Terms & Conditions

These Terms and Conditions (“Terms”) govern access to and use of the Tickopedia website, applications, APIs and related services (collectively, the “Platform”). The Platform is operated by ARDENA PLATFORMS AFRICA LTD, a company registered in Kenya. (“Tickopedia”, “we”, “us” or “our”).

By creating an account, listing an event, purchasing a Ticket, using guest checkout, clicking to accept these Terms, or otherwise using the Platform, you agree to be bound by these Terms. If you do not agree, do not use the Platform.

These Terms must be read together with our Privacy Notice, Cookie Notice, Refund and Cancellation Policy, Organizer Agreement and any event-specific terms clearly disclosed before purchase. If event-specific terms conflict with these Terms, these Terms prevail in relation to use of the Platform, while the event-specific terms govern attendance at that Event, subject always to applicable law.

In these Terms:

• Attendee means the person who uses a Ticket to attend an Event, whether or not that person originally purchased the Ticket.
• Buyer means a registered or guest user who purchases or attempts to purchase a Ticket through the Platform.
• Event means an event, performance, activity or experience listed on the Platform.
• Event Page means the Platform page containing the Event description, date, time, venue, Ticket types, prices and applicable event-specific terms.
• Organizer means the person or entity that creates, promotes, manages or supplies an Event and offers Tickets through the Platform.
• Organizer Earnings means the accounting record of amounts attributable to an Organizer from completed Ticket sales, less applicable Commission, refunds, reversals, chargebacks, taxes, penalties and other authorized adjustments. Organizer Earnings are not a separate electronic-money product or deposit account.
• Platform Commission means the fee charged by Tickopedia to an Organizer for each Ticket sold, calculated at the rate and subject to any cap shown to the Organizer in the Platform or applicable commercial agreement.
• Ticket means the electronic admission credential issued after confirmed payment, including its unique QR code or other validation token.
• User means any person who accesses or uses the Platform, including a Buyer, Attendee or Organizer.

Tickopedia provides technology that enables Organizers to publish Events, offer Tickets, receive Event-related communications, view sales information and request settlement of Organizer Earnings. Tickopedia may also facilitate payments, Ticket delivery, QR-code validation, attendee communications and other operational services.

Unless Tickopedia is expressly identified on the Event Page as the Organizer, the Organizer—not Tickopedia—is responsible for producing and operating the Event, the accuracy of the listing, venue access, safety, permits, licences, performers, advertised content and fulfilment of the Event.

Nothing in these Terms excludes any responsibility that applicable law places on Tickopedia as a supplier, agent, data controller, payment facilitator or otherwise. References to Tickopedia as a platform do not limit a User’s non-excludable statutory rights.

You must have legal capacity to enter into a binding agreement. If you are under 18 years old, a parent or legal guardian must make the purchase and accept these Terms on your behalf. Event-specific age limits still apply.

If you use the Platform for a company, partnership, association or other organization, you confirm that you have authority to bind that organization. The organization is responsible for your use of the Platform.

You must not use the Platform if you are prohibited from doing so by law, are subject to applicable sanctions, or have previously been suspended unless Tickopedia has authorized your return in writing.

You must provide accurate, current and complete information. Registered Users must protect their password, one-time passwords and access tokens and must promptly notify us at security@ardena.co.ke if they suspect unauthorized use. You are responsible for activity conducted through your account except to the extent caused by Tickopedia’s breach of law or failure to use reasonable security.

A User may hold only accounts that serve a legitimate purpose and must not impersonate another person. Tickopedia may require profile completion before a registered User purchases Tickets.

Guest checkout does not create a permanent account. A guest Buyer must verify their email address and provide an accurate name, email address and M-PESA phone number. Guest order access links or tokens are confidential. Anyone with access to them may be able to view limited order information.

An Organizer may also use the same account as an ordinary Buyer. Organizer privileges, including withdrawals, may be subject to additional verification.

Before accessing specified Organizer functions, Tickopedia may require identity verification, business information, tax information, payment details or other due-diligence information. Verification may be performed by an authorized third-party verification provider.

