Check the event’s conditions
Refund eligibility depends on the organizer's stated event conditions, the reason for the request and applicable rights. NexaTickets does not promise automatic refunds for every booking. Review the event details and raise a request as soon as you notice an issue.
How to request a refund
Contact the organizer shown on the event page or NexaTickets support. Include your order reference, event name, payment receipt reference and the reason for your request. Never send your M-Pesa PIN.
The request is checked against the payment and ticket records. A used ticket, pending payment, duplicate payment, cancelled event or rescheduled event may require a different review. Support will explain the decision and any next steps.
Who handles the money
If the payment went directly to the organizer’s M-Pesa account, the organizer handles the refund transfer. For a payment collected by NexaTickets, the platform coordinates the review and any approved refund with the organizer.
Order cancellation and ticket invalidation are separate from returning money. A cancellation message alone is not proof that a refund has been sent. Any approved amount, payment destination, deductions and expected processing time should be confirmed before the refund is processed.
Payment issues and missing tickets
If M-Pesa shows a payment but your order remains pending, contact support with the receipt reference before making another payment. If an order is paid but the email is missing, check spam and use Find my ticket; a delivery delay does not necessarily mean the booking failed.
Follow up
Keep the support conversation and payment reference until the request is resolved. Contact us again if the agreed processing time passes without an update. This policy does not limit rights available under applicable law.