Legal
Refund & Cancellation Policy
How refunds and cancellations work on Katoola Events.
Last updated
Effective date:
This Refund & Cancellation Policy governs ticket refunds, event cancellations, postponements, and related financial processes for events listed on Katoola Events ("Katoola"). Katoola is owned and operated by LevelOn Capital. By purchasing tickets or listing events through Katoola, you agree to this Policy.
1. Platform Role
Katoola operates as a controlled event marketplace platform.
Unless expressly stated otherwise:
- Katoola is not the organiser of third-party events,
- Katoola is not the venue operator,
- and organisers remain independently responsible for:
- event execution,
- cancellations,
- postponements,
- refunds,
- and organiser-related obligations.
Katoola facilitates:
- ticketing infrastructure,
- payment workflows,
- operational systems,
- communication systems,
- and refund coordination processes where reasonably necessary.
2. General Refund Principles
Refund eligibility may depend on:
- organiser policies,
- event status,
- timing,
- fraud reviews,
- operational considerations,
- payment provider limitations,
- and applicable laws.
Refunds are not automatically guaranteed in all circumstances.
Katoola reserves the right to:
- review refund requests,
- investigate disputes,
- delay processing,
- request supporting information,
- deny abusive or fraudulent claims,
- or intervene operationally where reasonably necessary.
3. Event Cancellations
If an event is cancelled:
- the organiser remains primarily responsible for refund obligations,
- and Katoola may facilitate refund processing where reasonably possible.
Katoola reserves the right to:
- suspend organiser payouts,
- reverse pending settlements,
- intervene operationally,
- or enforce refunds without organiser approval where reasonably necessary.
Refund processing timelines may vary depending on:
- payment providers,
- organiser cooperation,
- fraud investigations,
- banking systems,
- and operational circumstances.
4. Event Postponements & Rescheduling
If an event is postponed or rescheduled:
- tickets may remain valid for the updated date,
- unless otherwise stated by the organiser or required by applicable law.
Refund eligibility for postponed events may depend on:
- organiser policies,
- timing of the postponement,
- operational considerations,
- and applicable legal obligations.
Katoola reserves the right to:
- review postponement-related disputes,
- determine operational handling,
- and coordinate communication processes where reasonably necessary.
5. Refund Request Windows
Refund requests may be subject to:
- organiser-defined windows,
- platform operational deadlines,
- payment-provider limitations,
- fraud review periods,
- and settlement timelines.
Users are encouraged to submit refund-related requests as soon as reasonably possible.
Katoola may reject:
- late claims,
- duplicate claims,
- abusive claims,
- fraudulent claims,
- or requests submitted after operational settlement periods have materially closed.
6. Organiser Settlements & Refund Timing
Standard organiser payouts are generally processed approximately three (3) business days after successful event completion verification.
Because organiser settlements may occur shortly after event completion:
- refund options may become more limited after payouts have already been processed.
Once settlement funds have been released:
- organisers remain primarily responsible for ongoing refund obligations relating to their events,
- unless otherwise required by law or expressly determined by Katoola.
Katoola does not guarantee indefinite refund availability after organiser settlement completion.
7. Chargebacks & Payment Disputes
Organisers remain primarily responsible for:
- chargebacks,
- payment disputes,
- reversal losses,
- and organiser-related financial liabilities connected to their events.
Katoola reserves the right to:
- withhold settlements,
- reverse pending payouts,
- apply reserve controls,
- restrict organiser access,
- suspend organiser accounts,
- or recover losses where reasonably necessary.
Fraudulent or abusive chargeback behaviour may result in:
- account restrictions,
- ticket invalidation,
- organiser penalties,
- or permanent platform suspension.
8. Non-Refundable Situations
Unless otherwise required by law or expressly determined by Katoola, refunds may not be available for:
- missed events,
- denied entry due to venue rules,
- denied entry due to intoxication,
- denied entry due to age restrictions,
- failure to attend,
- transport problems,
- accommodation issues,
- weather conditions,
- personal scheduling conflicts,
- dissatisfaction with event content,
- performer changes,
- partial line-up changes,
- or circumstances outside Katoola's reasonable control.
9. Fraud Prevention & Refund Abuse
Katoola reserves the right to:
- investigate refund activity,
- request supporting information,
- suspend transactions,
- delay processing,
- invalidate tickets,
- deny suspicious claims,
- or restrict accounts where reasonably necessary for:
- fraud prevention,
- operational protection,
- dispute handling,
- or platform integrity.
Katoola is not obligated to disclose all fraud-detection methods or internal review processes.
10. Third-Party Payment Providers
Refund processing may depend on third-party payment providers, banks, mobile-money systems, or financial infrastructure providers.
Katoola:
- does not control all external processing timelines,
- does not guarantee uninterrupted payment-provider availability,
- and is not responsible for delays caused by third-party financial systems.
11. Operational Discretion
Katoola reserves the right to:
- review,
- investigate,
- approve,
- deny,
- delay,
- suspend,
- or operationally manage refund and cancellation matters where reasonably necessary for:
- fraud prevention,
- legal compliance,
- dispute management,
- payment risk,
- organiser misconduct,
- platform integrity,
- or operational protection.
12. Force Majeure
Refunds, cancellations, postponements, or operational handling may be affected by events outside reasonable control, including:
- weather,
- civil unrest,
- internet failures,
- infrastructure outages,
- venue shutdowns,
- pandemics,
- government actions,
- strikes,
- emergencies,
- or third-party system failures.
Katoola is not liable for losses arising from force majeure circumstances.
13. Limitation of Liability
To the maximum extent permitted by law:
- Katoola is not responsible for organiser-controlled event decisions,
- venue operations,
- performer attendance,
- crowd conditions,
- attendee conduct,
- transport disruptions,
- accommodation issues,
- or third-party failures connected to events.
Katoola's total liability relating to refunds, cancellations, disputes, or related matters shall be limited to the amount paid to Katoola relating to the relevant transaction to the extent permitted by applicable law.
14. Governing Law
This Policy is governed by the laws of Malawi.
Disputes relating to refunds, cancellations, or related matters are subject to the jurisdiction of the courts of Malawi unless otherwise required by applicable law.
15. Changes to This Policy
Katoola may:
- update,
- revise,
- replace,
- or modify
this Refund & Cancellation Policy over time.
Continued use of the platform after updates may constitute acceptance of revised policies.
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