An Organizer must ensure that their Platform profile matches their genuine legal identity and valid identification document. A verified identification document may not be reused to verify a different Organizer account. Tickopedia may suspend verification or Organizer privileges where information is inconsistent, expired, suspected to be fraudulent or cannot be verified.

Verification is a risk-control measure and is not an endorsement, guarantee of trustworthiness or guarantee that an Event will take place.

An Organizer must:

1. provide complete, accurate and non-misleading Event information, including the Event’s identity, venue, date and time, accessibility information, material restrictions, age limits, Ticket allocation and total price;
2. hold all rights, venue permissions, licences, permits, insurance and approvals required to advertise and operate the Event;
3. ensure that the cumulative quantity of all Ticket types does not exceed the lawful and safe Event capacity;
4. honour every valid Ticket issued through the Platform;
5. comply with consumer, advertising, intellectual-property, health, safety, accessibility, tax, employment and other applicable laws;
6. promptly update or cancel inaccurate listings and notify Tickopedia of any cancellation, postponement, relocation or material change;
7. provide reasonable customer support concerning the Event; and
8. fund and cooperate with refunds, reversals or other remedies for which the Organizer is responsible.

An Organizer must not list an unlawful, fraudulent, unsafe, misleading or unauthorized Event. Tickopedia may reject, pause, correct or remove a listing where reasonably necessary to protect Users, comply with law or preserve Platform integrity.

Events may be published automatically when created. Automatic publication does not constitute Tickopedia’s approval of the Event or its content.

Ticket prices, Ticket types, quantities, sales periods and any disclosed fees are shown on the Event Page or checkout page. Unless stated otherwise, amounts are in Kenya shillings and include taxes that the law requires to be included.

Ticket availability may change at any time. Adding a Ticket to a basket or starting checkout does not guarantee availability. Tickopedia may temporarily reserve the requested quantity while payment is pending. The reservation may expire if payment is not confirmed within the displayed or system-defined period, after which the Tickets may be offered to another Buyer.

Before submitting an order, the Buyer must be given a reasonable opportunity to review and correct the Event, Ticket type, quantity, price, contact details and payment information and expressly accept the purchase.

An order is accepted only when:

1. the payment provider confirms successful payment;
2. Tickopedia validates the amount and relevant transaction reference;
3. inventory remains valid or was validly reserved; and
4. Tickopedia creates the corresponding Ticket record.

An STK-push request, payment-provider acknowledgement, pending status or temporary reservation is not confirmation of a completed purchase. If a Buyer believes money was deducted but the order was not confirmed, the Buyer must contact us with the M-PESA transaction reference, order reference and phone number used.

Tickopedia may reject or cancel an order before confirmation where there is a pricing or listing error, suspected fraud, duplicate request, unlawful transaction, failed payment, expired reservation or lack of inventory. Where Tickopedia has received funds for an order that is not accepted, those funds will be handled in accordance with applicable law and the Refund and Cancellation Policy.

Payments may be processed by Safaricom M-PESA or another payment provider. Use of a payment method is also subject to the provider’s terms and service availability.

The Buyer authorizes the payment provider and Tickopedia to process the amount shown at checkout. The Buyer must use a payment method they are authorized to use and must not initiate a false reversal or fraudulent dispute.

Tickopedia uses payment callbacks and, where available, transaction-status queries to determine the authoritative payment result. A payment is not treated as successful solely because an STK prompt was displayed or accepted.

Tickopedia is not responsible for a payment-provider outage, network delay or incorrect phone number, but will take reasonable steps to reconcile ambiguous transactions and provide remedies required by law.

Tickets are issued only after confirmed successful payment. Tickopedia may deliver Tickets as a PDF attachment, make them available in a registered Buyer’s account, or use another disclosed electronic method.

The Buyer is responsible for providing a working email address and checking spam or junk folders. Failure to receive an email does not necessarily mean the purchase failed. The Buyer should check the order status or contact support before attempting a duplicate purchase.

