Refund & cancellation policy

This Refund and Cancellation Policy (“Policy”) governs all ticket purchases made through the All AXS Africa (“All AXS”, “we”, “our”, or “us”) ticketing and events platform. By purchasing a ticket through the platform, users agree to comply with this Policy in addition to the platform’s Terms and Conditions.

This Policy applies to all ticket buyers, event organizers, promoters, and partners using the All AXS platform.

Unless otherwise specified by the event organizer or event-specific terms:

• Eligible refunds shall be processed at 75% of the original ticket purchase value.
• 25% of the ticket value shall be retained by All AXS Africa as administrative, transaction, payment processing, and operational fees.
• Service charges, payment gateway fees, convenience fees, and third-party transaction costs may be non-refundable.

Refunds shall only apply to eligible requests approved under this Policy.

Refund requests may be considered under the following circumstances.

Eligible scenarios:

• Event cancellation by the organizer;
• Major event postponement or rescheduling;
• Duplicate ticket purchases;
• Incorrect billing caused by system error;
• Unauthorized or fraudulent transactions under investigation;
• Failure to deliver purchased tickets due to platform error;
• Material changes to the event significantly affecting attendance.

Non-eligible scenarios — refunds shall generally not be issued where:

• The ticket holder can no longer attend the event;
• The user purchased the wrong ticket type;
• Personal scheduling conflicts arise;
• Travel, accommodation, or transport issues occur;
• Tickets were purchased from unauthorized resellers;
• Requests are submitted after the permitted refund period.

Event-specific policies may override general eligibility requirements where clearly disclosed during purchase.

4.1 Organizer cancellation — Where an event is officially canceled by the organizer:

• Ticket holders shall be notified via email, SMS, or platform notification;
• Eligible refunds shall be processed automatically where possible;
• Refund timelines may vary depending on payment providers and banking institutions.

4.2 Force majeure events — Refund obligations may be affected where cancellations result from circumstances beyond reasonable control, including natural disasters, government restrictions, public health emergencies, civil unrest, venue shutdowns, or technical infrastructure failures. In such cases, organizers may offer ticket transfers, event credits, rescheduled attendance options, or partial refunds.

• Purchased tickets may remain valid for the new event date;
• Users unable to attend the revised date may submit a refund request within the communicated refund window;
• Refund approval may require organizer authorization.

Failure to submit a refund request within the stated timeline may constitute acceptance of the revised event date.

6.1 Refund requests must be submitted through the All AXS customer portal, official customer support channels, or the automated refund request system available on the platform.

6.2 Users may be required to provide: ticket reference number; proof of purchase; registered email or phone number; reason for refund request; and supporting documentation where applicable.

6.3 All refund requests are subject to transaction verification, fraud prevention review, and organizer approval where required. Incomplete or inaccurate submissions may delay processing.

7.1 Approved refunds are generally processed within 7–14 business days for mobile money transactions and 7–21 business days for bank card or bank transfer refunds. Actual timelines may vary depending on payment providers and financial institutions.

7.2 Users shall receive refund updates through email notifications, SMS alerts, platform account notifications, and customer support communication channels.

The following fees may be non-refundable: platform service fees; payment gateway charges; convenience fees; currency conversion fees; and third-party transaction charges. These fees may be deducted before processing refunds.

Partial refunds may apply in circumstances including downgraded ticket categories, venue changes, reduced event access, multi-day event cancellations affecting only part of the event, or organizer-approved goodwill compensation. All AXS reserves the right to determine applicable deductions and administrative charges.

All AXS reserves the right to investigate transactions suspected of fraudulent activity, unauthorized payment use, chargeback abuse, ticket duplication or scalping, or identity misrepresentation. Refunds may be delayed, withheld, or denied pending investigation. Users may be required to provide identification, proof of payment, or additional verification documentation. Fraudulent conduct may result in account suspension, ticket cancellation, permanent platform bans, or reporting to law enforcement authorities.

Users are encouraged to contact All AXS customer support before initiating chargebacks with financial institutions. Where a chargeback is initiated, the transaction may be temporarily suspended for review; access to tickets or platform services may be restricted; supporting evidence may be submitted to payment providers; and fraud investigations may be initiated where abuse is suspected. Improper or fraudulent chargebacks may result in account suspension or legal action.

Event organizers may approve exceptions to this Policy in special circumstances, including medical emergencies, verified bereavement, venue safety concerns, or event-specific customer service resolutions. Organizer-approved exceptions remain subject to platform review, administrative deductions, and verification procedures.

To improve efficiency and transparency, All AXS may implement automated refund request submission tools, refund status tracking dashboards, automated approval workflows for qualifying cases, organizer review portals, and notification systems for refund updates and approvals.

Users requiring assistance may contact All AXS customer support through official communication channels. Escalation levels include first-level support (general refund inquiries), second-level review (disputes and verification), finance review (payment reconciliation), and legal or compliance review (fraud, disputes, or regulatory matters). All escalation decisions shall be communicated through official channels.

By completing a ticket purchase, users acknowledge and agree that they have reviewed this Refund and Cancellation Policy; refunds are subject to eligibility and approval requirements; administrative and processing deductions may apply; and event-specific policies may override standard refund terms. A confirmation checkbox or acknowledgment mechanism may be required before payment completion.

All AXS shall maintain internal Standard Operating Procedures (SOPs) for refund approvals and escalations, financial reconciliation and payout adjustments, fraud detection and prevention, customer support handling, audit reporting and compliance reviews, and organizer communication and dispute management. Internal procedures may be updated periodically.

All AXS reserves the right to modify or update this Policy at any time. Updated versions shall become effective upon publication on the platform. Continued use of the platform constitutes acceptance of the revised Policy.