Refund and Cancellation Policy

A PrivePas activation is payment for access to the platform for one event. That access includes your account, your event, unique QR codes for every guest, invitation card generation, email delivery, RSVP, unlimited scanner links for your staff, live monitoring on the day, and your post-event report.

The service is delivered at the moment your account is opened and your event is created. From that point you are able to build your guest list, generate cards, send invitations and run your gate. That is the entire product, and it has been handed over to you in full.

This is why activation is not refundable after that point. There is no partial delivery to unwind.

If your event moves, your activation moves with it. No charge, no new payment, nothing to re-do.

Nigerian events are postponed all the time, for reasons nobody controls. Change your event date from your dashboard, or message us and we will do it for you. Your guest list, your codes and your cards stay exactly as they are.

There is no limit on how far a date can move and no deadline for telling us.

If your event is cancelled entirely, your activation is not refunded, because the platform was delivered to you whether or not the event took place.

What we will do instead is hold your activation for a future event. Contact us within twelve months and we will open a new event on the same activation at no additional cost, subject to the same guest tier you originally purchased.

If you were charged twice for the same activation, or a payment was taken in error, contact us at hello@privepas.com and we will refund the duplicate in full.

This is not a refund of a purchase. It is the correction of an error, and we treat it that way. Please contact us before raising a dispute with your bank, because we can resolve it faster than they can.

If you bought a tier that is too small for your guest list, contact us and you can move up by paying the difference. Nothing is lost.

If you bought a tier larger than you needed, the difference is not refunded. Guest tiers are chosen by you at checkout and the platform is provisioned to that tier immediately.

Invitation card design. Refundable in full if you cancel before we begin work. Once design work has started, it is not refundable.

On-site check-in team. Refundable in full if cancelled more than seven days before your event date. Within seven days it is not refundable, because staff have been scheduled and turned down other work for that date.

Live Event Experience. Refundable in full if you cancel before we begin work. Once design work has started, it is not refundable.

Setup Assist. Free. There is nothing to refund.

Monthly plans are billed in advance and are not refundable once a billing period has started, regardless of how many events you ran that month.

You can cancel auto-renewal at any time from your billing page. Your access continues to the end of the period you have already paid for, and you are not charged again.

If a failure on our side prevents you from running your event, tell us. Our support team is on WhatsApp and email and we would far rather fix a problem before your event than argue about it afterwards.

Where a fault is genuinely ours, we will work with you on a resolution, which may include holding your activation for a future event or extending your access. Section 18 of our Terms and Conditions sets out the limits of our liability.

This does not extend to problems outside our control, including venue network failure, a scanner phone that was never prepared before event day, guest data you entered incorrectly, or decisions taken by your own staff at the gate.

If you have a problem with a payment, contact us first at hello@privepas.com or on WhatsApp. We respond quickly and most issues are resolved the same day.

Raising a chargeback without contacting us first is a breach of our Terms. It also does not work in your favour, because we provide full transaction and delivery evidence to Paystack in every dispute, and the account is suspended while it is in progress.

We would rather be plain than vague. PrivePas is a small Nigerian company, our pricing is published openly, and it is the same for everybody. We do not have room to build the cost of unwound purchases into the price, and we are not going to raise it on the people who use the platform properly in order to absorb the people who do not.

What we can do is be generous where it costs nothing and be immediate when something is our fault. That is what the rest of this page is.

If any of this is unclear before you buy, ask us first. We would much rather answer the question than take a payment you are unsure about.

This policy sits alongside our Terms and Conditions. Where the two differ, the Terms take precedence.