Refund Policy

1. Overview

This Refund Policy applies to all ticket purchases and shop orders made through the Hackhouse platform at community.hackhouse.africa. All payments are processed through Hackhouse’s central Paystack account. For ticket sales, a 2.5% ticketing fee(1.5% Paystack processing + 1% Hackhouse platform fee) is deducted from each paid ticket sale and automatically settled to the organizer’s bank via a Paystack subaccount. Refund responsibility for events lies with the event organizer. This policy establishes the minimum standards that apply.

2. Free Events (RSVP)

• Free event registrations can be cancelled at any time by the attendee from the “My Tickets” section of their account.
• No payment is involved, so no refund is applicable.

3. Paid Events - Attendee-Initiated Cancellation

• More than 48 hours before the event: Attendees are entitled to a full refund of the ticket price. The 2.5% ticketing fee (1.5% Paystack processing + 1% Hackhouse platform fee) is non-refundable.
• 24 to 48 hours before the event: Attendees may request a refund. The organizer may issue a partial refund (at least 50% of the ticket price) at their discretion.
• Less than 24 hours before the event: Refunds are at the sole discretion of the event organizer. No refund is guaranteed.
• After the event has started: No refund is available.

4. Event Cancellation by Organizer

If an organizer cancels an event, all ticket holders are entitled to a full refund of the amount paid. The organizer must process refunds within 14 business days of the cancellation announcement. Hackhouse will notify all registered attendees of the cancellation by email.

5. Event Postponement

If an event is postponed to a new date, existing tickets remain valid for the rescheduled date. Attendees who cannot attend the new date are entitled to a full refund if they request one within 7 days of the postponement announcement.

6. Shop & Merchandise Purchases

• Defective or incorrect items: If you receive a defective item or an item that does not match your order (wrong size, wrong colour, wrong product), contact us within 7 days of delivery. We will arrange a replacement or a full refund including any delivery charges.
• Change of mind: We accept returns for unworn, unwashed merchandise in its original packaging within 14 days of delivery. The buyer is responsible for return shipping costs. Once the item is received and inspected, a refund of the purchase price (excluding original delivery charges) will be issued.
• Non-returnable items: Personalised or custom-printed merchandise cannot be returned unless defective.
• Out-of-stock after purchase: If an item becomes unavailable after you have paid, we will notify you within 3 business days and offer a full refund or a substitute of equal or greater value.

7. How Refunds Are Processed

• Refunds are coordinated through Hackhouse and processed via Paystack. Organizers should contact Hackhouse at info@hackhouseafrica.com to initiate a refund.
• Refunds are returned to the original payment method (card or M-Pesa).
• Processing time is typically 5–10 business days, depending on the payment method and financial institution.
• The 2.5% ticketing fee (1.5% Paystack processing + 1% Hackhouse platform fee) is non-refundable. The refund amount is the ticket price minus the ticketing fee.

8. Disputes

If you have a dispute regarding a refund, please first contact the event organizer directly (their contact information is available on the event page). If the dispute cannot be resolved, you may contact Hackhouse at info@hackhouseafrica.com and we will make reasonable efforts to facilitate a resolution.

As the payment processor, Hackhouse facilitates refunds on behalf of organizers but the organizer retains ultimate responsibility for honouring refund obligations. Organizers who repeatedly fail to honour this refund policy may have their accounts suspended.

9. Consumer Rights

This policy does not limit any rights you may have under the Consumer Protection Act (Cap 503, Laws of Kenya) or any other applicable Kenyan legislation. Where Kenyan law provides greater consumer protection than this policy, the law prevails.

10. Contact

For refund queries, contact the event organizer in the first instance. For platform-related concerns:

Hackhouse Africa Limited
Email: info@hackhouseafrica.com
Phone: +254 722 717 770
124 Manyani East Road, Nairobi, Kenya