Refund policy

Last updated: July 2026 · Draft for legal review before public go-live

Passly facilitates ticket sales between organizers and attendees. Refund rules are set by each event organizer and shown on the event page before purchase.

General principle

Unless stated otherwise on the event page, tickets are generally non-refundable once purchased. Organizers may offer full or partial refunds at their discretion — for example when an event is cancelled, rescheduled, or oversold.

Requesting a refund

1. Review the refund rules on the event page before buying.
2. Contact the organizer listed on the event page with your order reference and reason for the request.
3. If the organizer approves, Passly or the payment partner will process the refund to the original payment method where supported (MTN MoMo, Airtel Money, or card).

Cancelled events

If an event is cancelled, the organizer is responsible for communicating next steps and issuing refunds according to their stated policy and applicable law. Passly may assist with bulk notifications but does not guarantee refund outcomes.

Processing time

Approved refunds typically appear within 3–10 business days depending on the payment provider and mobile-money network. Platform service fees may be non-refundable unless required by law or explicitly stated by the organizer.

Disputes

If you cannot reach the organizer, email support@passly.rw with your order ID, event name, and a description of the issue. We will help facilitate contact but cannot override an organizer's published refund policy except where law requires.

Free tickets

Free registrations can be cancelled according to organizer rules. No payment refund applies because no charge was made.

Final refund policy will be reviewed by counsel and published before public go-live on passly.rw.