Refund policy

1. Who can cancel a registration

While a registration is still unpaid, you can cancel it yourself from your registration page.

Once you have paid, you can no longer cancel it yourself. The cancel button is not shown on a paid registration, and the platform refuses the request if you reach it another way. A paid registration can only be cancelled by the event organizer or by Egen Games support. That is deliberate: cancelling a paid entry moves money, so somebody on the organizer's side records who did it and why.

To get a paid registration cancelled, ask the event organizer, or email [email protected] with your registration reference. There is no automated request queue; a person handles it.

2. What you get back

When a paid registration is cancelled, the payment is refunded in full. Full means the whole amount that left your account: the entry fee and the platform fee charged on top of it. Both come back to you.

Nothing is deducted. We don't keep our platform fee on a refund, and no processing charge is taken out of the money returned to you.

An organizer can also issue a partial refund from their dashboard, for example when the two of you agree on a part-refund. A partial refund returns the amount the organizer enters and leaves the rest with the event. Anything beyond a full refund of what you paid is not possible.

3. There is no cancellation deadline

Refunds are not scored against the event date. A registration for an event six weeks away, an event tomorrow, and an event that already finished are all treated the same way, and the refund is the same full amount. There is no cut-off day, no sliding scale, and no reduced refund for cancelling late.

The same applies to a no-show. Missing an event without cancelling does nothing to your registration on its own; it is not automatically forfeited. If you want it cancelled and refunded after the fact, ask the organizer. Whether to do it is their decision, and nothing on the platform forces or blocks it.

4. One policy for every event

This is the only refund policy on Egen Games. Organizers cannot publish their own refund schedule for an event, there is no per-event policy field, and no event page overrides what is written here. If an organizer tells you their event has different refund terms, that is an agreement between you and them, not something the platform applies or enforces.

5. Events called off or moved

When an event is cancelled or postponed for reasons outside everyone's control (severe weather, a public-safety order, venue failure, a security incident), the organizer refunds the entries from their dashboard. You get the full amount back, the same as any other refund. We take no fee on it.

Money moves at registration, not at the event, so a cancelled event does not refund itself. Somebody has to issue the refunds. If an organizer has not refunded you after calling an event off, email [email protected] and we will chase it.

The platform does not hold credit balances and cannot move an entry from one event to another. If you and an organizer prefer to roll your place over to a new date instead of taking the money back, that is an arrangement between the two of you; the platform has no record of it.

6. How a refund is processed

• The organizer, or Egen Games support, starts the refund against the original payment from the dashboard.
• Paystack returns the money to the card or account you paid from. Expect 3 to 5 working days for Nigerian cards; international cards can take longer.
• Once the full amount is refunded, the registration moves to a refunded state and its receipt is no longer available to download. Save the receipt first if you need it.
• Cancelling a paid registration triggers an email to you confirming the cancellation and that the refund is on its way. There is no second email when the money lands.

7. Disputes

If you and the organizer disagree about a refund, contact [email protected] with the registration reference. We will look at the payment record, the cancellation record, and anything either side shares. This policy is the rulebook we apply; there is no separate event policy for us to defer to.

For Paystack chargebacks, follow Paystack's dispute process first. We cooperate fully with Paystack's investigation.

8. Contact

Refund questions: [email protected] or use our contact page. Include the registration reference and your registered phone number.