1. Refunds

Where a refund is approved, we return what you paid less the platform commission of 5%. The commission covers the payment processing and marketplace costs that were already incurred when the sale went through, and it is not recoverable once a transaction completes.

For example, on a Ksh 1,000 ticket at a commission of 5%, an approved refund returns Ksh 950 to you.

Refunds are sent back to the M-Pesa number that made the original payment. We cannot refund to a different number, and we cannot refund in cash.

Approved refunds are normally sent within 7 to 14 working days. How quickly the money appears after that depends on M-Pesa.

The one exception is a sale that never actually completed — see "Payment Failures" below. In that case you are refunded in full, with no commission deducted.

2. General Policies

• All prices and refunds are in Kenyan Shillings (KES).
• Tickets are non-refundable once issued, unless the event is cancelled, the event is materially changed, or another section of this policy applies.
• A ticket that has already been scanned and used at the door cannot be refunded.
• For product orders, the deposit you pay at checkout is refundable — less commission — if the shop cancels, cannot fulfil the order, or fails to deliver within a reasonable time.
• Once an order has been delivered or collected, the sale is final, except where the item is faulty, missing, or materially not as described. Raise that within 48 hours of receiving it.
• Changing your mind is not on its own a ground for a refund.
• Shop advertising is prepaid and is not refundable once the advert has started running.
• Refunds are only ever issued to the person who made the payment.
• EveryFinder is a marketplace, so a refund decision does not replace any separate agreement you made directly with a shop or an organizer.

3. Payment Failures

If an M-Pesa payment fails, is cancelled at the PIN prompt, or times out, no money leaves your account and no ticket or order is created. You can simply try again.

Occasionally a payment succeeds on M-Pesa but the confirmation does not reach us straight away. When that happens the payment stays in a pending state while our system reconciles it. Reconciliation runs automatically and usually completes within a few minutes.

If money left your account and you have an M-Pesa confirmation SMS but still have no ticket or order after 30 minutes, treat it as a payment issue and report it. Do not pay again.

If a payment is confirmed but what you paid for is no longer available — for example a ticket type sold out or a product went out of stock while you were paying — the sale never completed, so we refund the full amount with no commission deducted.

Duplicate payments for the same order or ticket are refunded in full, with no commission deducted on the duplicate.

4. How to Report a Payment Issue

Report a payment issue as soon as you notice it, and in any case within 7 days of the payment. Contact us using the details at the bottom of this page and include:

• The M-Pesa confirmation code from the SMS, for example QK12ABC34D.
• The exact amount, and the date and time of the payment.
• The phone number the payment was made from.
• The event or product name, and the order or ticket reference if you have one.
• A screenshot of the M-Pesa confirmation message, if you can attach one.

We acknowledge reports within 2 working days and aim to resolve them within 14 working days. Cases that depend on our payment partner can take longer, and we will keep you updated while they are open.

Reporting an issue to us does not stop you from also contacting M-Pesa, but please tell us if you do, so we do not process the same reversal twice.

5. Event Cancellation

If an organizer cancels an event, everyone holding a ticket is entitled to a refund of what they paid, less the 5% platform commission, unless the organizer agrees to cover the commission themselves.

If an event is postponed or the venue changes, your existing ticket stays valid for the new date and place. If the new arrangement does not work for you, request a refund within 7 days of the change being announced.

Organizers must tell us and their ticket holders as soon as a cancellation is decided. Where an organizer has already withdrawn funds for an event they then cancel, that organizer is responsible for returning the money, and we may withhold their future payouts to cover it.

If we remove an event because it breached our Terms of Service, ticket holders are refunded and the organizer receives no payout for it.

We do not refund travel, accommodation, or any other cost you incurred in order to attend an event.

6. Dispute Resolution

If you disagree with a refund decision, reply on the same support thread within 14 days and tell us why, adding any new evidence you have.

We review the evidence from both sides — the listing as it was published, the payment records, delivery or ticket scan records, and the messages between you — and give you a final written decision.

While a dispute is open we may hold the disputed amount, or the related organizer payout, until it is resolved.

This process does not affect your statutory rights, or your right to raise the matter with M-Pesa or with a court. The dispute resolution and governing law sections of our Terms of Service also apply.

7. Exceptions

We will not issue a refund where:

• The ticket has already been scanned and used to enter the event.
• The event went ahead as advertised and you simply did not attend.
• The request is made after the event has taken place and the event ran as advertised.
• The product was accurately described and delivered as ordered, and you changed your mind.
• The item was damaged after delivery, or through misuse.
• Delivery failed because the address or phone number you provided was wrong, or you could not be reached.
• The request is fraudulent, or the same payment is already being disputed with M-Pesa.
• An advertising plan has already started running.
• The request is made outside the time limits set out in this policy.

Commission is not refunded on an approved refund, except where the sale never completed, where the payment was a duplicate, or where we cancelled the transaction ourselves.

8. Contact Us

To request a refund or ask about this policy, contact us here: