Document: eventOS Refund & Chargeback Policy Version: 1.0 Last updated: 6 July 2026 Effective date: 6 July 2026
This policy explains how refunds, cancellations, and chargebacks work on the eventOS platform operated by DZND Limited (RC 9483106). It supplements the Organiser Terms of Service and Attendee Terms of Sale.
1. The core principle: the Organiser is the seller
Because your contract to attend an event is with the Organiser (not eventOS), and because proceeds settle directly to the Organiser's Paystack subaccount at the moment of sale, the Organiser is responsible for refunds. eventOS is a technology provider and does not hold the funds; it can only facilitate refunds through Paystack at the Organiser's instruction or where required by law or Paystack's rules.
2. For attendees
2.1 Read the Organiser's policy. Each event shows the Organiser's refund and cancellation policy. Your statutory rights under the FCCPA apply in addition and cannot be waived.
2.2 Cancelled or materially-changed events. If the Organiser cancels the event or materially changes it (e.g. substantially different date, venue, or headline line-up), you may be entitled to a refund. Request it from the Organiser via the event page; if the Organiser is unresponsive, contact support@dznd.studio and we will try to assist.
2.3 Change of mind. Discretionary "change of mind" refunds are at the Organiser's discretion under their published policy.
2.4 Service fee. Where a platform service fee was passed through to you (added on top at checkout), that service fee is not refundable on a discretionary/change-of-mind refund. On a refund for a cancelled or materially-changed event you are refunded what the Organiser refunds and, where required by law, the service fee.
2.5 How refunds reach you. Approved refunds are processed back to your original payment method via Paystack. Timing depends on Paystack and your bank.
3. For organisers
3.1 Publish a policy. You must publish a clear refund and cancellation policy for each event and honour it, and comply with the FCCPA.
3.2 Issue refunds through the platform. Use the refund tools provided. On a refund, the ticket is invalidated. Refunds and any Paystack charges are borne by you; where a passed-through service fee was charged to the attendee, the refund treatment follows clause 2.4.
3.3 Cancelled events. If you cancel an event, you are responsible for refunding affected attendees promptly.
4. Chargebacks and disputes
4.1 What a chargeback is. A chargeback is when a cardholder disputes a charge with their bank. Chargebacks are governed by Paystack and the card networks.
4.2 Who bears them. Organisers bear the cost and risk of chargebacks, refunds and reversals relating to their events, including associated Paystack charges. These may be recovered, set off, or deducted from settlement through Paystack's mechanisms.
4.3 Cooperation. Organisers must provide evidence (event delivery, admission records, communications) to help defend illegitimate chargebacks. eventOS can provide relevant platform records (e.g. issuance and scan logs) to support this.
4.4 Chargeback abuse. Attendees who initiate chargebacks in bad faith (e.g. for tickets they used) may have tickets voided and future purchases restricted. This does not affect genuine rights to dispute unauthorised transactions.
5. Fraud and safety holds
Where fraud, chargeback abuse, or a legal/regulatory issue is suspected, DZND or Paystack may withhold, delay, or reverse settlement, and DZND may suspend an event or account, to protect attendees and the payment system.
6. Complaints
- Event/refund complaints: the Organiser, via the event page.
- Platform complaints: support@dznd.studio. We aim to respond within fourteen (14) days.
- You may also complain to the FCCPC.
© 2026 DZND Limited. eventOS is a product of DZND Limited (RC 9483106).