Refund Policy

Events on Zivora are run by independent organizers, and each organizer sets the refund terms for their event. Those terms are shown on the event page before you buy. This policy explains the platform-wide rules that apply alongside them and how to request a refund.

• The event is cancelled by the organizer.
• The event is postponed or materially changed and you cannot attend the new date, where the organizer's terms allow a refund.
• You were charged but did not receive a ticket, or you were charged more than once for the same order.
• A valid ticket was wrongly declined at the door and the organizer confirms it.
• Any other case covered by the organizer's stated refund terms.

• Change of mind, inability to attend, or arriving after entry has closed, unless the organizer's terms say otherwise.
• Tickets already scanned for entry.
• Tickets bought from anyone other than the organizer's official Zivora event page.
• Travel, accommodation or other costs connected with the event.

If an organizer cancels an event, eligible ticket holders are refunded the ticket price to the original payment method. If an event is postponed, your ticket normally remains valid for the new date; where the organizer's terms allow, you may request a refund instead. Zivora will notify you at the email on your order about changes we are made aware of. Zivora is not the organizer and does not make the decision to cancel or postpone.

Any Zivora service fee that applies to your order is shown in the order summary before you pay. Where an event is cancelled by the organizer, the ticket price is refunded; whether the service fee is also refunded is confirmed at the time of the refund. Service fees are not charged on merchandise.

Merchandise sold at checkout is supplied and fulfilled by the organizer. Refunds, exchanges or replacements for merchandise follow the organizer's instructions shown at checkout and on your confirmation. If you cannot resolve a merchandise issue with the organizer, contact Zivora Support with your order number and we will help you reach them.

• Find your order number on your confirmation email, in My Tickets, or via Find My Ticket.
• Send a request through Contact Support with the order number, the event and the reason for the request.
• We review the order record with the organizer where needed and confirm the outcome by email.

Start here: Contact Support · Find My Ticket.

Approved refunds are returned to the original payment method used at checkout. The related tickets are marked as refunded so they can no longer be scanned for entry, and the seats are released. M-Pesa refunds are typically completed within a few business days of approval; card refunds depend on the card issuer's processing time.

If you disagree with a refund decision, reply to the support conversation and tell us why. We will take another look at the order record and the organizer's terms and give you a clear, written answer. Learn how Zivora approaches fairness on Trust & Safety.

We may update this policy as new payment methods and countries are added. Material changes will be highlighted on this page.