Refund Policy

1. Overview

This Refund Policy explains when and how refunds are issued for tickets and other items purchased through MOOKH. It forms part of our Terms of Service.

MOOKH provides the platform that organisers use to sell tickets. Except where stated otherwise, the event organiser sets the refund rules for their event, and those rules apply to your purchase.

2. Organiser refund policies

Each organiser may set their own refund and exchange policy for an event. Where an organiser has published a policy, it is shown on the event or at checkout and applies to your purchase. By completing a purchase, you agree to the organiser’s policy for that event.

If an organiser has not published a specific policy, tickets are generally non-refundable except as required by law or as set out below.

3. Cancelled or postponed events

If an event is cancelled or materially changed:

• Cancelled events: you are generally entitled to a refund of the ticket price, subject to the organiser confirming the cancellation.
• Postponed or rescheduled events: your ticket usually remains valid for the new date. If you cannot attend the new date, refund eligibility depends on the organiser’s policy.
• Significant changes: where there is a significant change to an event (such as venue or headline act), the organiser may offer a refund in line with their policy and applicable law.

4. Force majeure (events beyond our control)

Some cancellations, postponements, or changes happen because of events beyond the organiser’s or MOOKH’s reasonable control — for example natural disasters, fire, flood, severe weather, epidemics or pandemics, war, terrorism, civil unrest, government action or restrictions, or failures of essential infrastructure such as power or telecommunications (a “force majeure” event).

Where an event is affected by a force majeure event:

• the organiser’s published refund policy and your rights under applicable law continue to apply;
• the organiser may, at their discretion or as required by law, offer a refund, a credit, or a rescheduled date in place of a refund;
• booking, service, and processing fees may be non-refundable; and
• MOOKH acts only as the ticketing platform and is not liable for any loss you may suffer in connection with a force majeure event, including travel, accommodation, or other incidental or consequential costs.

Nothing in this section limits any non-excludable rights you have under applicable consumer law.

5. Fees and charges

Where a refund is approved, the ticket price is refunded according to the applicable policy. Booking, service, or processing fees may be non-refundable except where required by law or stated otherwise by the organiser.

Refunds are issued to the original payment method where possible. The time it takes for a refund to appear depends on your payment provider.

6. How to request a refund

To request a refund:

• Check the refund policy shown for your event and the eligibility above.
• Contact us at [email protected] with your order reference and the reason for your request.
• We will review your request, liaise with the organiser where needed, and let you know the outcome.

7. Changes to this policy

We may update this Refund Policy from time to time. We will revise the effective date at the top of this page whenever we make changes. The policy in force at the time of your purchase applies to that purchase.

8. Contact us

If you have any questions about refunds or need help with a request, contact us at [email protected] or by phone at +254 798 984828.