1. Introduction
This Refund & Cancellation Policy ("Refund Policy") explains how refunds, cancellations, postponements, ticket reversals and related payment matters are handled when you purchase a ticket through Pàdé.
Pàdé is a ticketing, event-discovery and event-technology service operated by NovelDRAW Creative, Nigeria.
By purchasing, reserving or using a Ticket through Pàdé, you acknowledge that you have read and understood this Refund Policy.
This Policy should be read together with the Pàdé Terms of Use and any Event-specific terms, conditions or refund rules displayed to you before purchase.
2. Pàdé's Role
Pàdé provides technology and ticketing infrastructure that enables Event Organisers to create Events, offer Tickets and receive payments from Customers.
Unless expressly stated otherwise, Pàdé is not the producer, promoter, venue operator or organiser of the Event for which you purchase a Ticket.
The Event Organiser is primarily responsible for:
- the Event itself;
- the venue;
- performers, speakers and attractions;
- Event quality and delivery;
- Event safety;
- changes to the Event;
- cancellation or postponement;
- admission conditions; and
- fulfilment of the promises made to Ticket holders.
Accordingly, your Ticket purchase generally establishes a relationship with the Event Organiser in respect of the Event, while Pàdé provides the technology through which the transaction and ticketing process are facilitated.
3. Your Ticket Purchase
When you purchase a Ticket through Pàdé:
- your payment is processed through an approved payment provider;
- Pàdé records the transaction;
- once payment is successfully confirmed, a Ticket or digital admission credential may be issued; and
- the Event Organiser remains responsible for providing the Event described at the time of purchase.
A Ticket is valid only for the Event, date, time, venue, category and conditions specified on the Ticket or Event page.
4. General Refund Principle
Tickets purchased through Pàdé are generally non-refundable unless:
- the Event Organiser expressly provides for a refund;
- the Event is cancelled;
- the Event is postponed or materially changed and applicable refund rights arise;
- a refund is required by applicable law;
- Pàdé determines that a refund is appropriate under its policies;
- a payment was processed incorrectly; or
- a refund is required by the applicable payment provider or financial institution.
The refund terms displayed for a particular Event may contain additional conditions. Where Event-specific terms provide greater rights than this Policy, those terms may apply to the extent permitted by law.
5. Event Cancellation
If an Event is cancelled, Pàdé may suspend further Ticket sales and work with the Event Organiser to determine the appropriate refund process.
Where a refund is approved, the amount ordinarily refundable will be the Ticket purchase amount attributable to the cancelled Event, subject to applicable law and the specific Event terms.
Pàdé may facilitate the refund through the original payment method or another lawful payment method.
Pàdé does not guarantee that an Event Organiser will have sufficient funds available to immediately satisfy every refund obligation.
Where Pàdé has funds under its control that are legally available for refund purposes, Pàdé may apply those funds toward eligible refunds.
6. Event Postponement or Material Change
If an Event is postponed, rescheduled, relocated or materially altered, the Event Organiser must provide Pàdé with the relevant information.
Depending on the circumstances, Ticket holders may be offered:
- continued validity of their existing Ticket;
- a replacement Ticket;
- transfer to the new Event date;
- a refund; or
- another remedy permitted by applicable law.
Pàdé will communicate material changes through reasonable channels where it has the information necessary to do so.
7. Dissatisfaction with Event Quality
Pàdé is not responsible for the artistic quality, entertainment value, performance, production standard, food, accommodation, venue conditions or other substantive aspects of an Event organised by a third party.
If an Event takes place substantially as advertised but you are dissatisfied with your experience, your complaint should ordinarily be directed to the Event Organiser.
A refund is not automatically available merely because a Customer dislikes or is dissatisfied with an Event, except where applicable law or the Event Organiser's published refund terms provide otherwise.
8. Failure to Attend
A Customer who purchases a Ticket but subsequently chooses not to attend will generally not be entitled to a refund, unless:
- the Event Organiser's published terms allow one;
- the Ticket is expressly refundable;
- Pàdé has expressly stated otherwise; or
- applicable law requires a refund.
Personal circumstances, change of plans, travel difficulties, work commitments, illness, transport problems or failure to arrive at the venue do not automatically create a refund entitlement.
9. Force Majeure
An Event may be affected by circumstances outside the reasonable control of Pàdé or the Event Organiser, including:
- extreme weather;
- flood;
- fire;
- natural disaster;
- epidemic or pandemic;
- war;
- civil unrest;
- terrorism;
- industrial action;
- government restrictions;
- public-health emergencies;
- venue closure;
- infrastructure failure; or
- other extraordinary circumstances.
Where such circumstances occur, Pàdé will work with the Event Organiser to determine an appropriate response.
Pàdé does not automatically become financially responsible for refunds merely because an Event has been affected by circumstances beyond its reasonable control.
10. Processing and Service Fees
Pàdé may charge a transaction, platform or processing fee in connection with a Ticket purchase.
Unless applicable law requires otherwise, Pàdé fees are separate from the Event Organiser's Ticket price and may be non-refundable once the transaction has been successfully processed.
Where a refund is required by law, the treatment of applicable fees will comply with that law.
Any applicable fee will be disclosed to the Customer before completion of the transaction.
11. Duplicate or Failed Transactions
If you believe that:
- your card or account was charged more than once;
- your payment succeeded but no Ticket was issued;
- the wrong amount was charged; or
- a payment was otherwise processed incorrectly,
you should contact Pàdé promptly.
Your request should include:
- your name;
- email address or telephone number used for the purchase;
- Event name;
- Ticket or order reference;
- payment reference;
- transaction date; and
- evidence of the transaction where available.
Pàdé will investigate the transaction against its records and those of the applicable payment provider.
12. Fraudulent or Reversed Transactions
Pàdé may cancel or invalidate a Ticket where the underlying payment is:
- reversed;
- charged back;
- fraudulent;
- disputed;
- unauthorised; or
- otherwise determined to be invalid.
A Ticket obtained through fraudulent means is not valid for admission.
13. How to Request a Refund
Unless the Event page specifically directs otherwise, refund requests should be submitted through the Pàdé support channel.
Your request should include:
- Event
- Ticket/Reference Number
- Name
- Email/Telephone
- Date of Purchase
- Reason for Request
- Payment Reference
Pàdé may refer Event-specific refund requests to the Event Organiser.
14. Refund Processing Time
Once a refund has been approved, the time required for the funds to appear in your account may depend on:
- the payment provider;
- the bank;
- the card network;
- mobile-money provider;
- international payment network; or
- another financial institution involved.
Pàdé is not responsible for delays occurring entirely within those external systems.
15. No Double Recovery
A Customer may not obtain a refund twice for the same transaction through different channels.
Where Pàdé has already processed or facilitated a refund, a subsequent chargeback for the same amount may be treated as a duplicate recovery.
16. Contact
Pàdé — NovelDRAW Creative
763, Abubakar Usman, Jabi, FCT, Abuja, Nigeria.
Support: support@letspade.com