Refund & Cancellation Policy

1. Overview

Ochuwa provides the technology platform that enables organizers to sell tickets, manage registrations, conduct voting campaigns, accept donations, and sell merchandise. Refund eligibility varies depending on the type of transaction and the organizer's published policy. By making a purchase or payment through Ochuwa, you agree to this Refund & Cancellation Policy.

2. Ticket Purchases

Unless otherwise stated by the event organizer, ticket purchases are eligible for refund requests within seven (7) days of purchase, provided the event date is more than 48 hours away. Refunds may also be available where the organizer cancels the event without rescheduling, where applicable consumer protection laws mandate a refund, or in cases of verified payment errors or duplicate charges.

3. Event Postponements

If an event is postponed or rescheduled, existing tickets automatically remain valid for the new date. Ticket holders are granted a fourteen (14) day choice window from the postponement announcement to either retain their tickets for the rescheduled date or request a full refund to their original payment method.

4. Event Cancellations

If an organizer cancels an event without providing an alternative date, all ticket purchasers and registered attendees will receive a full refund returned directly to their original payment method within five (5) to ten (10) business days. Platform and payment processing service fees are non-refundable.

5. Public Voting (Digital Service Goods)

Votes purchased on Ochuwa constitute an immediate digital service and are consumed in real-time as voting results are finalized immediately upon payment confirmation. In accordance with Central Bank of Nigeria (CBN) electronic payment guidelines and standard digital goods policies, completed vote transactions are non-refundable. The only exceptions are: (a) if the contest or voting campaign is officially cancelled by the organizer prior to winner announcement, in which case unspent vote funds are refunded; or (b) verified gateway technical duplicate transactions confirmed by our audit log.

6. Contestant Registration & Audition Fees

Registration and audition fees paid by contestants are held in platform escrow until the contest commences or official screening concludes. If a competition or pageant is cancelled, abandoned, or indefinitely postponed before staging, registered participants are entitled to a full refund directly from the escrow holding. Voluntary withdrawal by an applicant is non-refundable unless specified in the organizer's published rules.

7. Donations & Crowdfunding Contributions

Donations made to published causes, charities, or community initiatives are voluntary contributions and are generally non-refundable once successfully processed. However, Ochuwa actively monitors campaign authenticity: if an ongoing campaign is established to involve fraudulent misrepresentation, duplicate debiting, or unauthorized card usage, Ochuwa will freeze all pending funds and issue refunds to affected donors.

8. Merchandise Orders

Refunds, exchanges, and returns for merchandise are governed by the organizer or merchant selling the products. Where applicable, products may qualify for replacement or refund if they arrive damaged, are materially different from the description, or are not delivered within the promised timeframe (subject to the organizer's policy).

9. Payment Errors

If you believe you have been charged incorrectly, you should contact Ochuwa as soon as possible (e.g. duplicate payments, incorrect payment amounts, failed transactions where funds were debited, or payment processing errors). Each case will be investigated before a decision is made.

10. Chargebacks

Customers should contact Ochuwa before initiating a chargeback with their bank or card provider. Fraudulent or abusive chargebacks may result in account suspension, ticket cancellation, vote cancellation, or restriction from future purchases.

11. Ticket Transfers

Where permitted by the organizer, tickets may be transferred to another attendee before the event. Transfer eligibility, deadlines, and any applicable fees are determined by the organizer.

12. Processing Time

Approved refunds are typically processed within 5–10 business days, although actual timelines may vary depending on the payment provider or financial institution.

13. Platform Fees

Where permitted by law and disclosed before purchase: payment gateway fees, platform service fees, and other non-recoverable processing charges may not be refundable, even where the underlying transaction qualifies for a refund.

14. Organizer Responsibility

Event organizers are responsible for establishing and communicating their refund policy. Ochuwa facilitates payments and may process approved refunds on behalf of organizers but does not automatically determine refund eligibility except where required by law, platform policy, or verified payment errors.

15. Contact Us

For refund requests or questions regarding this policy, please contact Ochuwa Support:
Email: support@ochuwa.com.ng
Website: ochuwa.com.ng