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Eligibility Criteria

To be eligible for a refund, your request must meet the following criteria:

  • Cancellation within 2 hours of purchase: Full refund available if the event is more than 2 days away.
  • Event cancellation: Full refund automatically issued if the event is canceled by the organizer.
  • Event postponement: Tickets remain valid for the new date, or refund available if you cannot attend.
  • Duplicate purchase: Refund available for duplicate tickets purchased by mistake.

Note: Refund eligibility may vary for special events or promotions. Please check the event page for specific refund policies.

To request a refund, please ensure you have your order number and the email address used for the purchase ready. Refunds are processed to the original payment method used during purchase.

Cancellation Process

Follow these steps to cancel your ticket and request a refund:

  1. Log in to your PataTicket account.
  2. Navigate to "My Tickets" in your dashboard.
  3. Select the ticket you wish to cancel.
  4. Click the "Request Refund" button.
  5. Select a reason for cancellation from the dropdown menu.
  6. Submit your refund request.

Once submitted, our team will review your request within 10-30 minutes. You will receive an email notification regarding the status of your refund request.

Important: Refund requests for events happening within 2 hours cannot be processed. Please contact our support team for emergencies.

Refund Timelines

Refund processing times vary depending on your payment method and bank:

  • Credit/Debit Cards: 2-6 business days after approval
  • PayPal: 1-2 business days after approval
  • Bank Transfers: 7-14 business days after approval
  • Mobile Money: 1-3 business days after approval

The timeline begins once your refund is approved, not when you submit your request. You will receive a confirmation email once your refund has been processed.

Processing Time: Refund requests are typically reviewed within 10-30 minutes. During peak periods, this may extend to an hour.

Payment Methods

Refunds are issued to the original payment method used during purchase. Below are the supported payment methods and their refund details:

  • Visa/Mastercard: Refunds are processed back to your card. The amount will appear on your statement within 5-10 business days.
  • PayPal: Refunds are sent to your PayPal account. You will receive a notification from PayPal once processed.
  • Mobile Money (M-Pesa, Airtel Money, etc.): Refunds are sent back to your mobile wallet within 1-3 business days.
  • Bank Transfer: Refunds are sent to the account used for the original transaction.

If your original payment method is no longer valid (expired card, closed account), please contact our support team within 7 days of your refund approval to arrange an alternative refund method.

Exceptions & Special Cases

Certain circumstances may affect your refund eligibility:

  • Non-refundable tickets: Some events offer non-refundable tickets at a discounted rate. These are clearly marked during purchase.
  • Partially attended events: No refunds for partially attended events.
  • Lost or stolen tickets: We do not issue refunds for lost or stolen tickets. Please keep your tickets secure.
  • Force majeure events: In case of natural disasters or government restrictions, refund policies may be adjusted at the organizer's discretion.

Need Help? If you have questions about our refund policy or need assistance with a refund request, please contact our support team at support@pataticket.co.ke or call +254 7699 240 70.