1. General Refund Policy
Passly Ticketing facilitates the sale and delivery of tickets on behalf of event organisers. Because tickets are issued for specific events, refund eligibility may depend on the circumstances of the cancellation and the refund policy applicable to the relevant event.
Unless otherwise stated for a particular event, ticket purchases are generally considered final once payment has been successfully completed and the ticket has been issued.
2. Event Cancellation
If an event is cancelled by the event organiser, affected customers may be eligible for a refund of the ticket amount paid, subject to the organiser's instructions and the applicable payment-provider processes.
Where a refund is approved, Passly will communicate the applicable refund process to affected customers and facilitate the refund process where Passly is responsible for doing so.
3. Event Postponement or Rescheduling
If an event is postponed or rescheduled, tickets may remain valid for the new event date, subject to the event organiser's decision.
Where the organiser provides customers with an option to request a refund because of a postponement or rescheduling, Passly will communicate the applicable procedure to affected customers.
4. Customer Cancellation
Customers may request cancellation of a ticket purchase before the event where the relevant event organiser has made cancellation and refund options available.
Unless the event organiser's published terms specifically allow customer-initiated cancellations, tickets are generally non-refundable once payment has been completed.
5. Failed or Unsuccessful Payments
If a payment attempt is unsuccessful and no ticket is issued, the customer will not be charged for a completed ticket purchase.
In the event that a payment is deducted from a customer's account but the transaction does not result in a successful ticket purchase, the transaction will be reviewed and, where applicable, the amount will be reversed or refunded through the relevant payment provider.
6. Duplicate Payments
If a customer is charged more than once for the same ticket purchase as a result of a confirmed duplicate transaction, the duplicate amount may be eligible for a refund following verification of the transaction.
Customers may be asked to provide transaction information to assist with verification.
7. Incorrect Customer Information
Customers are responsible for ensuring that the information they provide during ticket purchase is accurate and complete.
Passly may not be able to provide a refund where a ticket cannot be used because incorrect customer information was supplied during the purchase process, unless otherwise determined by the event organiser.
8. Refund Processing
Approved refunds will be processed through the applicable payment channel used for the original transaction, where technically and operationally possible.
The time required for a refund to reach the customer may depend on the payment provider, mobile money operator, bank, card issuer, or other financial institution involved in processing the transaction.
Passly does not control the processing time imposed by external financial institutions.
9. Ticket Delivery and Refund Eligibility
Tickets are normally delivered electronically after successful payment confirmation. Once a ticket has been successfully issued, downloaded, or delivered to the customer, the purchase remains subject to the refund conditions stated in this policy and any additional terms applicable to the event.
10. Event-Specific Policies
Individual event organisers may publish additional refund, cancellation, or ticket-transfer conditions for their events.
Where an event-specific policy applies, customers should review those conditions before completing their purchase.
11. How to Request a Refund
Customers who believe they are eligible for a refund should contact Passly support using the contact information provided on the platform.
To help us investigate and process a request, customers should provide the relevant ticket information and transaction details, including the event name and the payment reference where available.
12. Contact Us
For questions regarding refunds, cancellations, or ticket purchases, please contact Passly Ticketing through the support contact information published on the platform.
- Email: passlyticketingsupport@gmail.com
- Telephone: +260 976 007 045
- Business Address: Nakambala Estate R29