Your Refunds Explained

Demfati operates as a platform provider, not a refund processor. We give organizers the tools to set and manage their own refund policies. Our 8% service fee on paid events is only charged for completed transactions—if an organizer issues a full refund, we reverse our fee automatically.

Eligibility is determined by each event's specific policy. Most organizers consider refunds for: event cancellations or major date changes, duplicate purchases, or verified emergencies. Always review the refund terms listed on the event page before purchasing tickets. Organizers may offer partial refunds or credits instead of full cash returns.

Most organizers don't refund for: last-minute schedule conflicts, transportation issues, change of mind after purchase, or partial event attendance. Tickets for fundraising events with charitable components are often non-refundable. Some organizers offer ticket transfers to another person instead of refunds—check their policy for alternatives.

Step 1: Contact the event organizer directly through the contact information on their event page
Step 2: If you don't receive a response within 48 hours, forward your request to [email protected]
Step 3: Include your ticket/order number (from your confirmation email) and detailed reason
Step 4: Our team will reach out to the organizer on your behalf and keep you updated

Timelines vary by payment method: Mobile money and wallet refunds typically appear within 24-72 hours. Card refunds take 5-10 business days to reflect on your statement. Bank transfers within Africa generally complete in 3-7 business days. International transactions may take 10-14 business days. The clock starts when the organizer approves and initiates the refund through our system.

For cancelled events: Organizers are required to issue full refunds (excluding optional donation portions). For rescheduled events: Your ticket typically remains valid for the new date. If you can't attend the new date, most organizers offer refunds within 7-14 days of the reschedule announcement. We automatically notify all ticket holders when events change and provide clear instructions.