FLUTHUB — FREQUENTLY ASKED QUESTIONS (FAQ)

FLUTHUB — FREQUENTLY ASKED QUESTIONS (FAQ)

Platform: Fluthub (www.fluthub.com) Operator: Flut Integrated Technologies Limited Contact: Info@flutintegrated.com Last Updated: 8 May 2026

SECTION A — GENERAL QUESTIONS

What is Fluthub? Fluthub is a Nigerian online marketplace where individuals and businesses can buy and sell physical goods, digital products, and services. Whether you’re looking to shop from verified merchants or grow your business by reaching thousands of buyers, Fluthub provides a safe, easy-to-use platform to make it happen.
Who can use Fluthub? Fluthub is open to anyone who is 18 years of age or older. Both individuals and registered businesses can sign up as Customers or Merchants. Minors are not permitted to create accounts or transact on the platform.
Is Fluthub free to use? Creating an account and browsing the platform is completely free for Customers. Merchants pay a commission or service fee on each completed sale, as detailed in the Merchant Fee Schedule available in the Merchant Dashboard. There are no upfront listing fees.
In which countries does Fluthub operate? Fluthub is based in Lagos, Nigeria, and primarily serves the Nigerian market. Where cross-border transactions are supported, applicable currency conversion charges and delivery terms will be disclosed at checkout.
How do I contact Fluthub support? You can reach our support team at any time by emailing Info@flutintegrated.com or through the Help Centre on www.fluthub.com. We aim to respond to all enquiries within 2 Business Days.

SECTION B — ACCOUNTS & REGISTRATION

How do I create an account on Fluthub? Visit www.fluthub.com and click “Sign Up.” Fill in your name, email address, phone number, and create a password. You will receive a verification email to activate your account. Once verified, you can begin browsing, purchasing, or setting up your Merchant store.
Can I have both a Customer and a Merchant account? Yes. You can operate as both a Customer and a Merchant under a single Fluthub account. Simply register as a Customer and then apply to open a Merchant store from within your dashboard.
I forgot my password. What should I do? Click “Forgot Password” on the login page and enter the email address linked to your account. You will receive a password reset link within a

few minutes. If you do not receive the email, please check your spam folder or contact Info@flutintegrated.com for assistance.

How do I update my account information? Log in to your account and go to “Account Settings.” From there you can update your name, email address, phone number, delivery addresses, and payment details.
Can I delete my account? Yes. You can request account deletion by contacting Info@flutintegrated.com. Please note that we are required by Nigerian law to retain certain transaction records for up to six (6) years even after account closure, as outlined in our Privacy Policy.

SECTION C — SHOPPING & ORDERS

How do I place an order on Fluthub? Browse the marketplace and click on any product or service you wish to purchase. Select the relevant options (size, quantity, variant, etc.), click “Add to Cart,” and proceed to checkout. Enter your delivery details and payment information, then confirm your order. You will receive an order confirmation by email immediately after.
Can I modify or cancel my order after placing it? You may cancel or modify your order as long as the Merchant has not yet processed or shipped it. To do so, go to “My Orders” in your dashboard and select the relevant order. If the order has already been shipped or a service has commenced, please contact the Merchant directly through the platform messaging system.
How will I know when my order has been shipped? Once a Merchant ships your order, you will receive a notification via email and on your Fluthub dashboard. Where tracking information is available, it will be shared at that time.
What happens if my order is delayed? If your order has not arrived within twice the

Merchant’s stated delivery timeframe, you are entitled to raise a Dispute through the Fluthub Resolution Centre. Go to “My Orders,” select the affected order, and click “Open Dispute.” Our team will investigate and assist you promptly.

What happens if I receive the wrong item? Please take clear photographs of the item received and contact the Merchant immediately through the platform messaging system. If the

Merchant does not resolve the issue within 2 Business Days, escalate the matter via the Fluthub Resolution Centre. You are entitled to a full refund or replacement in cases of wrong item delivery.

Can I buy from multiple Merchants in one checkout? Yes. You can add items from different Merchants to your cart and check out in a single session. Each Merchant’s order will be processed and fulfilled independently, and you will receive separate order confirmations for each.

