Refund & Cancellation Policy

Tickets are sold by event organizers; TicketGuru processes the sale. If an event is cancelled you're protected and refunded. Otherwise, refunds follow the organizer's policy shown on the event page.

If an organizer cancels an event, you receive a full refund of the ticket face value to your original payment method — no action needed beyond confirming your details if we ask.

Your ticket stays valid for the new date. If you can't make the new date, you may request a refund of the face value within 14 days of the change being announced.

Because tickets grant entry to a specific event, all sales are final unless the organizer's policy says otherwise. Where an organizer allows refunds, the terms on the event page apply.

Card payments carry a Paystack processing fee that is charged by the payment provider, not TicketGuru. On refunds, the ticket face value is returned; the third-party card processing fee may be non-refundable. M-Pesa payments have no such surcharge.

Refunds go back to the original payment method. M-Pesa refunds are typically instant; card refunds can take 5–10 business days to appear, depending on your bank.

Can't attend? You can transfer your ticket to someone else from your wallet. To keep things fair, any resale is capped at the original face value.

Email support@ticketguru.co.ke with your order number. We'll confirm eligibility against the event's policy and process it promptly.