Refund policy.

We would rather fix a problem than argue about it. This policy sets out plainly when money can be returned and when it cannot, so you know where you stand before you pay.

1. Votes

Votes are a contribution to a contestant's campaign, not a product that can be returned. Once a payment has been verified and votes credited, the purchase is final.

When we do refund a vote payment

• You were charged more than once for the same order. We refund the duplicate in full.
• You were charged but no votes were credited and we cannot credit them. We refund in full.
• The amount taken does not match the package you chose. We refund the difference, or the whole amount if you prefer.
• A technical fault on our side caused the payment. We refund in full.
• The round was cancelled before it closed. The organisers decide whether to carry votes into a replacement round or refund them; either way you are told directly.

When we do not refund

• You changed your mind, or want to support a different contestant.
• Your contestant did not win, or was eliminated.
• You voted more than you intended to.
• Someone else used your phone or card without your knowledge — this is a matter for your bank or mobile money provider, though we will help with a report.

2. What happens to the votes

When a vote payment is refunded, the votes are removed from the contestant's total. This is recorded as a reversing entry in the vote ledger — the original entry is never deleted, so the history stays intact and auditable. It would not be fair to the other contestants for refunded money to keep counting.

3. Application fees

The application fee of GH₵100.00 covers the administrative cost of processing and assessing your entry. That work happens whether or not you are shortlisted, so the fee is not refundable once your application has been submitted.

We will refund an application fee if:

• you were charged more than once;
• you were charged but your application did not reach us;
• the edition is cancelled before auditions begin.

4. How to ask

Write to hello@missnaapageant.com or use the contact form and include:

• your payment reference — the fastest way for us to find the transaction;
• the name and email address used at checkout;
• what happened, in a sentence or two.

You can find your reference on your confirmation page, in your receipt email, or by searching on the vote verification page.

5. How long it takes

• We acknowledge your request within two working days.
• We reach a decision within seven working days, and tell you either way with a reason.
• Approved refunds are submitted to Paystack immediately.
• Money typically reaches mobile money wallets within three to five working days and cards within five to ten working days. That timing is set by your provider, not by us.

6. How a refund is authorised

A refund is requested by one member of staff and approved by another. Nobody can approve their own request except a super administrator, and a self-approval is flagged in the audit log. Every refund records who asked, who approved, the reason and whether the votes were reversed.

7. Chargebacks

If you dispute a payment with your bank instead of contacting us, the associated votes are removed while the dispute is investigated. Please talk to us first — we can usually resolve it faster than a chargeback, and without either side incurring fees.

8. If you disagree with our decision

Reply to the email explaining the decision and ask for it to be reviewed by the organising committee. Include anything you think we missed. A review is carried out by someone who was not involved in the original decision.