Each Ticket contains a unique QR code or validation token. The token is the admission credential and must be kept private. It should not be posted online, forwarded to an unauthorized person or displayed publicly. A copied Ticket may be used by whoever presents the valid token first.

Unless an authorized transfer feature or the Organizer’s terms expressly allow otherwise, Tickets may not be resold, transferred for commercial gain, duplicated or altered.

Admission remains subject to the Event’s lawful venue rules, safety requirements, age restrictions and event-specific terms disclosed before purchase. The Organizer may request reasonable identification where required by those disclosed terms or by law.

At entry, the Organizer may scan the Ticket’s QR code. Tickopedia validates that the token exists, belongs to the Event and has not already been used. A Ticket is marked as checked in after successful validation. Subsequent scans may be rejected.

An Organizer may deny admission for an invalid, duplicated, altered, refunded, cancelled or already-used Ticket, or for lawful safety or conduct reasons. An Organizer must not deny admission on a discriminatory or otherwise unlawful basis.

The Event Page must clearly disclose the applicable cancellation and refund terms before purchase. Those terms are subject to mandatory consumer rights and cannot remove remedies available under applicable law.

Except where required by law, stated in the applicable refund policy, or approved by the Organizer, a Buyer is not automatically entitled to a refund for a change of mind, failure to attend, lateness, inability to satisfy a disclosed entry requirement, or loss or unauthorized sharing of a Ticket.

If an Event is cancelled, materially postponed, relocated or materially changed:

1. the Organizer must promptly notify Tickopedia and affected Buyers;
2. the Organizer remains responsible for the Event and for funding remedies required by law or the disclosed refund policy;
3. Tickopedia may suspend Organizer withdrawals and retain, set off or recover amounts reasonably required for refunds, reversals and chargebacks;
4. Tickopedia may facilitate refunds to the original payment method or another lawful method after verification; and
5. the Buyer must submit any required request within the period stated in the Refund and Cancellation Policy unless a longer period is required by law.

The Refund and Cancellation Policy must state whether disclosed service or payment-processing fees are refundable. No fee will be treated as non-refundable where applicable law requires its return.

Refund processing times may depend on M-PESA or another payment provider. Tickopedia will communicate the status and expected timeframe where reasonably possible.

Tickopedia records Organizer Earnings after a valid Ticket payment is successfully completed. Organizer Earnings are bookkeeping entries showing amounts that may become payable under these Terms; they are not stored-value accounts, deposits, loans or independent electronic money.

The Platform Commission rate and cap are configurable and may change prospectively. The applicable Commission must be disclosed to the Organizer before it applies. A change will not retroactively increase the Commission on a completed sale unless required to correct an error or comply with law.

Organizer Earnings may remain pending for the release period disclosed in the Organizer dashboard or commercial terms. Tickopedia may extend a hold where reasonably necessary because of an Event cancellation, refund exposure, chargeback, suspected fraud, investigation, legal requirement or material breach of these Terms.

Subject to verification, minimum and maximum limits, available balance and payment-provider requirements, an Organizer may request withdrawal to the verified M-PESA number associated with their profile. Submission or acceptance of a B2C request does not prove completion. A withdrawal is completed only after a valid provider result or transaction-status confirmation.

Tickopedia may:

• deduct Commission, refunds, reversals, chargebacks, taxes required to be withheld, payment-provider charges disclosed to the Organizer and other amounts lawfully due;
• correct accounting errors;
• place a reasonable reserve against anticipated refunds or disputes; and
• set off amounts owed by the Organizer against present or future Organizer Earnings, to the extent permitted by law.

The Organizer must promptly repay a negative balance. Tickopedia will provide records of sales, deductions and payouts through the dashboard or on reasonable request.

Each User is responsible for taxes arising from their own activities, except for taxes that the law requires Tickopedia to collect, withhold or remit.

An Organizer is responsible for determining and fulfilling tax obligations arising from Ticket sales and operating the Event, issuing any legally required tax documentation, and providing Tickopedia with accurate tax information. Tickopedia may withhold amounts where legally required and provide applicable withholding records.

