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Refund Policy – Clear, Fair & Transparent

Understanding your rights as a ticket buyer or Event Organizer. NyoteCreation provides a clear refund policy for event cancellations, postponements, and rescheduled events in Kenya.

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Introduction

NyoteCreation is committed to transparency and fairness. This Refund Policy outlines when and how ticket buyers can request refunds for event tickets purchased through our platform. We strongly recommend reading this policy carefully before purchasing tickets for any event.

1. Event Cancellation

If an event is fully cancelled by the organizer and will not be rescheduled:

  • Ticket holders will be notified promptly.
  • Notifications are sent via Email, SMS, WhatsApp, or the NyoteCreation platform.
  • Eligible customers may request a refund for their tickets.

2. Refund Amount – You Receive 90%

Refund Breakdown

You receive 90% of the ticket amount. 10% is retained as platform, transaction, and payment processing fees. This fee covers services already provided by NyoteCreation including ticket delivery, QR code generation, SMS notifications, and payment processing.

3. Event Postponement or Rescheduling

  • Tickets remain valid for the new date automatically.
  • Organizers may decide whether refunds are available for postponed events.
  • Attendees will be informed of any date or venue changes through email, SMS, and platform notifications.
  • If you cannot attend the rescheduled date, contact the event organizer directly for their refund policy.

4. Non-Refundable Situations

Refunds will NOT be provided in the following cases:

Failure to attend the event

No-shows are not eligible for refunds.

Change of personal plans

Personal schedule conflicts.

Arrival after event closure

Late arrivals cannot claim refunds.

Incorrect ticket selection

Wrong ticket type or quantity selected by customer.
Important Deadline: Refund requests must be submitted at least 7 days before the event date. Requests made within 5 days or less of the event will NOT be processed. No refunds will be issued after the event has ended.

5. How to Request a Refund

1 Contact NyoteCreation support via email or phone.
2 Provide your ticket number or order reference (found on your ticket or confirmation email).
3 If you are an event organizer, submit a written request letter to our support email explaining the cancellation.
4 Provide payment confirmation if requested for verification.
5 All refund requests are reviewed before approval – typically within 3-5 business days.

6. Refund Processing Time

  • Approved refunds are processed within 7–14 business days.
  • Processing time may vary depending on your payment provider (M-Pesa, bank, card issuer).
  • Refunds are sent to the original payment method used during purchase.
  • You will receive a confirmation notification once your refund has been processed.

7. Fraud & Abuse Protection

NyoteCreation takes fraud and abuse seriously:

  • NyoteCreation may reject fraudulent or abusive refund requests.
  • Any suspicious activity may be investigated thoroughly.
  • Users found violating this policy may be banned from the platform.
  • We reserve the right to report fraudulent activity to relevant authorities.

8. Contact Information for Refund Requests

Email
support@nyotecreation.co.ke
Phone / WhatsApp
+254 797 660 991
Website
Contact Form

9. Frequently Asked Questions (FAQ)

NyoteCreation charges a 10% platform fee per ticket sold. This fee covers ticket delivery, QR code generation, SMS notifications, payment processing, and platform maintenance. The fee is non-refundable as these services were already provided at the time of purchase.

Once approved, refunds are processed within 7–14 business days. The exact timing depends on your payment provider (M-Pesa, bank, or card issuer). You will receive a confirmation notification once the refund is completed.

For postponed or rescheduled events, tickets remain valid for the new date. Refunds for postponed events are at the discretion of the event organizer. If the organizer allows refunds, the standard 90% refund policy applies.

If an event is fully cancelled, ticket holders will be notified immediately. You may request a refund and will receive 90% of the ticket amount. The 10% platform fee is retained as per our policy. Contact our support team with your ticket number to initiate the refund process.

No. Changes of personal plans, inability to attend, or voluntary no-shows are not eligible for refunds as stated in our Non-Refundable Situations section above.
Policy Updates: NyoteCreation reserves the right to update this Refund Policy at any time. Changes will be communicated via email or platform notification. This policy was last updated on January 1, 2026.

Need to Request a Refund?

Contact our support team with your ticket number or order reference. We're here to help you with any refund-related questions.

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