1. The short version
- Event cancelled: full refund, including the service fee.
- Event postponed: your ticket is valid for the new date, or request a refund within 14 days.
- Changed your mind: refunds depend on the organiser; see below.
2. Refund timeline
| Situation | Refund |
|---|---|
| Event cancelled by organiser | 100% incl. service fee |
| Request 7+ days before the event (if the organiser allows) | Ticket price, less 3% service fee |
| Request under 7 days before | At the organiser's discretion |
| Event has taken place | No refund |
| Duplicate or wrong charge | 100% |
3. Online events
Online passes can be refunded until the first session starts if you have not joined. Once you have joined a session, individual sessions are not refundable. If a session is not delivered, you will be refunded for it.
4. Group and invoice orders
Unpaid invoice orders can be cancelled any time before payment at no cost. Paid group orders follow the same rules as individual tickets, applied per ticket.
5. How to request a refund
- Open My tickets and note your order ID, or find it via Resend my ticket.
- Send it to us via the contact form with a short reason.
- We review within 2 working days and tell you the outcome by email.
6. When the money arrives
Approved refunds are returned to your original payment method. M-Pesa refunds usually arrive within 3 working days; cards can take 5 to 10 working days.
7. Demo site
On this prototype, payments are simulated, so there is nothing to actually refund.
Questions about this page? Contact us or visit the Help centre.