An Organizer may use Platform announcement tools only to send necessary and relevant information to Buyers or Attendees of that Organizer’s Event, such as schedule, venue, safety, access, postponement or cancellation information.

Organizer announcements must not contain unlawful, abusive, deceptive or unrelated marketing content. An Organizer must not extract attendee contact details for unrelated advertising or disclose them to another party without a lawful basis. Marketing communications require any consent and opt-out mechanism required by law.

Tickopedia may retain delivery and failure records for security, support, compliance and audit purposes.

“User Content” includes Event titles, descriptions, posters, profile images, logos, announcements and other material submitted to the Platform.

You retain ownership of your User Content. You grant Tickopedia a non-exclusive, worldwide, royalty-free licence, for as long as reasonably needed to operate, promote and archive the relevant Event or account, to host, store, reproduce, resize, format, display, communicate and distribute that User Content through the Platform and Tickopedia’s Event-promotion channels.

You confirm that you own or have permission to use the User Content and that it does not infringe intellectual-property, privacy, publicity or other rights. Tickopedia may remove allegedly infringing content and cooperate with lawful rights-enforcement requests.

The Platform software, Tickopedia name, logos, interface and original content belong to Tickopedia or its licensors. Except as permitted by law, no User may copy, reverse-engineer, scrape, frame, sell or exploit them without written permission.

You must not:

• use the Platform for fraud, money laundering, unlawful events, unauthorized resale or any illegal purpose;
• manipulate Ticket inventory, prices, check-in records, payment callbacks, reviews or Platform metrics;
• create duplicate or false accounts to evade restrictions;
• probe, attack, overload, bypass or interfere with Platform security;
• introduce malicious code or use automated access without authorization;
• obtain or attempt to obtain another User’s password, OTP, guest order token, QR token or personal data;
• upload content that is unlawful, defamatory, threatening, discriminatory, obscene, deceptive or infringing; or
• falsely claim affiliation with Tickopedia, an Organizer, venue, performer or other person.

Tickopedia may investigate suspected misuse, preserve relevant evidence and cooperate with lawful requests from courts, regulators, payment providers and law-enforcement agencies.

Tickopedia processes personal data in accordance with its Privacy Notice and applicable data-protection law. Depending on the service used, this may include account information, contact details, transaction references, device and security information, Ticket activity, check-in records, Organizer identity verification information and support communications.

The Ticket QR code is intended to contain an opaque validation token rather than the Buyer’s email address, phone number, M-PESA receipt or other direct personal information.

The Privacy Notice must explain the purposes and lawful bases for processing, categories of recipients, international transfers, retention periods, security measures, data-subject rights and how to contact Tickopedia or the Data Protection Officer.

Organizers may receive only the attendee information reasonably necessary to operate their Events and must process that information lawfully, securely and only for the disclosed Event-related purposes. Depending on the circumstances, an Organizer may be an independent data controller and must provide its own privacy information.

The Platform may rely on third parties such as M-PESA, identity-verification providers, email providers, cloud hosting and object-storage providers. Their services may be governed by separate terms and privacy notices.

Tickopedia remains responsible for its own legal obligations when selecting and using processors or service providers, but does not control independent third-party networks or services.

Links to third-party websites do not constitute endorsement. Users should review third-party terms before using those services.

Tickopedia aims to provide a secure and reliable Platform but does not promise uninterrupted or error-free availability. Maintenance, security incidents, internet failures, payment-provider outages, force majeure or other events may interrupt access.

Tickopedia may modify or discontinue features where reasonably necessary. We will give reasonable notice of a material change that adversely affects an ongoing paid service unless urgent legal, security or operational circumstances make advance notice impracticable.

To the maximum extent permitted by law:

• Tickopedia does not guarantee that an Organizer will operate an Event exactly as advertised;
• Event opinions, claims and User Content belong to their respective authors;
• verification reduces risk but does not eliminate fraud or guarantee an Organizer’s performance; and
• Users remain responsible for evaluating Event information and complying with disclosed entry requirements.

