Refund Policy

This refund policy explains how refund requests are handled on Eyatickets.
Our approach aims to ensure fairness to attendees while protecting event organizers.
For more information on data protection and platform security, please see our Privacy Policy (opens in a new tab).

Please contact our customer service team within a few days after the event, or submit a refund request through our contact form (opens in a new tab) or our other official channels. Each request is reviewed on a case-by-case basis.

• Please provide your order number, the event name, the event date and the reason for your refund request.
• Please include any relevant supporting documents, such as medical certificates or official proof, so we can review your request promptly.
• Respond to any requests for additional information when necessary.

When an organizer cancels their event:

• All buyers are automatically notified by email
• Tickets are cancelled
• The refund is issued to the original payment method
• Refunds usually take 5 to 10 business days

Unless otherwise stated by the organizer, tickets cannot be exchanged or refunded at the buyer's request.
We recommend that you carefully check the event details before purchasing.

If an event with free tickets is cancelled, the tickets are automatically cancelled.
No refund is necessary since no payment was made.

Transaction fees charged by the payment provider at the time of the original purchase are not refunded when a refund is issued.
These fees amount to approximately 1.5% of the transaction amount in Rwanda.

For any situation not covered by this policy (event postponement, substantial change to the program, etc.), please contact us.
Each case will be reviewed individually.

For any questions about this policy, please contact legal@eyatickets.com.