Event Postponement and Cancellation Refund Policy
This policy governs ticket refunds for events organized in collaboration with Eventlive Services. By purchasing a ticket, the buyer acknowledges and agrees to these terms and conditions. These terms are legally binding and constitute the entire agreement between the ticket holder and Eventlive Services.
Event Postponement
• In the event of a postponement, all purchased tickets will remain valid for the rescheduled event.
• Refunds for postponed events may only be requested within seven (7) working days from the date of the official postponement announcement. Any requests made beyond this period will be automatically deemed invalid, and Eventlive Services shall have no obligation to process or honor such claims.
• Refunds for postponed events are subject to:
Consultation and approval by the event organizer and Eventlive Services, to be completed within five (5) working days of the refund request.
A deduction of applicable transaction fees, which typically range from 2% to 5% of the ticket value.
• Refunds may take up to 7 working days after approval, depending on the mode of payment and advice from the event organizer. Eventlive Services shall not be liable for delays caused by third-party payment processors.
• Eventlive Services shall make reasonable efforts to communicate postponements through:
Direct communication channels, such as the email address and mobile number provided during ticket purchase, using SMS or chat applications.
Official announcements on Eventlive Services' social media platforms.
• Eventlive Services shall not be held liable for any indirect, incidental, or consequential losses resulting from the postponement of an event, including but not limited to travel expenses, accommodation, or other associated costs.
Event Cancellation
• In the event of a cancellation, refunds will only be processed upon consultation with the event organizer. This consultation will occur within five (5) working days of the cancellation notice.
• If the event organizer has utilized the ticket funds for event preparations, Eventlive Services will await the organizer to refund the ticketing account. Ticket holders will be notified of the refund timeline, subject to the organizer’s ability to replenish the refund accounts.
• Refunds will strictly be issued:
To the original payment method used for the ticket purchase.
For group tickets, refunds will only be made to the purchaser's original payment method, whether a card or mobile money number.
• Eventlive Services shall make reasonable efforts to communicate cancellations through:
Direct communication channels, such as the email address and mobile number provided during ticket purchase, using SMS or chat applications.
Official announcements on Eventlive Services' social media platforms.
• Refund requests must be submitted within seven (7) working days of the official cancellation announcement. Requests beyond this period will not be processed, and Eventlive Services shall have no liability or obligation to process such claims.
• Eventlive Services shall not be held liable for any delays, disputes, or failures in refunds resulting from the organizer's inability to provide refund funds within the expected timeframe.
• In cases where the organizer does not provide funds within a reasonable period, ticket holders may escalate their concerns via the Eventlive Services customer support system for mediation or further action.
General Terms
• Force Majeure: Eventlive Services shall not be held liable for any refunds, claims, or losses arising from event cancellations or postponements caused by circumstances beyond its control, including but not limited to natural disasters, government-imposed restrictions, public health emergencies, acts of terrorism, or other unforeseen events.
• Transaction Fees: All refunds are subject to applicable transaction fees (2%-5%), which will be deducted from the refund amount. The ticket holder expressly waives any right to dispute these deductions.
• Refund Timelines: Refunds may take up to 30 working days depending on the mode of payment and external banking or mobile money processes. Eventlive Services shall not be liable for delays caused by third-party payment processors or financial institutions.
• Non-Transferability of Tickets: Refunds will only be issued to the original payment method used at the time of purchase. Tickets purchased through resale or transfer are not eligible for refunds unless explicitly authorized via Eventlive Services' support team and the event organizer.
• Ticket Holder Obligations: It is the sole responsibility of the ticket holder to provide accurate contact information at the time of purchase. Eventlive Services shall not be liable for any failure to communicate postponement or cancellation notices due to incorrect or outdated contact details provided by the ticket holder.
• Jurisdiction and Governing Law: This policy shall be governed by and construed in accordance with the laws of the Republic of Kenya. Any disputes arising from this policy shall be subject to the exclusive jurisdiction of the courts of Kenya.
Communication and Notification
• Eventlive Services will endeavor to communicate any postponement or cancellation of events through:
Email notifications to the address provided during ticket purchase.
SMS or chat applications using the mobile number provided during ticket purchase.
Official announcements on Eventlive Services' social media platforms.
• The ticket holder waives any claims against Eventlive Services for failure to receive such communications due to reasons beyond Eventlive Services' control, including but not limited to incorrect contact information, network issues, or email spam filters.
By purchasing a ticket, the ticket holder acknowledges and agrees to these terms in full. The ticket holder further waives any rights to initiate claims, lawsuits, or legal action against Eventlive Services arising from the postponement or cancellation of an event, except as explicitly provided for under this policy.