Refunds and cancellations

The short version

• A refund is the organizer’s decision. They receive the money for the tickets, so they are the ones who return it.
• If an event is cancelled, you are emailed a claim link, and you have 90 days to use it.
• A refund returns the ticket price. The processing fee is not returned.
• If the organizer cancels the event, the refund carries a flat ₦15 for the bank transfer. If a single ticket is refunded on its own, it carries the usual money-out fee: 1%, at least ₦65, at most ₦115. Either way it comes out of what is sent to you.
• Money goes back to a bank account you supply, through OPay, because a card payment cannot be reversed from this side.

If an event is cancelled

Tickus cannot send money back on its own: a payment arrives through OPay’s checkout, and returning it means a bank transfer to an account the platform does not have. So a cancellation works in two steps.

1. The organizer cancels the event. Every unused pass is voided immediately, so nothing at the gate can admit it any more.
2. Every buyer with a paid order is emailed a claim link. The link opens a page that asks for the bank account to pay into and then starts the transfer.

The claim is valid for 90 days from the notice. That deadline is on the claim page and in the email, not hidden in these terms. After it, the money stays with the organizer, because the platform never held it.

A claim is paid out of the money still held for that event. Ticket money stays with Tickus until a few days after the event ends, so a cancellation normally finds the money still there, which is what the hold is for. If it is not there (an event that was already held, or an organizer the platform has allowed to release funds early), the claim cannot be covered and it is not sent rather than leaving the wallet overdrawn. Tickus does not pay it out of its own funds: the money for your ticket is the organizer’s, and a refund is a payment they owe you. The claim page tells you when this is why a transfer has not gone through; your link stays open, so it can be redeemed once the organizer’s balance covers it, and it closes at the end of the 90 days. If that happens to you, write to support@kuriolabsltd.com with the event and your order reference, and we will take it up with the organizer and give you the records we hold.

If you simply want your money back

Ask the organizer. There is a refund control on their dashboard, and a refund they grant is processed the same way a claim is: the ticket price is transferred to the bank account you supply, and the passes on that order stop working.

Tickus cannot order an organizer to refund a ticket for an event that is going ahead. If you think a ticket was sold on a false description, or an event did not happen and the organizer will not answer, tell us and we will look at the listing and the organizer’s account. That is a complaint about the organizer, and it is worth making.

What comes back

A refund or a claim returns the ticket price. The processing fee that was added at checkout is not returned: it was charged to collect and settle your payment, and it has already been spent by the time you ask. The checkout showed that fee as its own line before you paid, so the amount you get back is the amount you were shown as the ticket price.

What the transfer costs depends on which of the two happened, and both are stated before you agree to anything.

• The organizer cancels the whole event. A flat ₦15 is taken out of each refund, which is what the bank transfer itself costs. It is the same on a ₦500 ticket and a ₦50,000 one, and your claim page shows it before you submit.
• One ticket is refunded on its own, usually because you asked for it. That is an ordinary payment out, so it carries the same fee a withdrawal does:1% of the ticket price, at least ₦65 and at most ₦115, taken out of the refund. On a small ticket that minimum is a large share: a ₦500 ticket refunded on its own returns ₦435. Below ₦65 there is no fee at all, because a fee can never be the whole refund.

If several tickets were on one order, the refund covers the tickets it applies to, and their passes are voided. Tickets that were already used at the gate are not refunded.

How long it takes

The bank account details you supply are checked before the transfer starts, and then the money moves through OPay. How quickly it appears is up to your bank, which is why no promise of a number of hours is made here. The claim page keeps its own state, so you can see whether a transfer is still being processed, has been sent, or was refused, and why.

If you paid and never got a pass

The pass is emailed to the address you paid with. If nothing arrived, check the spam folder, then write to support@kuriolabsltd.com with the order reference and the address you used. If the payment did not go through, no ticket exists and nothing has been charged; contact explains what to include.

Where this sits in the terms

The terms of service are the agreement this page explains. Nothing here removes a right you have under Nigerian consumer law.