Refund policy

If your plans change

Ticket purchases are generally final. We cannot refund or exchange a ticket because you can no longer attend, arrive late, miss the event, or chose the wrong ticket or quantity. Check the event date, location, ticket type, and any age or entry requirements before completing your order.

This general rule does not apply where a refund is required by law or is offered under the event-specific terms.

Cancelled events

If an event is cancelled and will not take place or be rescheduled, paid tickets are eligible for a refund of the ticket amount and any mandatory Valor Africa service fee charged for that order, except where applicable law requires otherwise. Optional add-ons are handled according to their stated terms.

We will notify you whether the refund will be automatic or needs to be requested, and share any required steps and deadlines through the contact details associated with the order or on the event page. Free registrations have no ticket payment to refund.

Postponed, rescheduled, or materially changed events

If an event is postponed or rescheduled, your ticket will normally remain valid for the new date. If you cannot attend, check the notice from the organizer or Valor Africa for refund eligibility and the request deadline. If no deadline is given, send your request within 14 calendar days after we notify you of the change.

Changes to performers, running order, venue, or other event details do not automatically qualify for a refund. We will review significant changes with the organizer and explain any available options, subject always to your legal rights.

Payment problems and duplicate charges

If you were charged but did not receive a ticket, or believe you were charged more than once, contact us before placing another order. We will check the payment and order records. Confirmed duplicate or unsuccessful payments will be corrected or refunded as appropriate; a bank or mobile-money authorization that was not captured may instead be released by your payment provider.

Valor gift cards and merchant vouchers

Valor gift credit is issued after confirmed payment and is redeemed once to a linked Valor Wallet. Valor gift credit currently has no scheduled expiry. Once redeemed, wallet credit may be used over time for eligible Valor Shop and event ticket purchases; any remaining wallet balance stays available for later eligible purchases.

Before a Valor gift card is redeemed, you may submit a refund request for support review. A merchant voucher refund can be reviewed only after the merchant confirms that its one-time code has not been used. Requests are not automatically approved. Once gift credit has been redeemed or a merchant code has been used, it is not eligible for refund through this process, except where applicable law requires otherwise.

For a merchant voucher, the merchant is responsible for honouring its stated offer, redemption instructions, and terms. Valor may review a merchant’s eligibility and manually record seller payouts; a payout entry is a record of a transfer, not a promise of an automatic transfer.

Contact Valor support with the purchase ID and a short explanation. Do not send a voucher code unless support specifically asks you through a verified channel. Nothing in this policy limits rights that cannot be excluded by law. Valor will obtain Kenya-specific legal and payment-regulation review of this service before public launch; applicable Kenyan requirements take precedence over this summary.

How to request a refund

Email hello@valorafrica.co.ke with “Refund request” in the subject. Include your order ID, event name and date, the email or phone number used for the order, and a short explanation. For an M-Pesa payment issue, include the transaction receipt or reference if available. Never send your password, PIN, or one-time code.

We will confirm we received your request and may ask for information needed to verify the order. For an eligible refund, we aim to initiate payment within 10 business days after approval. Your bank, mobile-money provider, or wallet may take additional time to show the funds.

Approved refunds are returned to the original payment method where possible. A Valor Wallet credit will be offered only where it is appropriate and you agree to receive it.

The role of the event organizer

Event organizers are responsible for delivering their events and providing accurate event information. Valor Africa provides the ticketing and support channel and will help route and review refund requests, but the organizer may need to confirm event changes or cancellation details before a decision can be made.

Questions?

For help with an order or this policy, contact Valor Africa support. Include your order ID so we can assist you faster.