Strict Policy Enforcement
By completing a purchase on TicketsZetu, you explicitly agree to these terms. Exceptions are not made for buyer's remorse, illness, or failure to attend.
01. General Rule: All Sales are Final
Before purchasing tickets, please carefully review your event and ticket selection. Tickets purchased on TicketsZetu are non-refundable. We do not issue refunds for "buyer's remorse," scheduling conflicts, illness, or failure to attend the event.
02. Cancelled Events & Timelines
If an event is officially cancelled entirely by the Organizer and is not being rescheduled, you are entitled to a refund under the following conditions:
- •Escrow & Organizer Dependency: For standard events, TicketsZetu holds ticket funds securely in escrow and will initiate refunds directly. However, if the Organizer was approved for an early logistical payout, refunds will begin processing only after the Organizer legally remits the advanced capital back to our platform.
- •7-Day Claim Window: Refund requests must be submitted within seven (7) working days of the official cancellation announcement. Requests made beyond this period will be deemed invalid.
- •Face Value Only: You will be refunded the face value of the ticket. Platform and transaction fees are strictly non-refundable.
03. Original Payment Method
Refunds will strictly be issued to the original M-Pesa number or Card used for the ticket purchase. For group ticket purchases, the refund will only be sent to the primary purchaser's original payment method. We cannot split refunds across multiple accounts.
04. Postponed or Rescheduled Events
If an event is postponed, rescheduled, or moved to a different venue, no refunds will be issued. Your original ticket will be automatically updated and remain fully valid for the new date, time, or location.
05. Secondary Market Ban
Tickets purchased through resale, third-party scalpers, or transferred outside of the official TicketsZetu ecosystem are not eligible for refunds under any circumstances.
06. Processing Timelines
Once a refund is officially approved (and any advanced funds have been secured from the Organizer, if applicable), please allow 24 to 48 hours for M-Pesa reversals and 3 to 5 business days for Credit/Debit Card refunds to reflect in your account. Do not contact support regarding refund status until this window has passed.
07. Chargebacks & Payment Disputes
Bypassing our refund policy by initiating a fraudulent dispute or chargeback with your bank, credit card issuer, or mobile money provider (e.g., Safaricom) is a violation of these terms. Any account found initiating unjustified chargebacks will be permanently banned from using TicketsZetu for all future events.
08. Communication & Buyer Responsibility
TicketsZetu will endeavor to communicate cancellations or postponements via the Email or SMS provided during checkout. It is your sole responsibility to provide accurate contact information. We are not liable for missed communications due to typographical errors, changed phone numbers, or email spam filters.
09. Denied Entry & Code of Conduct
No refunds will be issued if you are denied entry to, or ejected from, an event by venue security or organizers for violating venue policies, underage drinking, intoxication, arriving late, or carrying prohibited items.
10. How to Request a Valid Refund
If an event has been officially cancelled and you meet the criteria above, do not email support directly. Please use our automated portal to expedite your request.
Self-Serve Refund Portal
Log in to your account to manage tickets and initiate valid requests.