Nothing in these Terms excludes statutory guarantees, consumer remedies, liability for fraud or fraudulent misrepresentation, gross negligence, wilful misconduct, death or personal injury caused by negligence, data-protection obligations, or any liability that cannot lawfully be excluded.

Subject to the non-excludable liabilities above, Tickopedia is not liable for indirect, consequential or special loss that was not reasonably foreseeable when the agreement was formed, including loss of anticipated profits, business opportunity or reputation.

For claims arising solely from Tickopedia’s provision of the Platform in connection with a particular Ticket order, Tickopedia’s aggregate contractual liability will not exceed the total amount paid by the Buyer through Tickopedia for that order. For an Organizer claim not linked to a particular order, Tickopedia’s aggregate contractual liability during any twelve-month period will not exceed the Commission paid or payable by that Organizer during that period.

These limitations apply only to the extent they are lawful, reasonable and do not deprive a consumer of a mandatory remedy.

An Organizer will indemnify Tickopedia against third-party claims, regulatory penalties, losses and reasonable legal costs arising directly from:

1. the Organizer’s Event, cancellation, venue, personnel or failure to honour valid Tickets;
2. inaccurate or unlawful Event information or User Content;
3. infringement of third-party rights;
4. the Organizer’s breach of law, these Terms or its data-protection duties; or
5. refunds, chargebacks or taxes for which the Organizer is responsible.

This indemnity does not apply to the extent that the loss was caused by Tickopedia’s breach, negligence, unlawful conduct or failure to mitigate reasonably. Tickopedia will give reasonable notice of an indemnified claim and allow the Organizer to participate in its defence, subject to Tickopedia’s right to protect its legitimate interests.

Tickopedia may restrict, suspend or terminate access where reasonably necessary because of fraud risk, security threats, non-payment, unlawful activity, repeated complaints, breach of these Terms, failed verification, regulatory direction or risk to Users or the Platform.

Where appropriate, Tickopedia will explain the reason and provide an opportunity to respond. Immediate action may be taken where delay would create material risk or violate law.

A User may stop using the Platform at any time and may request account deletion subject to legal retention obligations, unresolved transactions, disputes and security requirements. Termination does not cancel accrued payment, refund, tax, intellectual-property, confidentiality, indemnity or dispute obligations.

Tickopedia may amend these Terms to reflect legal, security, operational or service changes. The updated Terms will state the effective date.

Material changes will be communicated by reasonable means, such as email, dashboard notice or a prominent Platform notice. Where required by law, Tickopedia will obtain renewed acceptance. Changes will not retroactively reduce rights relating to a completed purchase.

Please first contact us with your name, order or Event reference, a description of the issue and the remedy requested. Tickopedia will acknowledge the complaint within 24hrs and aim to provide a substantive response within 3 business days.

The parties should attempt in good faith to resolve the dispute through direct discussion. If unresolved, they may agree to mediation before commencing court proceedings.

These Terms are governed by the laws of Kenya. Subject to any consumer’s right to use another competent forum under applicable law, the courts of Kenya have jurisdiction. Nothing prevents a User from referring a complaint to a competent consumer, data-protection, communications, competition or other regulator.

If any provision is unlawful or unenforceable, it will be limited or removed only to the minimum extent necessary, and the remaining provisions will continue to apply.

Tickopedia’s failure to enforce a provision is not a waiver. A waiver must be in writing and applies only to the specific circumstance for which it is given.

A User may not transfer their rights or obligations under these Terms without Tickopedia’s consent. Tickopedia may transfer these Terms as part of a genuine reorganization, financing, merger or sale of the Platform, provided that Users’ rights are not materially reduced and any required notice is given.

These Terms and the documents incorporated into them constitute the agreement concerning use of the Platform, but do not exclude representations or rights that cannot lawfully be excluded.

Electronic records, notices and acceptance may be used to form and evidence agreements to the extent permitted by law. Users should retain the order confirmation and current version of the applicable terms.

ARDENA PLATFORMS AFRICA LTD
Registered office: Njoro, Nakuru Support: support@tickopedia.com
Telephone: 0707455425