Refund policy

The rule

You can refund any paid ticket at any time before the event starts. You keep the whole amount you paid, including our fee. You do not have to give a reason, and nobody has to approve it.

Refunds are made from your ticket in the app. Open the ticket and choose Refund. The ticket stops working the moment the refund is accepted, and the seat goes back on sale.

When it does not apply

There are three cases, and they are the only three.

• After the event has started. Once doors are open the seat has been held for you and cannot be resold. If the event itself is cancelled or moved, see below — that is a different situation and you are covered.
• A ticket that has been scanned. If the QR has been used to enter, the ticket has done its job.
• Free tickets and guest-list places. There was no payment to reverse. Release a free place by cancelling your RSVP, which puts it back for somebody else.

If you miss the window

You can resell the ticket to another person at the price you paid. The money goes to you directly when it sells. This is how a ticket you can no longer use finds somebody who can, after the refund window has closed.

If the organizer cancels or moves the event

If an event is cancelled, every ticket is refunded in full and everybody holding one is told. You do not need to ask. If an event is moved to another date and you cannot make the new one, the refund window reopens.

How long the money takes

• Birr, paid through Chapa. The refund is accepted immediately and reaches your account according to your bank or wallet — usually the same day.
• Cards, paid through Stripe. Stripe confirms the reversal to us and the money reaches your card in five to ten working days, which is your card issuer's timetable rather than ours.

The refund goes back to the account the payment came from. We cannot send it somewhere else.

Our fee

ክስተት takes 12% of the ticket price, and that is the whole charge — there is no booking fee, service fee or card surcharge on top. When you refund a ticket, our 12% is refunded with it. We do not keep a fee on a ticket that was not used.

Chargebacks

If something has gone wrong, write to us first — a refund is faster than a chargeback and does not put the organizer's account at risk. If you raise a chargeback with your bank instead, the ticket is cancelled while the claim is open.

Asking us

If a refund does not work, or an event was not what was advertised, write to hello@kistet.app with the event name and the phone number on your account. ክስተት answers within two working days.