This Refund & Cancellation Policy explains when and how ticket refunds, cancellations, and credits are handled on Haaafla. It supplements our Terms of Service.
Haaafla is a marketplace facilitator: organizers are the sellers of tickets and hosts of events. Refunds for buyer-initiated changes are governed by the policy below and the organizer’s own terms; Haaafla processes eligible refunds and credits and assists with disputes.
You may cancel a ticket up until 48 hours before the event start time.
Cancellations are not refunded as cash. Instead, the ticket value is issued as a Haaafla credit (a token) that can be applied to your next ticket purchase on Haaafla.
Once an event is within 48 hours of its start time, tickets can no longer be cancelled or refunded, as the organizer has committed resources based on confirmed attendance.
A Haaafla credit equals the ticket price you paid for the cancelled ticket. Non-refundable payment processor fees (see Section 6) may be excluded.
Credit is issued to your Haaafla account at the time of cancellation and can be redeemed against a future ticket purchase on the platform.
If an event does not take place — for example, the organizer cancels it or it otherwise fails to happen — you are entitled to a full refund of the ticket price.
For cancelled events, full refunds are processed beginning 24 hours after the event’s originally scheduled date, excluding weekends and public holidays, and are then settled to your original payment method within standard processing times.
If an event is postponed or rescheduled, your ticket remains valid for the new date. If you cannot attend the new date, contact us and we will issue a Haaafla credit or, where the event is treated as cancelled, a refund under this policy.
Haaafla credits are available immediately once a cancellation is confirmed.
Cash refunds for events that do not take place are initiated 24 hours after the scheduled event date (excluding weekends and public holidays). The time for funds to appear depends on your bank or mobile-money provider and the payment processor.
Tickets are paid for through our payment processor. Where the processor’s transaction fees are non-refundable, they may be deducted from a cash refund or excluded from a Haaafla credit.
Full refunds for events that do not take place are made on the ticket price as described above.
Because organizers are the sellers and hosts, primary responsibility for an event and its delivery rests with the organizer.
Haaafla facilitates payments, applies this policy, issues eligible credits and refunds, and assists in resolving disputes between buyers and organizers. Where an organizer’s published terms are more generous than this policy, the more generous terms apply.
To cancel a ticket or ask about a refund, contact us on WhatsApp at +254 743 458 070 or by email at [email protected] with your order details.
We will confirm your eligibility under this policy and process your credit or refund accordingly.