SECTION D — PAYMENTS

What payment methods does Fluthub accept? Fluthub accepts a range of payment methods including debit cards, bank transfers, and mobile money wallets. Available payment options are displayed at checkout. All payments are processed through our licensed Payment Provider in a secure environment.
Is it safe to enter my card details on Fluthub? Yes. Fluthub does not store your full card details. All payment information is processed and secured by our licensed Payment Provider using industry-standard SSL/TLS encryption. Your financial data is never shared with Merchants.
Will I be charged in Naira? Yes. All transactions on Fluthub are denominated in Nigerian Naira (NGN) by default. Where cross-border purchases are supported, applicable exchange rates and foreign currency charges will be clearly displayed before you confirm payment.
My payment failed but I was charged. What should I do? In most cases, a failed transaction charge is a temporary hold that is automatically reversed by your bank within 3 to 5 Business Days. If the funds are not returned within that period, please contact your bank with your transaction reference and also notify us at Info@flutintegrated.com so we can assist.
Can I save my payment details for future purchases? Yes. During checkout, you can choose to securely save your payment details for faster future purchases. Your saved details are held by our Payment Provider and are not accessible to Fluthub staff or Merchants.

SECTION E — RETURNS & REFUNDS

What is Fluthub’s return policy? Customers are entitled to return physical goods within 7 calendar days of confirmed delivery if the item is defective, damaged, significantly different from the listing description, or was never delivered. Full details are set out in our Return and Refund Policy at www.fluthub.com.
How do I request a refund? Go to “My Orders” in your dashboard, select the relevant order, and click “Request Return/Refund.” Describe the issue and attach any supporting evidence (photos, screenshots). The Merchant will be notified and must respond within 2 Business Days. If they do not, you can escalate to Fluthub via the Resolution Centre.
How long does a refund take? Once a refund is approved, it will be processed within 7 to 14 Business Days, depending on your bank or payment provider’s timelines. You will receive a notification once the refund has been initiated.
Can I get a refund on a digital product? Digital products are generally non-refundable once accessed or downloaded. However, if a digital product is broken, inaccessible, or materially different from what was advertised, you are entitled to a full refund. Please raise a

dispute within 24 hours of purchase if the product was never accessed.

Can I get a refund if I simply changed my mind? This depends on the individual

Merchant’s return policy. Some Merchants do accept change-of-mind returns. However, Fluthub’s minimum guarantee does not cover change-of-mind returns — it applies only to defective, incorrect, or undelivered items. Always check the Merchant’s policy on their store page before purchasing.

SECTION F — DISPUTES & RESOLUTION

What should I do if I have a problem with a Merchant? Your first step should always be to contact the Merchant directly through the Fluthub messaging system and give them an opportunity to resolve the issue. If they do not respond within 2 Business Days or the matter is not resolved, you can escalate to Fluthub by opening a formal Dispute via the Resolution Centre in your dashboard.
How does Fluthub handle disputes? Once a Dispute is submitted, Fluthub’s Resolution Team will review evidence from both the Customer and the Merchant and issue a decision within 10 Business Days. Fluthub may award a refund, request a replacement, or take action against the Merchant depending on the findings.
Can I appeal a Fluthub dispute decision? Yes. If you disagree with the outcome of a dispute, you may submit a written appeal to Info@flutintegrated.com within 5 Business Days of receiving the decision, clearly stating your grounds for appeal and providing any new evidence. Fluthub will issue a final decision within 10 Business Days.
What if a Merchant files a false complaint against me? Fluthub takes all complaints seriously and investigates both sides fairly. If a Merchant files a false or malicious complaint, disciplinary action will be taken against them, up to and including account termination. You are encouraged to provide full evidence of your transaction when responding to any claim.

