Refund Policy

If an event is cancelled, you are refunded the full ticket price. The Otapin service fee is non-refundable.

The service fee covers payment processing and platform costs that are already incurred at the time of purchase.

Example: Ticket price: NGN 20,000. Service fee: NGN 1,500 (7% + NGN 100). You paid: NGN 21,500. If the event is cancelled, you are refunded: NGN 20,000.

When a buyer pays for a ticket, Otapin holds the money until after the event. The money is not released to the organizer before the event happens. Organizer payout is typically made within 24 hours after the event ends.

This escrow model is a core buyer protection feature.

If an organizer cancels an event, or Otapin cancels an event because of fraud or safety concerns, Otapin starts the refund process for affected buyers and revokes valid tickets for that event.

For cancelled events, buyers are refunded the full ticket face value only. The Otapin service fee is retained by Otapin and is not refunded.

Refunds are processed through Paystack. Money typically returns within 5 to 10 business days depending on the buyer's bank or payment channel.

If an event is postponed or rescheduled, tickets remain valid for the new date unless Otapin or the organizer says otherwise.

If you cannot attend the new date, contact us through /help with your order reference so we can review the request with the organizer.

Tickets are not automatically refundable because a buyer changes their mind. Refunds are normally for cancelled, fraudulent, failed, duplicate, or materially changed events.

Buyers can transfer a ticket to someone else for free using Otapin's ticket-transfer feature where available.

If you were charged but did not receive a ticket, contact us through /help with your order reference, Paystack reference if available, and the email used at checkout.

We will investigate with Paystack and either issue the ticket or process a refund where appropriate.

If Otapin determines that an event is fraudulent or fake, we may cancel the event, revoke tickets, and start refunds for buyers. Holding money until after the event is what allows us to act before funds leave the platform.

To request refund support, contact us through /help with your order reference and the email used to buy the ticket.

Please contact us before raising a bank dispute or chargeback. We can usually investigate faster when we have the order details first.