Refund Policy

Your ticket is a contract with the event organizer, so the organizer sets each event’s refund rules. TicketIt processes every eligible refund back to your original payment method — M-Pesa, card or bank.

You’ll always see an event’s refund terms before you pay.

If an organizer cancels an event, you’re entitled to a full refund of the ticket price. We start these automatically — you don’t need to ask.

If an event is postponed, your ticket stays valid for the new date. If you can’t make it, you can request a refund up to the event’s stated deadline.

Whether buyer-initiated refunds are allowed depends on the organizer’s policy for that event:

• Refundable events — cancel before the cutoff for a refund, minus any non-refundable fees.
• Non-refundable events — clearly marked at checkout; these can’t be refunded except where the law requires.
• Transfers — where enabled, you can send your ticket to someone else instead of refunding.

Open the ticket in your account and choose Request refund, or contact our support team with your order number. We’ll confirm eligibility and process it from there.

Once approved, refunds are sent within 3–10 business days. Mobile-money refunds usually clear fastest; card and bank refunds depend on your provider.

Platform fees are refunded together with the ticket price when an event is cancelled.