Refund and cancellation policy

Events and causes on Yenko are run by independent organisers, and the money you pay goes to them. So refunds are decided and paid by the organiser, following their own refund policy and the minimum standards in this policy. Where we still hold the money, we can also refund on the organiser’s behalf.

This policy forms part of our Terms of Service. It does not affect any rights you have under consumer protection law.

Each organiser sets a refund policy for their event, shown on the event page under “Refund policy”. For example, an organiser may offer full refunds up to 7 days before the event. That policy applies to your tickets, together with the standards below, which apply whatever the organiser’s policy says.

• If an event page doesn’t show a refund policy, the standards below still apply, and any other refund is at the organiser’s discretion.
• If you simply change your mind or can’t attend, a refund depends on the organiser’s policy. Laws that let you cancel an online purchase within a set period often don’t apply to tickets for an event on a specific date, but any rights the law does give you still apply.
• Free tickets don’t need a refund. If you can no longer attend, please let the organiser know so your place can go to someone else.

If an event is cancelled, you are entitled to a full refund of the amount you paid for your order, including any gift you added at checkout. You don’t need to ask: the organiser must refund all buyers.

• If you haven’t received your refund within 14 days of the cancellation, email us at support@yenko.africa with your order reference and we will follow it up.
• If we still hold money from the event, we will refund you from it.
• If the money has already been paid out to the organiser and they don’t refund you, we will contact them and take the steps described in our Organiser agreement to help you get your money back.

If an event is postponed or moved to a new date, your ticket stays valid for the new date. If you can’t attend the new date, you can ask for a full refund within 14 days of the organiser announcing it (and before the new date).

The same applies if the organiser makes a significant change, such as moving the event to a different city, changing it from in-person to online, or cancelling the main act or speaker the event was advertised around.

If no new date is announced within 90 days of the original date, the event is treated as cancelled and you are entitled to a full refund.

1. Email us at support@yenko.africa with your order reference (it starts with ORD- and is in your confirmation email and on your order page), the email address you used and the reason for your request. If you already have the organiser’s contact details, you can also contact them directly.
2. We pass your request to the organiser, who decides it under their refund policy and the standards in this policy. If the organiser doesn’t respond within a reasonable time, we will follow it up with them.
3. If your refund is approved, we will email you when it has been issued. A full refund cancels all the tickets in the order: they will no longer work at the door. A partial refund (for example, part of the price) does not cancel your tickets unless the organiser tells you so.

Gifts are generally non-refundable. Once you give, the gift belongs to the organiser, to be used for the cause. But we will refund a gift, or ask the organiser to refund it, if you contact us within 30 days and:

• you gave the wrong amount by mistake (for example, you typed an extra zero);
• you were charged twice for the same gift;
• the payment was made without your permission, for example with your card or phone; or
• you were charged but, because of a technical fault, your gift wasn’t recorded.

To ask, email support@yenko.africa with your receipt reference (it starts with DON-) and what went wrong. Gifts can only be refunded in full, not in part. If you added an amount to cover fees, it is refunded too.

If a cause turns out to be fraudulent, or the organiser can’t use the money for the purpose they described, the organiser must offer refunds, and we may refund donors from money we still hold.

Monthly and yearly gifts

• You can stop a recurring gift at any time from your account or the link in any receipt. Stopping it prevents future payments; it doesn’t refund payments already made.
• If you are charged after you stopped a recurring gift, it will be refunded. Mistaken or unauthorised recurring payments are treated like any other gift under the 30-day rule above.

Gifts linked to tickets

If an order is fully refunded, any gift you added at checkout is refunded with it, and the share of the ticket price the organiser pledged to a cause no longer counts towards that cause’s total.

Refunds are paid back to the method you used to pay, in the currency you paid in.

Card and bank payments

Refunded through the payment provider that took the payment (Paystack, Flutterwave or Stripe). Once issued, refunds usually reach your account within 5 to 10 working days, depending on your bank.

Mobile money

Refunded through the payment provider to the wallet that paid, where the provider supports it; otherwise sent to you directly.

M-Pesa

M-Pesa payments can’t be refunded automatically. The refund is sent by hand to the phone number that paid, usually within 5 working days of the refund being approved.

We will email you when a refund has been issued. If you paid in a different currency from your bank account, the amount you get back may differ slightly because of exchange rate changes and your bank’s own charges, which we can’t control.

• Buyers and donors get back the full amount being refunded. We don’t charge you a fee for a refund.
• Organisers: when a payment is refunded, we return our platform fee in proportion to the amount refunded. The payment processing fee charged on the original payment is usually not returned by the payment provider, and remains the organiser’s cost (except on Stripe payments, where we pay processing fees).

If something has gone wrong, please contact the organiser or us before disputing a payment with your bank or card issuer. It is usually much quicker, and a dispute can take weeks or months to decide.

• If you dispute a payment, the tickets in that order may be cancelled while the dispute is open.
• We may share order details and our communications with you with the payment provider, so that the dispute can be decided.
• If you receive a refund and also win a dispute for the same payment, you must repay the duplicate amount.
• Organisers are responsible for disputes on their payments, including any dispute fee. See the Organiser agreement.

• Show a clear refund policy on every paid event. It must at least meet the standards in this policy.
• You can refund from your dashboard: tickets in full or in part, gifts in full only. Card and bank refunds go through the payment provider.
• For M-Pesa payments, send the money back to the paying number yourself (or ask us to, where we hold the money) and record the refund in your dashboard.
• If you cancel an event, refund every buyer promptly, and tell them.
• Refunds of money that has already been paid out to you create a negative balance, which is deducted from your future payouts or which you must pay back. See the Organiser agreement.

For help with a refund, email support@yenko.africa. Please include your order reference (ORD-…) or receipt reference (DON-…) and the email address you used.

Yenko