Refund Policy

Our ticket refund and cancellation policy

Refund Policy

Last updated: January 2026

General Policy

Refunds for event tickets are subject to the individual event organizer's policies. MATIKO facilitates ticket sales on behalf of event organizers and processes refunds in accordance with their specific terms.

Standard Refund Conditions

Event Cancellations

If an event is officially cancelled by the organizer:

  • You are entitled to a full refund of your ticket price
  • Refunds will be processed within 14 business days
  • You will receive notification via email and SMS
  • Refunds are issued to the original payment method (M-Pesa or Airtel Money)

Event Postponements

If an event is postponed to a new date:

  • Your tickets remain valid for the new date
  • If you cannot attend the new date, refund eligibility depends on the organizer's policy
  • Contact support within 7 days of the postponement announcement

Customer-Initiated Cancellations

For voluntary cancellations by ticket holders:

  • Refunds are only available if permitted by the event organizer
  • Processing fees may apply
  • Refund requests must be submitted at least 48 hours before the event
  • Some events may have non-refundable tickets

How to Request a Refund

  1. Contact our support team at info@matiko.com or +254700000000
  2. Provide your order number and ticket details
  3. State the reason for your refund request
  4. Our team will verify eligibility with the event organizer
  5. You will receive a response within 48 hours

Processing Times

  • Approved Refunds: Processed within 7-14 business days
  • M-Pesa Refunds: Typically 3-5 business days
  • Airtel Money Refunds: Typically 3-5 business days

Non-Refundable Situations

Refunds are generally not available for:

  • Change of mind after ticket purchase
  • Failure to attend the event
  • Lost or damaged tickets (replacements may be available)
  • Events that occur as scheduled
  • Tickets marked as "non-refundable" at time of purchase

Exceptions and Special Cases

In exceptional circumstances such as medical emergencies or force majeure events, we may work with event organizers to accommodate refund requests. Each case is evaluated individually.

Contact Us

For refund inquiries, please contact:

  • Email: refunds@matiko.com
  • Phone: +254700000000
  • Support hours: Monday - Sunday, 8:00 AM - 8:00 PM EAT