This policy explains when you can get your money back for tickets and experiences bought on Aiyo Tickets, how, and how fast. Every event and experience page shows its own refund rule above the checkout, and the same rule is on your tickets. Nothing here limits your rights under the Consumer Protection Act, 2012.
1. The rule on each listing
The organiser chooses one of these rules before selling:
- No refunds: you can't cancel tickets yourself. You are still refunded if the event is cancelled, postponed or materially changed (sections 2 to 4).
- Refunds up to 7 days before: cancel at least 7 days before the start for a full refund.
- Refunds up to 48 hours before: cancel at least 48 hours before the start for a full refund.
To cancel, open your ticket link (in your SMS or email, or from Find my tickets) and tap Request a refund. Tickets already scanned at the gate can't be refunded, and refunded tickets stop working straight away.
2. If the organiser cancels
Whatever the listing's rule, you get a full refund of everything you paid, including every lipa mdogo mdogo payment. It happens automatically; we tell you by SMS (and email if we have it). You don't need to apply.
3. If the event is postponed
Your tickets stay valid for the new date. If you can't make it, ask for a full refund from your ticket page within 14 days of being told about the new date, whatever the listing's usual rule.
4. If the event changes materially
If the headline act, the venue's town, or the main thing you paid for changes, or an experience can't provide a major part of the itinerary, contact us within 7 days of being told (or of the event, if you found out there). You can choose a full refund, or a partial refund for the part not provided. Changes to support acts, set times or minor itinerary details are not material.
5. Lipa mdogo mdogo (instalments)
- The deposit holds your place, and the due dates are shown before you pay. We remind you by SMS before each one.
- If the balance is not paid by the final due date, the booking lapses: the deposit is kept by the organiser to cover the place held for you, and everything you paid after the deposit is refunded.
- To cancel an instalment booking yourself, contact us. The listing's rule applies to what you paid after the deposit.
- If the organiser cancels, everything you paid is refunded.
6. Experiences
Trips often involve deposits the operator pays to hotels, transport and race organisers. The listing shows the operator's cancellation rule and payment order (which costs your deposit covers first). If you cancel within the rule, you are refunded in full; outside it, you are refunded whatever the operator can recover. If the operator cancels, you get everything back.
7. Payment problems
- Charged but no tickets: if M-Pesa took the money but no order came through, it is matched automatically within minutes. If not, contact us with the M-Pesa receipt number and we issue the tickets or refund you within 2 working days.
- Paid twice: the extra payment is refunded in full.
- Sent to the wrong Paybill or number: ask Safaricom for a reversal (dial 456 or forward the message). We help where the money reached us.
8. How and when refunds are paid
Refunds go back to the M-Pesa number that paid, within 7 working days of being approved (usually much sooner). If that number can no longer receive money, tell us another number in the buyer's name. You get back the full ticket price you paid. There was no booking fee, so there is nothing else to return; M-Pesa charges you paid Safaricom to send money are outside our control.
9. Not refundable
- Tickets already used at the gate, or entry refused because of the holder's own conduct, age or breaking venue rules.
- Tickets voided for resale above face value or fraud.
- Missing an event that went ahead as advertised, for example through travel delays or lateness.
- Invitations, which are free.
10. Contact
Email info@aiyotickets.com with your order number (it starts with ORD-) or M-Pesa receipt. We reply within 2 working days.