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Legal

Refund Policy

Last updated: July 5, 2026

1. Overview

This Refund Policy applies to all ticket purchases made through the Events @ The Cube platform at events.the-cube.co.ke. All payments are processed through our ticketing system via M-Pesa. For paid ticket sales, a small processing fee is applied. Refund responsibility for events lies with The Cube Innovation Hub as the event organizer. This policy establishes the standards that apply to all transactions.

2. Free Events (RSVP)

Free event registrations can be cancelled at any time by contacting us directly. 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. Any processing or payment gateway fees are non-refundable.
  • 24 to 48 hours before the event: Attendees may request a refund. A partial refund (at least 50% of the ticket price) may be issued at our discretion.
  • Less than 24 hours before the event: Refunds are at the sole discretion of The Cube Innovation Hub. No refund is guaranteed.
  • After the event has started: No refund is available.

4. Event Cancellation by Organizer

If The Cube Innovation Hub cancels an event, all ticket holders are entitled to a full refund of the amount paid. Refunds will be processed within 14 business days of the cancellation announcement. All registered attendees will be notified 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 processed via M-Pesa and returned to the original payment number.
  • Processing time is typically 5–10 business days, depending on your service provider.
  • Payment gateway fees are non-refundable. The refund amount is the ticket price minus any non-refundable fees.

8. Disputes

If you have a dispute regarding a refund, please contact us directly at info@the-cube.co.ke. We will make reasonable efforts to resolve the matter promptly.

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, please contact us: