Refund Policy

Please read this Refund Policy together with our User Agreement and ancillary Terms and Conditions.

1. Terminology

For the purposes of this Refund Policy, the terms herebelow shall bear the following meanings:

Terms that are capitalized, but not defined herein shall refer to terms defined in the User Agreement and ancillary Terms and Conditions. The subject heading at the beginning of each paragraph of these Terms and Conditions is for reference purposes only and in no way defines, limits, construes or describes the scope or extent of such paragraph. Reference to singular terms shall include their plural and reference to one gender shall include the other.

2. Non-Refundable Sales Commission on Tickets

• When the Event Organizer or Seller sells Tickets to Buyers, KuduKey shall earn a non-refundable Sales Commission of 8%.
• This means that if a Buyer cancels and requests a Refund for Tickets, the Event Organizer or Seller will forfeit the Sales Commission earned by KuduKey.
• The above terms are subject to the exceptions in this Refund Policy

3. Refunds

• Ticket Refunds

• Buyers can request refunds for purchased Tickets.
• Ticket refunds may be granted up to 48 hours before the event starts or opens.
• The Refund Request procedure shall apply to all Ticket Refunds.

• Credit Refund

Credit on App

• Buyers can request refunds for Credit uploaded on the App.
• Credit loaded on the App can be refunded at any time within 365 days from the date of uploading it.
• The Refund Request procedure shall apply to all App Credit Refunds.

Credit on KuduKey Card

• Buyers who make use of a KuduKey Card can only be refunded directly during or after the event at a KuduKey stand displayed at the event.
• No refunds will be granted for Credits on KuduKey Cards after the last day of the event.
• The Refund Request procedure shall apply to all KuduKey Card Refunds.

4. Refund Request

• Refund requests must be submitted via email to support@kudukey.com.
• A 10% handling fee shall be charged on all processed refunds.
• Buyers who request a Refund for Tickets or Credit on the App must complete a refund application form and provide their banking details.
• Once the refund application form is submitted to KuduKey, the Buyer’s phone number and refund request is verified via a One-Time-Password (OTP) as a security check.
• The refund will be processed by KuduKey and paid to the Buyer’s Designated Bank Account within two weeks from the date of such security verification.

5. Cancellation by Buyer

• A Buyer may cancel a booking, listing or order of a Ticket at any time prior to payment by opting out of the payment process.
• After payment has been effected and the Ticket was issued, the Refund Request process will apply.

6. Cancellation by Sellers or Event Organizer

• Should a Seller or Event Organizer cancel an event, the Buyer will be entitled to request a Refund as set out under Refund Request.
• The Event Organizer and/or Seller will be liable for the non-refundable Sales Commission on all tickets sold, regardless of whether the Buyers submit Refund Requests.
• The Cancellation Procedure for Sellers or Event Organizers follows:
  • The party who requests a cancellation may send a cancellation notice to support@kudukey.com or contact us via the website at: https://www.kudukey.com/contact-us/.
  • The party who requests a cancellation must provide KuduKey with the requested details to effect cancellation (e.g. event name, date, booking number, ticket reference number, account number, etc.).
  • If any cancellation fees are applicable the price thereof will be determined by fair business and consumer practice, and prevailing circumstances at the time.

7. Postponement of Event

• Should an Event Organizer or Seller postpone an event, the Buyer may elect to request a refund under the Refund Request procedure or the Buyer may elect to keep the Ticket and/or Credit for the postponed event.
• If the Buyer elects to keep the Ticket, the Ticket will be valid on the Buyer’s KuduKey account until the postponed event takes place.
• If the Buyer elects the keep the Credit, such Credit will lie on the Buyer’s KuduKey account for 365 days or until the Buyer uses it at the next event.

8. Limits of Use of Credit on App

• Any balance on Your App will not carry interest.
• Any balance remaining on your App cannot not be transferred to another person unless such a transfer is consideration paid for the purchase of a Product.
• Any credit balance remaining on your App may lie dormant until you choose to use it another event or until you request a Refund.

9. Dispute Resolution

In the event of any dispute arising out of or in connection with this Refund Policy, the payment of a Refund, and or the reimbursement of any amount to the Seller or the Buyer, the dispute will be referred to arbitration. The Issuer will appoint the arbitrator. The arbitration shall be conducted in accordance with the procedures determined by the arbitrator. It is the intention of the Issuer and the Seller/Buyer that the arbitration and any other dispute resolution mechanism be observed with the minimum formalities unless otherwise determined by the arbitrator. The Issuer and the Buyer or Seller, as the case may be, irrevocably agree that the decision in the arbitration proceedings shall be final and binding on the parties and shall be carried into effect by the parties and may be made an order of court.

How will the KuduKey Card refunds be made? In cash or transfer to bank account like the other refunds?

Will the Sales Commission be reserved from the Ticket Sales or will the Seller make a deposit into KuduKey’s account for the % sales made?

Will the handling fee be applicable in case of refunds flowing from the cancellation, considering that the Buyer is now being charged for a cancelled event (some consumer issues may arise)?