Refund policy

If an event is cancelled and not rescheduled, you get a full refund of the ticket price, automatically. You don't need to ask.

• Your ticket stays valid for the new date or venue.
• If you can't make the new date, you can ask for a full refund within 14 days of the change being announced.

• If a paid stream doesn't start, or stops for a long time, because of a problem on our side or the organiser's, you get a full refund or, if you prefer, keep access to the replay.
• Short interruptions, or problems caused by your own internet connection, device or data bundle, don't qualify for a refund.

Tickets can't be refunded if you change your mind or can't attend, unless the event is cancelled, postponed or moved. Tickets can't be moved to another account.

If you were charged more than once for the same ticket, or your payment went through but no ticket appears in My Tickets, contact us with your M-Pesa or card reference and we'll refund the extra payment in full.

• Tickets cancelled because they were resold, shared or used to break our terms.
• Being refused entry or removed from the venue for breaking venue rules or the law.
• Entry passes that have already been scanned at the gate.

Email hello@zuqa.co.ke from the email address on your account (or include your phone number), with the event name and your payment reference.

Approved refunds go back to the way you paid: M-Pesa payments to the same M-Pesa number, card payments to the same card. We send them within 14 working days of approval. Your bank or card provider may take a few more days to show it.