Refund & Cancellation Policy

1. Overview & Platform Role

Aseda Host ("Aseda Host") operates as an intermediary software technology platform facilitating digital ticketing, real-time USSD/web voting, and equipment rentals.

Crucial Distinction: AsedaHost is not the promoter, producer, or organizer of third-party events listed on our platform. Unless expressly designated as an "Official AsedaHost Production", all events, concerts, award shows, conferences, and competitions are independently established, promoted, and executed by third-party Event Hosts ("Organizers").

2. Event Ticket Purchases & Attendee Cancellations

The general rule governing ticket sales on AsedaHost is:

• All Ticket Sales Are Final: Once a digital ticket (with its unique QR code and authentication credentials) has been issued to the buyer via SMS, email, or instant download, the purchase is considered non-refundable.
• Change of Mind / Inability to Attend: AsedaHost and Event Organizers do not provide refunds or credit if an attendee is unable to attend due to personal emergencies, schedule conflicts, travel delays, weather conditions, or individual circumstances.
• Ticket Transfers: Aseda Host does not currently offer a feature for reassigning a ticket to a different named holder. A ticket admits one person once: whoever presents it at the gate is admitted, and it cannot be used again after it has been scanned. You remain responsible for your ticket and its QR code, and we cannot help if it is shared, copied, or intercepted before you use it. Organizers may set their own admission conditions, including requiring identification at the gate.

3. Postponed, Rescheduled & Cancelled Events

If an event is cancelled, postponed, or moved, here is what happens:

• Event Cancelled in Entirety: If an Organizer formally cancels an event without setting a replacement date, ticket buyers are entitled to a refund of the face value of the ticket. The Organizer is legally and contractually obligated to fund and authorize the payment of attendee refunds.
• Event Postponed or Relocated: If an event is postponed to a later date or moved to a venue situated more than thirty (30) kilometers from the initial venue, your ticket remains valid for the rescheduled date. Attendees who demonstrate an inability to attend the newly scheduled date must submit a refund request within fourteen (14) calendar days of the official postponement announcement.
• Program / Lineup Alterations: Changes to supporting acts, lineup schedules, performance runtimes, or guest performers are not grounds for a refund.

4. Voting Purchases (Strictly Final & Non-Refundable)

AsedaHost powers real-time electronic voting via web checkout and mobile USSD codes:

• Strict Non-Refundability: All payments made for award competition votes, pageant tallies, or contestant polls are 100% non-refundable immediately upon authorization.
• Immediate Counting: Votes are counted and added to the nominee's live score the moment your payment is confirmed. Because votes are immediately reflected on the public leaderboard and competition standings, voting purchases cannot be cancelled or reversed.
• Disqualified or Withdrawn Nominees: If a nominee or contestant withdraws, is disqualified by the event committee, or does not win, prior votes cast for that nominee will not be refunded. AsedaHost does not control the vetting or judging decisions of external award committees.
• Duplicate Charges from Network Glitches: If a network failure causes a double deduction on your mobile money wallet for a single voting action, AsedaHost will investigate against Hubtel gateway logs and refund the duplicated portion upon verification.

5. Equipment Rentals & Security Deposits

For event lighting, sound, and stage equipment rented directly through Aseda Host:

• Rental Cancellations: Cancellation terms, any applicable administrative or restocking charge, and the deadline for cancelling without penalty are agreed directly with Aseda Host at the time of booking and confirmed to you in writing. Where an equipment listing states its own cancellation terms, those terms apply to that booking.
• Security Damage Deposits: Where a security deposit is taken before equipment is handed over, it is returned after the equipment has been brought back and inspected, less the cost of any loss or damage found during that inspection.
• Handled Directly: Equipment rental bookings, cancellations, deposits, and refunds are arranged and settled directly with our team rather than through automated platform tooling. Please contact us using the details in section 11 to cancel or query a rental.

6. Host & Organizer Obligations

Event Organizers using AsedaHost to collect attendee funds agree to the following enforceable terms:

• Refund Escrow & Payout Hold: Aseda Host may freeze, hold, or delay ticket revenue payouts from the Host Wallet if an event is cancelled, subject to fraud investigation, or facing widespread attendee dispute claims.
• Clawback & Indemnity: If an Organizer cancels an event and fails to provide refund funds, AsedaHost reserves the right to debit any existing or future wallet balances, pursue legal recovery under Ghanaian contract law, and report the default to payment authorities.

7. Chargebacks & Unauthorized Payment Disputes

AsedaHost actively monitors transactions to eliminate payment fraud and chargeback abuse:

• Mandatory Good-Faith Resolution: You agree to contact AsedaHost Support (support@asedahost.com) and allow up to seven (7) business days to investigate any billing anomaly before filing a chargeback or dispute with your bank or mobile money operator (MTN, Telecel, AT).
• Fraudulent Disputes: Filing an unauthorized dispute for tickets that were already scanned at the event or votes that were successfully counted is considered fraud. Aseda Host will provide entry scan records and transaction confirmation receipts to the network provider. Phone numbers or accounts engaged in payment fraud will be restricted from future use of the platform.

8. Processing Timelines & Methods

When an authorized refund is approved:

• Original Payment Channel: Refunds are paid out directly back to the original source used at checkout (e.g., MTN Mobile Money, Telecel Cash, AT Money, or Visa/Mastercard via Hubtel). We cannot pay out refunds to third-party accounts.
• Timeline: Approved refunds are processed manually by our team rather than automatically by the platform. Once a refund has been issued, mobile money reversals usually reflect within three (3) to five (5) business days and card refunds within five (5) to ten (10) business days, depending on your bank's clearing cycle. These are estimates based on typical processing times, not guaranteed turnaround periods, and the review that precedes a refund may add to them.

9. Non-Refundable Service Fees

In instances where ticket face value refunds are authorized due to event cancellation:

• Third-party payment processor charges (e.g., Hubtel momo/card interchange fees of 1.5% - 2%) and telecommunication SMS dispatch fees incurred during the initial transaction are non-recoverable from network operators and are non-refundable.

10. How to Submit a Refund Claim

To initiate an authorized ticket refund claim for a cancelled or rescheduled event:

• Send an email to refunds@asedahost.com or contact@asedahost.com.
• Include your Ticket Order Reference Number (e.g., ORD-XXXXX or ticket short-code).
• State the registered mobile phone number used during checkout.
• Provide the reason for the claim (e.g., official event cancellation notice).

11. Dispute & Support Contact