Buyer Trust · Event Operations
A refund policy belongs inside the ticket product from the beginning. It tells buyers what happens when an event is cancelled, postponed, materially disrupted or no longer works for their plans.
A useful event refund policy should state, before checkout, what happens if the organiser cancels, what happens if the date changes, whether buyers can request refunds for personal reasons, the deadline for requests, the payment method used for refunds, expected processing time, ticket-transfer rules and the official support channel.
Why this matters: Nairobi has seen both cancellation and disruption cases
In September 2024, Day Two of WalkerTown was badly affected by heavy rain and technical challenges. EABL later announced a 100% refund for Day Two ticket holders after Lauryn Hill’s performance was substantially delayed and Nyashinski’s set was cancelled, with refunds promised within two weeks.[1]
In June 2025, Blankets & Wine cancelled its 29 June Nairobi edition after consultations over security risks linked to anticipated demonstrations. The organiser announced full refunds for that edition and proportional refunds for season-ticket holders, to be processed within 14 working days through the original payment method.[2]
Those were different situations, but the buyer question was the same: “What happens to my money now?” A good policy should answer that before the crisis.
1. Separate cancellation from postponement
Cancellation means the contracted experience will not happen. Postponement means it is being moved to another date. They should not be treated as interchangeable words in a refund policy.
Tikosocial’s current Terms of Service require event organisers using the platform to issue full or partial refunds, as applicable, when an event is cancelled except in a verifiable case of force majeure. The terms separately state that postponement does not itself constitute cancellation, while encouraging organisers to consider refunds when buyers cannot attend the rescheduled date.[3]
Whether you are an organiser or buyer, that distinction should be clear at checkout rather than discovered in a support email later.
2. State what happens when the buyer changes their mind
Not every refund request comes from an event failure. People get sick, travel changes, work happens and groups fall apart. The organiser should say whether those personal-change requests are refundable, transferable, creditable or final.
If the answer is “no refunds for change of mind”, write that plainly. If ticket transfer is allowed, explain the deadline and method. Ambiguity creates arguments at exactly the moment the support team is busiest.
3. Put the timeline in the policy
“Refunds will be processed” is incomplete. Buyers want to know whether that means three days, fourteen working days or a month.
Blankets & Wine’s 2025 cancellation notice is a useful communication example because it identified the refund scope, the processing window and the method: 14 working days via the original payment method.[2] WalkerTown’s Day Two statement similarly gave a two-week timeframe.[1]
4. Explain where the money comes from and who handles the request
Ticketing platforms and event organisers do not always have the same role. Tikosocial’s current terms describe the platform as processing transactions on behalf of organisers and say refund requests are generally forwarded to the relevant organiser for approval unless the cancellation provisions apply.[3]
For buyers, the practical takeaway is to keep the ticket, payment confirmation and official event communications. For organisers, it is to make sure the ticketing partner, settlement structure and refund reserve can actually support the policy being advertised.
5. A refund policy should not try to cancel consumer law
Kenya’s Consumer Protection Act provides cancellation and refund remedies in specified circumstances, including obligations that can arise when a consumer validly cancels a consumer agreement and where illegal charges have been paid. The exact outcome depends on the agreement, the statutory right being relied on and the facts of the case.[5]
This article is practical guidance, not legal advice. For a high-value or complex event, the organiser should have the final terms reviewed professionally.
A plain-English refund policy checklist
| The policy should answer | Example of the information needed |
|---|---|
| If the organiser cancels | Full/partial refund rule, fees treatment and timing. |
| If the event is postponed | Whether the ticket rolls over and when a refund can be requested. |
| If the buyer cannot attend | Refund, credit, resale or transfer rules. |
| If the programme changes | What counts as a material change, if defined. |
| How to request a refund | Official email/form and required proof. |
| When money returns | Processing window and original payment method. |
What good refund communication sounds like
It is specific, calm and complete: “The event has been cancelled. All ticket holders will receive a full refund to the original payment method within 14 working days. You do not need to submit a request. For questions, contact…”
What it should not sound like is five Instagram Stories, two deleted posts and a comment section where buyers are trying to work out whether the event is cancelled, postponed or “being rescheduled soon”.
Refunds are expensive, but confusion is more expensive. A clear policy reduces support load, protects buyer trust and forces organisers to think through cancellation risk before ticket revenue is already committed elsewhere.
Frequently asked questions
Do cancelled events in Kenya have to refund buyers?
The outcome depends on the contract and applicable law. Tikosocial’s current terms require applicable refunds for cancelled events except in a verifiable force-majeure case, while Kenya’s Consumer Protection Act provides refund remedies in specified cancellation and illegal-charge situations.[3][5]
Does postponement automatically mean a refund?
Not necessarily. Check the organiser’s published policy and the platform terms. Tikosocial’s current terms distinguish postponement from cancellation and say postponed-event refunds are subject to organiser policy/discretion.[3]
What should a buyer save after purchasing a ticket?
Keep the ticket, payment confirmation, event terms shown at purchase and any official cancellation or postponement notice.
For more on planning around a public holiday, see our Mashujaa event planning checklist.
