Refund Policy

1. How ticket sales work here

Mtaani Tickets is a marketplace: Organizers list and run their own Events, and we handle payment collection, ticketing, and — once a sale is confirmed — crediting the Organizer's share of the ticket price to their in-platform wallet. This matters for refunds: if a refund is approved shortly after purchase, it is usually paid from funds we are still holding. If an Organizer has already withdrawn their share of a sale from their wallet, we will still process your refund and recover the corresponding amount from the Organizer, but this may take a little longer — we'll keep you updated if that's the case.

2. General policy

Ticket purchases are generally final and non-refundable, except in the situations described in this policy: the Event is canceled by the Organizer, materially postponed or rescheduled, or moved to a substantially different venue. We know that's stricter than a "no questions asked" policy — it's the same baseline used by most ticketing marketplaces, because ticket revenue is usually paid out to Organizers to cover real costs (venues, artists, suppliers) ahead of the event. Outside of the situations below, whether to offer a refund for a change of mind is at the Organizer's discretion, and we're glad to pass your request along to them.

3. If the event is canceled by the organizer

If an Organizer cancels an Event outright and it does not take place, you are entitled to a full refund of your ticket price, including any platform fee shown at checkout. We will notify affected Attendees by email and in-app notification as soon as we're made aware of a cancellation, and refunds are automatically queued for eligible bookings — you shouldn't normally need to request one yourself in this situation, but you're welcome to contact us if you haven't heard from us within a reasonable time.

4. If the event is postponed or rescheduled

If an Event is postponed to a new date, your existing ticket remains valid for the rescheduled date at no extra cost. If you're unable to attend on the new date, you may request a full refund within fourteen (14) days of the postponement being announced (see Section 8). Requests made after that window will be reviewed case by case.

5. Venue or other material changes

If an Organizer changes the venue to a materially different location, or makes another change that substantially affects the Event you booked (for example, swapping a headline act for a very different one), you may request a full refund within fourteen (14) days of the change being announced, following the same process as postponements above.

6. If you simply can't attend

If none of the situations above apply and you just can't make it, we're not able to guarantee a refund — but we'd rather help than say no outright. Contact us and, where possible, we'll pass your request to the Organizer, who may offer a refund, a transfer to someone else, or credit toward a future event at their discretion.

7. Free events

Since no payment is taken for free events, there's nothing to refund. If you can no longer attend a free event, please cancel your booking from your Dashboard (where available) so the Organizer has an accurate headcount and someone else on a waitlist can take the spot.

8. Requesting a refund

Today, refund requests are reviewed by our support team rather than through an automatic self-service button in the app. To request a refund:

1. Email mtaanitickets@gmail.com with the subject line "Refund request";
2. Include your booking reference (found in your confirmation email or on your Dashboard), the event name, and the reason for your request; and
3. If your request relates to a cancellation, postponement, or venue change, include the date you were notified of the change.

We aim to acknowledge every refund request within two (2) business days.

9. Refund method & timing

Approved refunds are paid back to the M-Pesa number used for the original booking. Once approved, refunds are typically processed within seven (7) business days, though refunds that require recovering funds already paid out to an Organizer (see Section 1) may take longer — typically no more than fourteen (14) additional business days. We'll let you know if your refund falls into that category.

10. Platform & M-Pesa fees

Where a full refund is due under Sections 3–5, we refund the platform fee along with the ticket price. Standard M-Pesa transaction charges levied by Safaricom on the original payment are outside our control and are generally not refundable by us, in line with Safaricom's own terms.

11. Chargebacks & payment disputes

If you dispute an M-Pesa payment directly with Safaricom instead of contacting us first, it may delay resolution, since we won't be aware there's an issue with your booking. We'd rather sort it out directly — please reach out to us first using the process in Section 8 so we can investigate and resolve it quickly.

12. Organizer responsibilities

Organizers are expected to honor refunds required under Sections 3–5 of this policy for their own Events. Repeated failure to do so, or a pattern of canceled or misrepresented Events, may result in suspension of an Organizer's account under our Terms of Service.

13. Changes to this policy

We may update this Refund Policy from time to time, for example as we introduce self-service refund requests or organizer-configurable refund windows. We will update the "Last updated" date above whenever we do.

14. Contact us

Questions about a refund can be sent to mtaanitickets@gmail.com.