Refund & Cancellation Policy
This policy explains when you can get a refund for tickets bought on Unmapped Canvas, which is operated by The Unmapped Canvas Ticketing Limited ("we", "us"). It forms part of our Terms of Service and does not take away any right you have under Kenyan consumer protection law.
1. The organizer's refund policy comes first
Each event has its own cancellation and refund policy, written by its organizer and shown on the event page under Cancellation policy before you buy. That policy tells you whether you can cancel an order you have already paid for, and until when. By buying a ticket you accept the policy shown for that event. Unless an event's policy or this page says otherwise, tickets are not refundable if you simply change your mind or cannot attend.
2. If an event is cancelled
If the organizer cancels an event, you are entitled to a full refund of what you paid for your tickets, including any tax charged on them. You do not have to ask in most cases: the organizer or we will contact ticket holders. If you have not heard from us, contact us with your booking reference.
3. If an event is rescheduled or materially changed
If the date, time or venue changes in a way that makes it unreasonable for you to attend, the event's own policy decides whether you can ask for a refund. If the policy is silent, you may request a refund within 7 days of the change being announced. Your ticket stays valid for the new date if you choose to keep it.
4. Online and hybrid events
If an online event or live stream cannot be delivered because of a technical failure on the organizer's side, the organizer must give you access to a replay where one is available, or refund you. Problems on your own device, connection or account are not grounds for a refund.
5. Tickets you transfer or resell
A ticket that has been transferred to someone else, or sold on the resale marketplace, cannot be refunded to the original buyer. The new holder takes over the ticket and the event's refund policy. Resale proceeds are paid to the seller according to the resale rules shown when listing.
6. How to ask for a refund
- Check the event's cancellation policy on its page.
- Contact us or the organizer with your booking reference, the name and phone or email used to book, and the reason.
- We review the request against the policy and tell you the outcome. We may ask for proof, such as your payment receipt.
7. How and when you are refunded
- Approved refunds are paid to your original payment method where possible, or by another method we agree with you (for example back to your M-Pesa number).
- We aim to complete refunds within 14 days of approval. Mobile-money refunds are usually quicker; bank transfers and card refunds can take longer because they depend on the bank or provider.
- When a refund is paid, the ticket is cancelled and its QR code stops working.
- Charges made by your bank or mobile-money operator for sending or receiving money are not refunded by us.
8. Refusals
We or the organizer may refuse a refund where the order does not qualify under the event's policy, where a ticket has already been used to enter the event, or where the order was found to be fraudulent or in breach of our Terms.
9. Contact
- Registered name
- The Unmapped Canvas Ticketing Limited
- Address
- Pioneer House, 5th Floor, Nairobi - P.O. Box 30178-00100, Nairobi, Kenya
- info@unmapped.co.ke
- Phone
- +254794441494
- Data protection contact
- info@unmapped.co.ke
- Contact
- Contact page