Refund and Cancellation Policy

Last updated: 17 September 2026

This policy explains when a SMART 2026 National Quiz ticket can be refunded, and how a refund is returned to you. It forms part of our Terms of Service.

When we refund

• We cancel or reschedule the event. You may choose a refund of the ticket price, or keep your ticket for the new date where one is offered.
• You were charged but the payment did not complete. For example, a Mobile Money payment that left your account without a ticket being issued. We investigate with PawaPay and refund any amount genuinely taken.
• You were charged twice for the same order.
• A ticket was never issued despite a confirmed payment.

When we do not refund

• You change your mind, or can no longer attend.
• You arrive on a day the ticket is not valid for, or are refused admission for breaching the admission rules.
• A ticket has already been used, or its QR code has been shared and used by someone else.
• You bought from someone other than us.

Nothing in this policy limits any right you have under Zambian consumer law.

Cancelling a request you have not paid

If you started a payment and it has not been confirmed, you can cancel it yourself from the order's status page, without asking us. Cancelling releases the tickets back on sale immediately, and nothing is charged for the order. It is not a refund, because there is nothing to refund.

One thing cancelling cannot do is call a Mobile Money prompt back from your phone. If you had already approved it, that payment can still complete, and if it does we issue the tickets and email them to you. So if you are unsure, check the status on the page rather than paying again - never pay twice for the same order.

How refunds are returned

Refunds are returned directly by Elitrasmart Ltd, not through the website and not through PawaPay. Once a refund is approved, we contact you to arrange the return of the money, and refunds are paid back within 5 working days of approval. Nothing you do on the site moves the money: the website only records that we have returned it.

We return the money by the method you paid with, and we never refund to somebody else. For a Mobile Money payment we return it to the same Mobile Money wallet the payment came from; for cash, in person through a Elitrasmart Ltd branch.

If 5 working days have passed and you have not received the money, email elitrasmartltd@gmail.com or visit any branch listed on our contact page, quoting your refund reference, and we will trace it for you.

How to request a refund

Ask from the order itself: open the order from your dashboard, and use Request a refund at the bottom of the page, telling us why. You are given a request reference straight away, and you can withdraw the request while it is still open. You can also email elitrasmartltd@gmail.com or visit any branch listed on our contact page within the published trading hours. Mobile Money tickets are bought online at any time; the trading hours apply to our branches and to cash payments.

Every request is recorded and reviewed by a person, and you are emailed when it is received and again when it is decided, with the reason. Where a refund is approved it is returned by the method you paid with.

We may ask for information needed to verify the payment, such as the Mobile Money number used. We do not ask for your PIN, and we will never ask you to send it to us.

The service fee is not refundable

A service fee is added at checkout to cover the charges the Mobile Money provider and PawaPay make on your payment, and our handling of it. That charge is incurred by us as soon as the payment is made, and it is not returned to us when the payment is reversed, so the service fee is not refunded, including where a refund of the ticket price is approved.

In practice: an Ordinary ticket at K50 with a K3 service fee is charged as K53, and an approved refund returns the K50, not the K53. The fee is shown separately at checkout, with the total you are about to pay, so the amount that is refundable is known before you pay.

What happens to your tickets

When a refund is completed the tickets it covers are cancelled and can no longer be used for entry, and the ticket allocation returns to the pool. A refund cannot be reversed once it has been completed.

Part refunds

Where only part of an order is refunded, the remaining tickets stay valid. Our records show the amount refunded against the order.

Contact

Elitrasmart Ltd
Email: elitrasmartltd@gmail.com