Ticket Yetu

Refund Policy

1. Purpose and Scope

This Ticket Refund Policy ("Policy") sets out the circumstances and procedure for refunds for tickets purchased through TicketYetu for events organised, promoted, sponsored or otherwise presented by Radio Africa Limited ("RAL") and/or its affiliates, partners, agents or appointed event organisers (collectively, the "Event Organiser").

This Policy should be read together with the applicable ticket terms, event-specific terms and information issued for the relevant event. By purchasing a ticket, the Ticket Holder agrees to this Policy, subject to rights that cannot lawfully be excluded under Kenyan law.

2. General Refund Rule

Unless expressly stated otherwise, or required by applicable law, ticket sales are final and non-refundable. Ticket Holders should confirm the event date, time, venue, ticket category and other applicable details before completing a purchase.

Nothing in this Policy excludes or limits any statutory consumer or other mandatory rights available under the laws of Kenya.

3. When a Refund May Be Available

  • Event cancellation: Where an event is cancelled and is not rescheduled, eligible Ticket Holders may be offered a refund in accordance with the arrangements communicated by the Event Organiser.
  • Material change: Where there is a material change to the nature, date or venue of an event, or another substantial change that materially affects the Ticket Holder's enjoyment, the Event Organiser may offer a refund, replacement ticket or other remedy.
  • Applicable law: A refund will be provided where and to the extent required by applicable law.
  • Discretionary refund: The Event Organiser may, acting reasonably, authorise a refund or other remedy in circumstances not expressly covered by this Policy.

4. Circumstances Where a Refund Is Not Ordinarily Available

A refund will not ordinarily be available where the issue arises from the Ticket Holder's personal circumstances, including:

  • change of mind or personal plans;
  • illness, personal emergency, work or family commitments;
  • travel, transport or accommodation difficulties;
  • purchase of the wrong ticket category, date or event; or
  • failure to obtain required personal or travel documentation.

A refund will also not ordinarily be available where:

  • the Ticket Holder does not attend, arrives after the applicable entry deadline, or is refused admission or removed for misconduct or breach of event, venue or security requirements;
  • the ticket is lost, stolen, damaged, duplicated, altered, counterfeit or otherwise invalid due to circumstances attributable to the Ticket Holder;
  • the ticket was purchased from an unauthorised third party;
  • the event proceeds despite weather or other conditions that do not make it unsafe or impossible to hold the event;
  • there are only minor or incidental changes to the programme, supporting acts, timings, production or seating arrangements; or
  • the claim is based solely on personal preference or subjective expectations regarding the event, venue, performance, programme, food, beverages, seating or atmosphere.

5. Postponed, Rescheduled or Cancelled Events

For a postponed or rescheduled event, the Event Organiser will communicate the new date and applicable arrangements through TicketYetu or other reasonable channels. Unless otherwise stated, tickets for the original event will remain valid for the rescheduled event.

Where refunds are made available following a postponement, rescheduling or cancellation, the Event Organiser will communicate the eligibility requirements, refund procedure and any deadline for submitting a request. A Ticket Holder who chooses not to attend a rescheduled event is entitled to a refund only where the Event Organiser has expressly made refunds available or where required by law.

6. Refund Amount and Method

Where a refund is approved, it will ordinarily cover the ticket purchase price actually paid for the affected ticket. Unless required by applicable law or expressly stated otherwise, booking, convenience, service, delivery, transaction, payment-processing and other ancillary charges may be excluded.

Approved refunds will ordinarily be processed to the original payment method, where reasonably practicable. Where this is not possible, an alternative reasonable payment method may be used. The time taken to receive a refund may depend on the relevant bank, mobile money operator, payment processor or other third-party service provider.

7. How to Request a Refund

Where refunds are made available, requests must be submitted through the refund channel specified by TicketYetu or the Event Organiser and within the stated deadline.

A refund request may require:

  • full name and contact details;
  • ticket or booking reference number and proof of purchase;
  • payment or transaction details;
  • event details and the reason for the request, where applicable; and
  • reasonable supporting information needed to verify the ticket and process the refund.

TicketYetu and/or the Event Organiser may reject a request that cannot reasonably be verified, relates to an invalid, duplicated or fraudulent ticket, or does not meet the applicable refund criteria.

8. Fraud, Verification and Third-Party Tickets

TicketYetu and/or the Event Organiser may verify ticket validity and ownership before approving a refund. Refund processing may be suspended while suspected fraud, abuse or misuse is investigated. Tickets obtained from unauthorised third parties may not be eligible for a refund.

Where a ticket has been lawfully transferred, any refund entitlement remains subject to the original ticket purchase, verification requirements and applicable event terms. The Event Organiser is not ordinarily responsible for private disputes arising from the resale or transfer of tickets.

9. Force Majeure and Unforeseen Events

Events may be postponed, rescheduled, relocated, modified or cancelled where circumstances beyond the reasonable control of the Event Organiser make the event impracticable, unsafe or unlawful, including severe weather, natural disasters, epidemics or pandemics, fire, civil unrest, terrorism, government or regulatory action, industrial action, power or telecommunications failures, security threats and venue emergencies. Any refund or other remedy will be determined under this Policy, the arrangements communicated for the event and applicable law.

10. No Double Recovery

A Ticket Holder is not entitled to more than one refund or other financial remedy for the same ticket unless expressly authorised or required by law. A ticket that has been refunded will ordinarily cease to be valid for admission.

11. Communications and Data Protection

Refund arrangements may be communicated through TicketYetu, email, SMS, the Event Organiser's website or other reasonable channels. Ticket Holders are responsible for keeping their contact details accurate and accessible.

Personal information submitted in connection with a refund request may be processed for ticket verification, refund processing, fraud prevention, customer service, accounting and legal or regulatory compliance, in accordance with applicable data protection law and the relevant privacy practices.

12. Governing Law and Statutory Rights

This Policy is governed by the laws of the Republic of Kenya. Nothing in this Policy excludes, restricts or limits any right or remedy that cannot lawfully be excluded, including rights under applicable consumer protection and data protection legislation. Where a provision of this Policy conflicts with a mandatory requirement of law, the mandatory requirement will prevail.