Refund Policy

Every Event Campaign on 9jaBackstage is all-or-nothing. If a Campaign does not reach its combined Funding Goal (ticket pre-sales plus sponsor pledges) by its Deadline, every Backer, every Ticket Buyer and every Sponsor Partner, is refunded automatically and in full. You are never charged for an event that does not happen.

When an Event Campaign's Deadline passes without reaching its Funding Goal:

The Campaign is marked "unfunded."

All pledged amounts are automatically returned to the original payment method used.

No platform fee or processing fee is deducted from your refund.

You will receive an email and in-app notification confirming your refund, including the amount and reference.

Refunds are typically processed within 5 to 10 business days, depending on your bank or card issuer's processing time.

You do not need to request this refund. It happens automatically. If you have not received your refund within 10 business days of the Deadline, contact us at hello@9jaglobal.com with your Campaign name and payment reference.

Once an Event Campaign reaches its Funding Goal, funds are released to the Organizer, tickets are issued to Ticket Buyers, and Sponsor Partner perks become active. At this point:

Ticket purchases are generally non-refundable, in the same way a ticket to a confirmed event would be, except where required by Nigerian consumer protection law or as set out below.

Sponsor Partner pledges are non-refundable once the Campaign is funded and perks have been allocated.

If an Organizer cancels an event after the Campaign has been funded, the Organizer is responsible for refunding Ticket Buyers and Sponsor Partners for that event. 9jaBackstage will notify all Backers of the cancellation and facilitate the refund process through the platform where possible. If an Organizer fails to issue refunds for a canceled, funded Campaign, 9jaBackstage will investigate and may take action against the Organizer's account, including suspension and referral for dispute resolution, but 9jaBackstage itself is not the guarantor of an Organizer's obligations once a Campaign has funded and been paid out.

If an Organizer postpones a funded event to a new date, existing tickets and sponsor perks remain valid for the new date. Backers who are unable to attend the rescheduled date may contact the Organizer directly through the platform to discuss options, which are at the Organizer's discretion since funds have already been released.

If an Organizer funds a Campaign but materially fails to deliver the tickets, event, or sponsor perks as described, affected Backers may file a dispute with 9jaBackstage. We will review the claim and may facilitate a resolution with the Organizer, which can include a partial or full refund at 9jaBackstage's discretion, funded from the Organizer's account where recoverable.

Ticket Sales Events have no Funding Goal and no Deadline to miss. The Organizer sets only an event date. Instead of a goal-based guarantee, your protection comes from a 48-hour payout hold: money you pay for a ticket or a sponsor pledge is held by 9jaBackstage and is not released to the Organizer until 48 hours after the announced event date.

If the Organizer cancels a Ticket Sales Event at any point before the announced event date, every Ticket Buyer and Sponsor Partner is refunded automatically and in full. This happens immediately, without an admin review step, because your payment has not yet been released to the Organizer.

If it is reported or discovered that a Ticket Sales Event did not actually take place as scheduled, and this comes to light within the 48-hour payout hold window, 9jaBackstage will place the payout on hold and investigate before releasing any funds. This is the same review process used for a funded Event Campaign cancellation. If a genuine failure to hold the event is confirmed, affected Backers are refunded in full.

After the 48-hour hold expires and funds are released, ticket and sponsor payments for a Ticket Sales Event are non-refundable, except where the Organizer materially fails to deliver what was promised (see B3) or as required by Nigerian consumer protection law.

If an Organizer postpones a Ticket Sales Event to a new date before the original event date, existing tickets and sponsor pledges remain valid for the new date, and the 48-hour payout hold restarts based on the new date. Backers unable to attend the rescheduled date may contact the Organizer directly to discuss options.

Once payment for a Menu Order is confirmed, the order is final and non-refundable, in the same way a food or drink order at a physical venue would be, except in the specific situations below.

If an Organizer cancels an event after a Menu Order has been paid for but before it has been fulfilled (picked up), the buyer is refunded in full automatically.

If an Organizer accepts payment for a Menu Order but the item was never actually available for pickup, for example, the vendor ran out and never restocked, or the pickup desk never opened during the event, the buyer may file a dispute with 9jaBackstage. We will review the claim and may facilitate a refund from the Organizer where warranted.

If a buyer does not collect a paid Menu Order during the event's operating hours, the order is considered forfeited and is not eligible for a refund, unless the failure to collect was due to the Organizer's pickup desk being unavailable or closed during its stated hours.

If you believe a charge was made in error or a Campaign or Menu Order was misrepresented, contact us at hello@9jaglobal.com before initiating a chargeback with your bank or card issuer. We aim to resolve payment disputes directly and quickly. Initiating a chargeback without first contacting us may delay resolution and could affect your ability to use the platform in future.

All refunds are returned to the original payment method used for the pledge or order, processed through our payment partner, Flutterwave. We are unable to issue refunds to a different account or payment method than the one originally used.

For any refund-related question, contact hello@9jaglobal.com with your Campaign or order name, the event date, and your payment reference where available.