Refund Policy

Afreeket is the ticketing platform; the organiser is normally responsible for delivering the event and setting its event-specific refund terms. The terms shown on the event page and at checkout form part of your purchase. Afreeket may administer an approved refund on the organiser’s behalf.

This policy provides the platform baseline. If an event-specific policy offers better terms, those better terms apply. Nothing in this policy limits a refund, cancellation or consumer right that applicable law requires.

• The organiser cancels the event and it does not take place.
• The event is postponed or moved and the organiser offers refunds, or the change is material and applicable law gives you a cancellation right.
• The organiser materially changes the advertised event, such as its core experience or venue, and confirms refund eligibility.
• You were charged more than once for the same intended order and the duplicate charge is verified.
• Payment succeeded but no valid ticket can be issued, and support cannot correct the issue within a reasonable time.
• The event-specific policy permits a change-of-mind or personal-circumstances refund within a stated deadline.
• Afreeket, the organiser, payment provider or applicable law otherwise approves or requires the refund.

• You change your mind, can no longer attend, arrive late, go to the wrong venue or do not meet a clearly disclosed age, identification, dress or entry requirement.
• You are removed or refused entry for unsafe, unlawful, abusive or prohibited conduct or for breaching published venue rules.
• A supporting act, speaker, session order or start time changes without materially changing the event, unless the organiser’s policy says otherwise.
• You buy from an unauthorised reseller, share your QR code, or another person uses a valid code before you.
• You request a refund after the event-specific deadline or after the ticket has been validly scanned or used.
• Travel, accommodation, food, merchandise or other third-party costs are affected. Those purchases are governed by their own providers’ terms.

• Open the ticket or order in your Afreeket account and use the refund option if it is available, or email support@afreeket.com.
• Include the order or ticket reference, event name, purchaser email or phone number, reason for the request and any useful evidence.
• Submit the request before the deadline shown in the event policy or cancellation notice.
• Keep the ticket unused while the request is reviewed. A validated or transferred ticket may no longer qualify.
• Allow Afreeket and the organiser a reasonable period to verify the order, payment, ticket status and event circumstances.

The refund notice or event policy will state what is returned. For a cancelled event, this will generally include the ticket price and any buyer fee that applicable law or the organiser’s terms require to be returned. Payment-provider, currency-conversion, delivery or other amounts may be non-refundable where they were clearly disclosed, already incurred and lawfully retained.

Partial refunds may apply where only part of an order is eligible, an event is partially delivered, or the buyer accepts a partial remedy. Any deduction will be explained. We do not charge a separate fee merely to submit a valid refund request.

After approval, Afreeket initiates the refund to the original payment route where possible. Many refunds appear within 5–10 business days after initiation, but mobile-money operators, banks and card issuers control final posting and may take longer. Weekends, public holidays, currency conversion, expired cards and network investigations can add time.

• An approval message is not the same as funds appearing in your account; keep the refund reference supplied to you.
• If the original method cannot receive the refund, we may request secure verification before using another lawful method.
• Contact support if the stated processing window has passed. Do not send full card numbers, PINs, passcodes or mobile-money credentials.

• A refund is ordinarily returned to the original purchaser and payment method, even if the ticket was assigned or transferred to someone else.
• For a multi-ticket order, the purchaser should identify the exact tickets affected. Group or bundle conditions may require the entire bundle to be handled together.
• A complimentary ticket has no cash value. Discounted tickets are refunded only up to the amount actually paid.
• A used promotion, voucher or credit may be restored, reissued or treated according to its published conditions rather than paid in cash.

• Publish clear refund terms before sales begin and apply them consistently and lawfully.
• Notify Afreeket immediately of cancellations, postponements, venue changes and other material changes.
• Maintain sufficient funds or reserves for expected refunds and authorise valid refunds promptly.
• Respond to information requests and attendee complaints within the timeframe communicated by Afreeket.
• Do not direct buyers away from Afreeket to avoid platform records, fees or lawful refund responsibilities.

Please contact Afreeket before starting a payment-provider dispute so we can investigate and often resolve the matter faster. Starting both processes can delay reconciliation. A chargeback is decided by the payment provider under its rules and does not guarantee a different result.

We may provide relevant transaction, ticket-delivery, account and scan records to the payment provider. Fraudulent or abusive disputes may lead to account restrictions and recovery of amounts lawfully owed, but making a genuine complaint will not by itself affect your access.

If you disagree with a decision, reply with the refund reference and explain what you believe was missed. A team member not involved in the initial review may reassess the available records. You may also use any complaint or consumer-protection channel available under applicable law.

For refund help, email support@afreeket.com. Include only the information needed to locate the order; never send a PIN, password, one-time code or full payment credential.