Refunds, made simple and fair.

Plans change, and sometimes events do too. Here is exactly what is covered, how long it takes, and how to get your money back, with no small print surprises.

Refunds go back to how you paidLast updated 3 November 2026
Payments secured byPaystackpaystackFlutterwaveflutterwave
Request a refundAm I covered?
Example
Refund forLagos Live Night
Refunding₦15,000
  1. Request receivedWe have your order details
  2. ApprovedConfirmed with the organiser
  3. Sent to your payment providerOn its way back to your card or bank
  4. 4
    Money in your accountTiming depends on your bank

Cancelled event? You are covered

If an organiser cancels an event, the organiser is responsible for refunding you. We follow it up and help where we can.

Same way back

Your refund returns to the card, bank account or wallet you paid with, not a new account.

Always in the loop

You get email updates at every step, so you never have to wonder where your money is.

How your money moves

Trusted partners handle every payment and refund

We never store your full card details. Payments, and the refunds that follow, run through two of Africa's leading payment providers.

Paid with Paystack?

Your refund is reversed through the same Paystack channel you used. Card payments go back to your card and bank transfers go back to the source account. You will get a confirmation email once it is sent.

CardsBank transferTypically 3 to 10 working days

Paid with Flutterwave?

Refunds are sent back to where the payment came from. Bank account refunds are usually quickest, while card refunds depend on your bank and can take longer. We keep you updated along the way.

CardsMobile moneyTypically 3 to 15 business days
Encrypted, secure payments
We never store full card details
Every refund is tracked
Am I covered?

Find your situation

Most tickets are non-refundable after purchase unless the organiser's own policy allows it. Here is what that means in real life.

Refund due

The event is cancelled

The organiser is responsible for refunding your ticket. We follow it up with them and help where we can.

We will keep you updated by email. Contact us if you have not heard from us.
Often allowed

The event is rescheduled

Your ticket normally stays valid for the new date. If you cannot make it, the organiser's policy decides whether you can get a refund.

Check the event page, then contact us if unsure.
Case by case

The event changes a lot

If the date, venue or line-up changes in a major way from what was advertised, tell us. We will look into it with the organiser.

Please contact us as soon as possible after the change.
We will investigate

You were charged but got no ticket

Payment went through but no ticket arrived? We will investigate promptly. If we confirm the payment was taken without a ticket being issued, you will get your ticket or a refund.

Send us your payment reference.
We will investigate

You were charged twice

Duplicate charges for the same order are refunded once we confirm them with the payment provider.

Send both payment references.
Organiser policy

You changed your mind or cannot attend

Unless the organiser's refund policy allows it, tickets are non-refundable. Many organisers do offer refunds, so it is always worth asking.

See the policy on the event page.
Clear boundaries

What is not refunded, and what we do not allow

We want refunds to be fair for everyone. These rules protect attendees, organisers and the platform from abuse.

Usually not refundable

Unless the organiser's own policy or the law says otherwise:

  • Changing your mind or no longer being able to attend
  • Missing the event, arriving late or leaving early
  • Tickets that have already been scanned or used
  • Lost, shared or copied tickets, including codes you gave to someone else
  • Events that went ahead broadly as advertised, including small changes to timing, line-up order or facilities
  • Tickets bought from unofficial resellers instead of through TicketQuill
  • Payment provider charges that cannot be returned

What we do not allow

To keep things safe and fair, the following are not permitted:

  • False, misleading or exaggerated refund claims
  • Disputing a charge with your bank for a ticket you used or for an event that took place
  • Selling or sharing a ticket and then asking for a refund
  • Using stolen cards or fraudulent payments
  • Repeated or abusive refund requests, or abuse towards our team
  • Organisers cancelling without notice or refusing a refund they owe
If we find a request or payment is abusive or fraudulent, we may decline it, cancel the ticket, suspend the account and, where appropriate, report it to the payment provider or the authorities.
How long it takes

What to expect, and when

Once we approve a refund, the timing is mostly down to the payment provider and your bank. These are typical ranges.

You paid withTypical waitWhat to know
Debit or credit card3 to 15 business daysCard refunds pass through the card network and your bank, so they take the longest.
Bank transfer or account1 to 3 business daysUsually the fastest route. The money returns to the account you paid from.
Mobile money or wallet3 to 5 business daysCredited back to your wallet, depending on the provider.
These are estimates, not guarantees. They count business days, so weekends and public holidays can add time, and delays at your bank or payment provider are outside our control. If your refund has not arrived after the typical window, contact us and we will share the refund reference so you can follow it up with your bank.
Request a refund

Four steps. No stress.

Have your order details ready and we will take it from there.

1

Gather your details

Your order number or payment reference, the email you booked with and the event name.

2

Contact us

Send a message through our contact page. Tell us what happened in a sentence or two.

3

We review it

We check your order and, where needed, speak to the organiser. We usually reply within 24 hours.

4

Get your money back

If approved, we send it to your payment provider and email you when it is on its way.

Contact support
Both sides of the ticket

Fair for attendees and organisers

Great events need trust in both directions.

For attendees

Know before you buy. Everything that affects your refund is shown up front.

  • Check the organiser's refund policy on the event page before you pay
  • Ticket prices and fees are shown before checkout
  • Keep your confirmation email, as it has your order reference
  • Contact us early if something looks wrong

For organisers

Clear policies keep attendees confident and cut down on disputes.

  • Set a refund policy that suits your event and show it on your page
  • Tell attendees quickly if an event changes or is cancelled
  • If you cancel, you are responsible for refunding attendees, and we will help you do it
  • Respond to refund questions promptly
Payment provider charges and some service fees may not be returned when an order is refunded. [Confirm: are TicketQuill service fees refunded on cancelled events?]
The fine print

Important to know, in plain English

A few points that apply to every refund.

Claim window. Please contact us as early as you can. [Add your claim window, e.g. within 7 days of the event]
We may ask for proof. This can include your payment reference, order email and screenshots, so we can verify your claim.
Same amount, same method. Refunds go to the original payment method, in the original currency, minus any charges that cannot be returned.
Our decision. We review each request fairly and make the final decision on refunds we are responsible for. Organisers decide refunds under their own policy.
Timings are estimates. Banks and payment providers set their own processing times, which we cannot control.
Your legal rights. Nothing here limits any rights you have under the law that cannot be waived.
Changes to this policy. We may update it from time to time. The version in place when you bought your ticket applies to that order.
Works with our Terms. This policy sits alongside our Terms of service. If the two ever conflict, the Terms apply.

Good to know

Quick answers to the questions we hear most.

Once we send a refund, your payment provider and bank still need to process it. Card refunds can take up to around 15 business days. If the typical window has passed, contact us and we will give you the refund reference to follow up with your bank.

Yes. Refunds go back to the card, bank account or wallet you paid with. We cannot send them to a different account.

Sometimes. If an event changes in part, or an organiser offers a partial refund, we can process the agreed amount. Just ask.

Contact us. If an event is cancelled and the organiser has not refunded you, we will follow it up with them where we can and keep you updated.

You can, but contacting us first is usually faster and simpler. Chargebacks can take a long time and may affect your ticket.

Yes. Payments are handled by Paystack and Flutterwave. We do not store your full card details.

Still need a hand?

Our team is happy to help. Send us your order details and we will sort it out with you.

Contact supportRead our terms