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Legal

Refund & Ticketing Policy

Last updated: 15 October 2026

Draft — requires legal review. ODPC registration is in place (GNOVATION LIMITED — Data Processor, cert. 03580/1). This policy text is a working draft and should still be reviewed by counsel before public launch.

This policy explains how refunds, cancellations and ticket changes work. It forms part of our Terms & Conditions.

1. When you get a refund

  • Event cancelled by the Organiser: a full refund of the amount you paid, less any non-recoverable third-party payment fees.
  • Event postponed or materially changed (date, venue or headline programme): your choice of a refund (within the window stated on the event page) or keeping your ticket for the new date.
  • Duplicate or fraudulent charge: refunded in full once verified.
  • Order cancelled by us for a pricing/technical error or breach of our terms: refunded in full.

2. When you don’t get a refund

  • Change of mind after payment is confirmed.
  • Non-attendance, late arrival or refusal of entry under venue rules.
  • The unused portion of a partly-redeemed ticket (the redeemable balance is not refundable as cash).
  • Loss or sharing of a ticket that has already been scanned.

3. The KES 500 redeemable portion

Where a ticket is priced at KES 1,000 with KES 500 redeemable, the redeemable portion is event-day credit at participating vendors. It is not cash, is not refundable if unused, and does not roll over. If the event is cancelled by the Organiser and you receive a refund, the refund covers the amount you actually paid.

4. How to request a refund

  1. Reply to your order confirmation, or contact support from the event page, quoting your order reference.
  2. We will confirm eligibility and, where approved, return the funds to the original payment method.
  3. Approved refunds are typically completed within 5–14 business days, depending on the payment provider.

5. Contact

Refund queries: support@gnovation.tech, quoting your order reference.