated service.]
- 14. Disputes and governing law
- 15. Changes to these Terms
- 16. General
- 17. Contact us
Help with your account: Help & Support in the app, or [email protected]
Legal notices and data protection: [email protected]
Post: Platnova Technologies Limited, Milagro Mall, Orchid Road, Eleganza Bus Stop, Lekki, Lagos, Nigeria
1.1 Platnova is a technology company. Platnova is not a bank. We do not take deposits on our own account. Regulated services, such as holding funds, issuing account numbers and cards, and moving money across borders, are provided by licensed banks, payment institutions and card issuers we partner with ("Partners"). Where a Partner provides part of a service, that Partner's own terms may also apply, and we will show them to you where you are required to accept them.
1.2 Your balances are held with our Partners for your benefit. We will never use them for our own purposes.
2.1 To open an account you must:
2.2 You may hold one personal account. We may refuse an application, or close an account opened in breach of this section.
3.1 The law requires us to know who our customers are. Before you can use some or all of the Services we will ask you to verify your identity. That can include your BVN or NIN, a government ID, a selfie and liveness check, and proof of address. Where needed, we may also ask about the source of your funds.
3.2 We may ask for more information at any time, for example when your activity changes or the law requires it. If you do not provide it, we may limit your account until you do (section 11).
3.3 How we handle the information you give us is explained in ourPrivacy Policy.
4.1 Depending on where you live and what you have verified, the Services may include:
4.2 What is available to you is shown in the app. We may add, change or withdraw features. If we withdraw a feature you are using, we will give you reasonable notice where we can and tell you how to access any funds involved.
4.3 Crypto. You may be able to fund your wallet using cryptocurrency through a Partner. Platnova does not offer crypto trading or custody unless and until we tell you otherwise in the app.
5.1 Our fees are shown in the app under Settings → Fees & Pricing, and before you confirm any transaction. That schedule forms part of these Terms. You will always see what a transaction will cost before you approve it.
5.2 Where Value Added Tax applies to our fee, we add it and show it separately. Where the law requires us to collect a levy, such as the Electronic Money Transfer Levy (stamp duty) on qualifying transfers, we collect it as a separate, clearly labelled transaction.
5.3 When you convert currency or send money abroad, we show the exchange rate and the amount the recipient will get before you confirm.
5.4 We will give you at least 30 days' notice before increasing a fee or introducing a new one, unless the change is required by law or a Partner on shorter notice. In that case we will tell you as soon as we can. You may close your account before a change takes effect without paying the new fee.
5.5 You are responsible for your own taxes on income or gains you make through the Services. Where the law requires us to withhold tax, for example on Vault interest, we will do so and show it to you.
6.1 Before you confirm a payment, check the recipient's details. Once a payment has been sent it may not be possible to recall it. We will help you try to recover a payment sent in error, but we cannot guarantee it.
6.2 We or our Partners may delay, decline or reverse a payment where:
Unless the law prevents us, we will tell you, and where possible we will tell you why.
6.3 If a payment fails after your wallet has been debited, we will return the money, including any fee we charged for that payment, to your wallet.
6.4 Delivery times shown in the app are estimates. They depend on Partners and payment networks outside our control.
7.1 You must keep your password, PIN, one-time codes, authenticator and passkeys, and the devices you use, secure and private. Never share them with anyone, including anyone claiming to be from Platnova. We will never ask for your PIN or password.
7.2 Tell us immediately through the app or at [email protected] if you think someone else has accessed your account or made a payment you did not authorise.
7.3 Unauthorised transactions. If a payment was made from your account without your authority, we will investigate promptly. We will refund it where the loss was caused by our or our Partner's failure, including a security failure on our side, or where you reported it promptly and did not act fraudulently or with gross negligence. You may be responsible for losses that happen because you shared your credentials or acted fraudulently or with gross negligence.
You must not use Platnova to:
To meet our legal obligations and protect customers, we and our Partners screen and monitor transactions and accounts. The law may require us to report certain activity to the authorities. We may not be allowed to tell you that we have done so.
10.1 Our support assistant, Nova, uses artificial intelligence to answer questions using information about your account. Nova can make mistakes. It cannot change your account, move money or make decisions about you, and you can ask for a human at any time.
10.2 You keep ownership of messages, voice notes and files you send through Platnova. You give us permission to process them to provide the Services, as described in the Privacy Policy.
11.1 You can close your account at any time in the app or by contacting support. We will return your remaining balance to an account in your name that we have verified, less only fees already disclosed to you. We may need to finish pending transactions or meet legal requirements first.
11.2 We may limit or suspend your account, or a feature, only where we reasonably believe it is necessary because:
11.3 We will tell you before we act, or as soon as possible afterwards, and explain why, unless the law prevents us. When the reason no longer applies, we will lift the restriction.
11.4 We may close your account:
11.5 Closing or restricting an account never entitles us to keep your money. Funds are returned to you as in 11.1, except where a court order or the law requires us to hold or hand them over.
12.1 We will provide the Services with reasonable care and skill.
12.2 We are not responsible for losses caused by:
12.3 Apart from the amounts described in 12.4, our total liability to you for any claim or series of related claims is limited to the fees you paid us in the 12 months before the event giving rise to the claim.
12.4 Nothing in these Terms limits or excludes our liability for:
12.5 You agree to cover losses we suffer because you used the Services fraudulently or unlawfully, or materially broke these Terms. This does not apply to losses caused by our own fault.
13.1 If something has gone wrong, tell us through Help & Support in the app or at [email protected]. We will give you a reference number, acknowledge your complaint within [CONFIRM: timeline] and aim to resolve it within [CONFIRM: timeline]. If we need longer, we will tell you why and when to expect an answer.
13.2 If you are not satisfied with our final response, you may escalate:
14.1 These Terms are governed by the laws of the Federal Republic of Nigeria.
14.2 If we have a dispute, we will first try to settle it through the complaints process in section 13 and good-faith discussion for 30 days.
14.3 If that fails, either of us may refer the dispute to mediation at the Lagos Multi-Door Courthouse under its rules.
14.4 If mediation does not resolve the dispute within 60 days, either of us may bring it before the courts of Nigeria.
14.5 Nothing in this section stops you from complaining to a regulator, or stops either of us from seeking urgent relief from a court.
15.1 We may update these Terms to reflect changes in the law, our Services or our Partners. For changes that matter to you, we will give you at least 30 days' notice in the app and by email. Where the change is required by law sooner, we will tell you as soon as we can.
15.2 We will ask you to accept the new version in the app before it applies to you. If you do not agree, you can close your account free of charge before the change takes effect.
15.3 Each version is dated and numbered. You can find the current version, and the version you accepted, under Settings → Legal.
16.1 Notices. We will contact you through the app, by email or by SMS, using the details on your account. Please keep them up to date.
16.2 Transfer. You may not transfer your account or these Terms to anyone else. We may transfer our rights and obligations to another company in our group, or to a successor, if your rights under these Terms are not reduced. We will tell you if we do.
16.3 Severability and waiver. If part of these Terms is found unenforceable, the rest still applies. If we do not enforce a right straight away, we can still enforce it later.
16.4 Intellectual property. The Platnova name, logo, app and content belong to us or our licensors. You may use the app only to access the Services.
16.5 Language. These Terms are written in English, which is the version that applies.