Refund Policy

The short version

• You can request a refund any time up to 7 days before the event starts.
• Refunds go back to the payment method you paid with — card or mobile money.
• If the organizer cancels the event, you're refunded in full automatically.
• The EventDeck platform fee is not deducted from your refund.
• Free events have nothing to pay, so there's nothing to refund.

When you can request a refund

Refunds are available platform-wide up to 7 days before the event's start time. Inside that final week, ticket sales become final — organizers lock in catering, security, and vendor bookings based on confirmed numbers, so late refunds aren't available.

The cutoff is calculated from the event's official start time shown on the event page. If an organizer changes the start time, the refund window follows the new time.

How to request one

• Open your order — use the link in your confirmation email, or look it up on the Find My Tickets page with the email you used at checkout.
• Choose "Request refund" and tell us briefly why — it helps organizers improve.
• We process the refund back to your original payment method.

Once processed, banks and mobile-money providers typically take 5–10 business days to show the money in your account. If it's been longer, contact us with your order number and we'll trace it.

What gets refunded

You get back the full price you paid for the refunded tickets. EventDeck's platform fee is not passed on to you, and we never charge an extra fee to process a refund. Any charge your bank or mobile-money provider applies on their side is outside our control.

Cancelled or rescheduled events

If an organizer cancels an event, every paid order is refunded in full — you don't need to do anything.

If an event is rescheduled, your ticket stays valid for the new date. If the new date doesn't work for you and the event is still more than 7 days away, request a refund as normal. If it's closer than that, reach out to support and we'll work it out with the organizer.

Inside the final week? Transfer your ticket instead

If the refund window has closed but you can't attend, you can send your ticket to someone else where the organizer has transfers enabled. Open your order, choose the ticket, and enter the recipient's email — they get their own copy and the QR code updates so only the newest holder can enter.