SECTION G — SELLING ON FLUTHUB (MERCHANTS)

How do I become a Merchant on Fluthub? Log in to your Fluthub account and navigate to “Become a Merchant” in your dashboard. Complete the Merchant registration form, providing your business details, CAC registration number (if applicable), government-issued ID, and bank account details for settlement. Once verified, your Merchant store will be activated.
What can I sell on Fluthub? You can sell physical goods, digital products, and services. However, certain items are strictly prohibited, including counterfeit goods, weapons, controlled substances, and any items that violate Nigerian law or Fluthub’s Prohibited Items Policy. A full list is available in our Merchant-Customer Terms of Agreement.
How much does it cost to sell on Fluthub? Listing products is free. Fluthub charges a commission or service fee on each completed transaction, as set out in the Merchant Fee Schedule in your dashboard. Fees are deducted automatically from your settlement amount.
When do I get paid? Funds are released to your designated bank account or mobile money wallet following confirmed delivery or fulfilment of an order, in line with Fluthub’s settlement schedule. Settlement timelines are displayed in your Merchant Dashboard. Fluthub may place a

temporary hold on funds during an active dispute.

Can I set my own prices? Yes. Merchants have full control over their pricing. However, you must ensure that prices are accurate, consistent, and not deceptive. Price gouging, artificial discounting, or misleading price comparisons are strictly prohibited and may result in account suspension.
What happens if a Customer disputes my order? You will be notified via email and your dashboard the moment a Dispute is raised. You will have the opportunity to submit your evidence (order records, shipping confirmation, communications) to Fluthub’s Resolution Team. It is important to maintain good records of all your transactions to support your case.
Can Fluthub suspend my Merchant account? Yes. Fluthub may suspend or permanently terminate a Merchant account for breach of our Terms of Agreement, failure to fulfil orders, repeated customer complaints, sale of prohibited items, or any conduct deemed harmful to the platform or its users. Merchants will be notified and given an opportunity to respond before permanent action is taken, except in cases of severe or fraudulent conduct.
How do I manage my store on Fluthub? Everything you need to manage your Merchant store — listings, inventory, orders, messages, analytics, and payouts — is available in your Merchant Dashboard. You can access it at any time by logging into your account at www.fluthub.com.

SECTION H — PRIVACY & SECURITY

How does Fluthub protect my personal data? We take data protection very seriously. All personal data collected on Fluthub is handled in accordance with the Nigeria Data Protection Act (NDPA) 2023. We use SSL/TLS encryption, strict access controls, and secure data storage practices. Full details are available in our Privacy Policy at www.fluthub.com.
Does Fluthub share my information with Merchants? We share only the minimum information necessary for Merchants to fulfil your order — typically your name, delivery address, and contact number. Merchants are contractually prohibited from using your data for any other purpose, including unsolicited marketing.
Does Fluthub sell my personal data? No. Fluthub does not sell, rent, or trade your personal data to any third party. We only share data with trusted service providers (such as payment processors and logistics partners) who assist in operating the platform, under strict confidentiality obligations.
How do I exercise my data rights? You may request access to, correction of, or deletion of your personal data at any time by emailing Info@flutintegrated.com. We will respond to all data rights requests within 30 days. If you are unsatisfied with our response, you may lodge a complaint with the Nigeria Data Protection Commission (NDPC) at www.ndpc.gov.ng.

SECTION I — TECHNICAL SUPPORT

The Fluthub website is not loading. What should I do? Try refreshing the page, clearing your browser cache, or using a different browser. If the issue persists, check whether there is a service outage notification on our social media channels or contact Info@flutintegrated.com with a description of the problem.
I did not receive my order confirmation email. What should I do? First, check your spam or junk mail folder. If the email is not there, log in to your Fluthub account and check “My Orders” — your order will appear there if it was successfully placed. If you need further assistance, contact Info@flutintegrated.com with your registered email address and order details.
How do I report a suspicious listing or Merchant? If you come across a listing or

Merchant that appears fraudulent, counterfeit, or in violation of our policies, please use the

“Report” button on the relevant listing or store page, or email us directly at

Info@flutintegrated.com. We take all reports seriously and investigate promptly.

For any question not covered here, please contact us at:

Flut Integrated Technologies Limited 1b, Birrel Avenue, Yaba, Lagos Email:

Info@flutintegrated.com Website: www.fluthub.com