Refund Policy
Effective 14 August 2026 · Last updated 14 August 2026
Plain version: if the event is cancelled, you get all your money back. If you change your mind, you get your money back as long as you ask before the window closes and you have not already been scanned in. The window is shown on every event before you pay.
1. When the organiser cancels
You are refunded in full, automatically, no matter what the event’s refund window said and no matter how close to the date it happens. You do not have to ask. We email you when it is approved and again when the money is sent.
If an event is postponed, your ticket moves to the new date. If the new date does not work for you, you can request a full refund.
2. When you change your mind
Each event sets its own window, chosen by the organiser and shown at checkout and on your ticket:
- Any time before the event — full refund right up to the start.
- Until 48 hours before — our default.
- Until 24 hours before.
- Non-refundable — some events, usually those with fixed catering or very limited capacity, allow no change-of-mind refunds. This is always stated before you pay.
Refunds are for the full ticket price. We do not charge you a fee to get your own money back.
3. When you cannot get a refund
- Your ticket has been scanned. You were let in; the thing you paid for was delivered.
- The window has closed and the organiser has not cancelled. By then they have committed to numbers.
- The event has started.
- The event was non-refundable and it is going ahead as described.
None of this applies if the event was cancelled, moved, or was materially different from how it was described. In those cases ask — you are covered by section 1.
4. Free tickets
Nothing was paid, so there is nothing to refund. Please release the ticket if you cannot come, so someone else can have the place.
5. How to ask
Open the ticket in the KanairoXO app and choose Request refund, or email [email protected] with your ticket number. Tell us briefly why — it helps, and the organiser sees it.
6. What happens next
- The organiser reviews the request. Most are answered within two working days.
- If approved, your ticket is cancelled immediately and stops working at the door.
- The money is sent back to the M-Pesa number or card that paid, normally within five working days of approval.
- We email you the M-Pesa confirmation code once it is sent. Keep it.
The refund goes to whoever paid. If someone bought your ticket for you, the refund goes back to them, and they are the one who has to request it.
7. If a refund is refused and you disagree
Write to [email protected] with your ticket number. We can review an organiser’s decision and overturn it where the policy above says you are owed a refund. Organisers set their own windows, but they do not get the final say on whether this policy applies.
8. Chargebacks
Please talk to us before disputing a charge with your bank or with Safaricom. A dispute freezes the money for weeks and usually takes longer than simply asking us. We answer every refund email.
9. Duplicate and mistaken payments
Charged twice, or paid for something you did not receive? Email us with the M-Pesa code. These are refunded in full regardless of any event window — a mistake is not a change of mind.
10. Contact
This Refund Policy forms part of our Terms & Conditions.