Refund Policy

1. Overview

Offbeat provides ticketing technology for event organisers. In most cases, the organiser is the seller of record and sets refund rules for their event. This policy explains how refunds are handled on our platform and how you can request help.

2. Organiser policies apply first

Before you complete checkout, review the event page and any refund or exchange terms shown there. Unless we state otherwise at checkout, the organiser's policy controls whether tickets are refundable, exchangeable, or transferable.

If an event page says "no refunds" or "refunds until [date]", that organiser policy applies to your purchase.

3. Cancelled or postponed events

If an organiser cancels an event, you are typically entitled to a refund or alternative date as set out in the organiser's policy and applicable Kenyan consumer law. If an event is postponed, your ticket may remain valid for the new date, or the organiser may offer a refund—follow instructions communicated by the organiser or on the event page.

Offbeat will cooperate with organisers to process approved refunds through the original payment method where possible.

4. How to request a refund

1. Contact the event organiser first using details on the event page or in your ticket email.
2. If the organiser approves a refund, they (or our support team on their behalf) will initiate it in our system.
3. If you cannot reach the organiser, email us using the contact details below with your order reference, event name, and reason for the request.

We may ask for proof of purchase and identity before processing a refund.

5. Refund method and timing

Approved refunds are returned to the original payment method where technically possible:

• M-Pesa: usually within a few business days after approval, subject to Safaricom processing times.
• Pesapal (Airtel Money or card): timing depends on Pesapal and your payment provider; typically within 5–14 business days.
• Lipa Pole Pole instalments: refunds apply to amounts already paid. Future instalments are cancelled once a refund is confirmed. Partial refunds may be calculated on the paid balance only.

Platform or payment fees may be non-refundable where permitted by the organiser's policy and payment partner rules.

6. Non-refundable situations

Refunds are generally not available when:

• The organiser's policy states that sales are final.
• You cannot attend for personal reasons and the event proceeds as scheduled.
• You are refused entry for breaching venue rules, age limits, or conduct requirements stated by the organiser.
• Tickets were obtained through unauthorised resale or duplication.
• A chargeback is filed without first contacting us or the organiser to resolve the issue.

7. Duplicate or erroneous charges

If you were charged twice for the same order or charged an incorrect amount due to a platform error, contact us promptly with transaction details. We will investigate and refund verified duplicate or erroneous charges.

8. Exchanges and transfers

Exchanges or name changes are at the organiser's discretion unless stated on the event page. Some events allow ticket transfer through your account or by contacting the organiser directly.

9. Chargebacks

Please contact us or the organiser before disputing a charge with your bank or mobile-money provider. Unwarranted chargebacks may result in ticket cancellation and account suspension.

10. Changes to this policy

We may update this Refund Policy from time to time. The effective date at the top will change when we do. Purchases remain subject to the policy in effect at the time of sale, together with the organiser's event-specific terms.

11. Contact

Questions about refunds or to escalate an organiser decision:

• Email: hello@offbeat.co.ke
• Phone: +254112362021