Refund & Cancellation Policy

A clear and consistent framework for ticketing, cancellations, refunds and payment disputes.

Prepared for merchant onboarding, platform publication and customer use

Policy administration and publication details

• Cancelled event that is not rescheduled: valid ticket holders are ordinarily eligible for a refund of the ticket price actually paid.
• Rescheduled or postponed event: the original ticket ordinarily remains valid; Tribe may open a defined refund-request window.
• Customer change of mind or inability to attend: generally non-refundable, subject to statutory rights and exceptional consideration.
• Duplicate or erroneous payment: refundable after verification.
• Approved refund: ordinarily returned to the original payment method and may take approximately 7-14 business days to reflect.

Tribe Entertainment (Pty) Ltd | Botswana

This Refund and Cancellation Policy (“Policy”) sets out the circumstances in which customers who purchase tickets, event-related products, reservations, packages or other services from Tribe Entertainment (Pty) Ltd (“Tribe Entertainment”, “Tribe”, “we”, “us” or “our”) may be entitled to a cancellation, refund, credit, exchange or other remedy.

The purpose of this Policy is to:

• establish transparent and consistent refund and cancellation procedures;
• protect the rights and legitimate interests of customers;
• provide certainty regarding event ticket purchases;
• establish procedures for cancelled, postponed, rescheduled or materially changed events;
• address duplicate and erroneous payment transactions;
• provide clear procedures for requesting and processing refunds;
• reduce payment disputes, fraudulent refund requests and chargebacks; and
• ensure that Tribe Entertainment conducts its ticketing and payment activities in accordance with applicable laws and recognised consumer-protection standards.

This Policy applies to purchases made through Tribe Entertainment’s website, mobile application, authorised online ticketing channels, approved physical sales channels and any other platform operated or expressly authorised by Tribe Entertainment.

This Policy is intended to operate consistently with the laws of the Republic of Botswana, including applicable consumer-protection, contract, electronic transaction and payment laws and regulations.

Nothing in this Policy is intended to exclude, restrict or waive any right or remedy that a customer is entitled to under applicable Botswana law.

Where any provision of this Policy conflicts with a mandatory provision of applicable law, the applicable law shall prevail to the extent of that conflict.

This Policy applies primarily to:

1. admission tickets for events organised, promoted or ticketed by Tribe Entertainment;
2. VIP tickets and hospitality packages;
3. table or area reservations;
4. event packages;
5. merchandise sold in connection with an event, where applicable;
6. other event-related products and services sold through Tribe Entertainment’s platform; and
7. payments processed through Tribe Entertainment’s approved payment service providers.

Where Tribe Entertainment acts solely as a ticketing agent for a third-party organiser, additional terms imposed by that organiser may apply, provided that those terms are disclosed to the customer and remain subject to applicable law.

Before completing an online purchase, customers may be required to confirm that they have read and accepted:

• this Refund and Cancellation Policy;
• Tribe Entertainment’s Terms and Conditions;
• any event-specific terms;
• applicable entry requirements; and
• any other terms disclosed during checkout.

Completion of a purchase constitutes acceptance of the terms applicable to that transaction, subject always to rights that cannot lawfully be excluded.

Customers are encouraged to review all event information carefully before completing payment.

Unless otherwise stated in this Policy, disclosed in the applicable event terms, or required by law, a successfully purchased event ticket is considered confirmed once payment has been successfully processed and the ticket or booking confirmation has been issued.

A customer’s change of personal circumstances will not ordinarily create an automatic entitlement to a refund. Examples include:

• deciding not to attend;
• changes to personal plans;
• work or study commitments;
• transport difficulties;
• accommodation difficulties;
• failure to obtain permission to attend;
• failure to arrive at the venue;
• arriving after admission has closed;
• failure to satisfy an age or identification requirement that was disclosed before purchase;
• purchasing a ticket for the wrong date, category or event due to customer error; or
• dissatisfaction arising solely because the customer no longer wishes to attend.

This provision does not affect any refund or other remedy which the customer is entitled to under applicable law or another provision of this Policy.

Where an event is cancelled by Tribe Entertainment and is not rescheduled, customers holding valid tickets purchased through an authorised Tribe Entertainment sales channel will ordinarily be entitled to a refund of the ticket purchase price actually paid.

Customers will be informed of:

• the cancellation;
• whether a refund will be processed automatically or must be requested;
• the refund request procedure, if applicable;
• any refund request deadline;
• the expected processing period; and
• any other relevant arrangements.

Where required by applicable law, any additional amount legally refundable to the customer will also be refunded.

Any service, booking, processing or delivery fee will be treated in accordance with the applicable event terms, payment arrangements and applicable law.

If an event is postponed or rescheduled rather than cancelled, the customer’s original ticket will ordinarily remain valid for the rescheduled date unless Tribe Entertainment communicates otherwise.

Tribe Entertainment will provide customers with reasonable notice of the rescheduled date once confirmed.

Where Tribe determines that refunds will be available following postponement or rescheduling, customers will be provided with a defined refund request period.

A typical refund request window may be seven (7) to fourteen (14) calendar days from the date on which the rescheduled event date is formally communicated, unless:

• a different period is stated for the event;
• exceptional circumstances justify an extension; or
• applicable law requires otherwise.

Where the rescheduled date has not yet been determined, Tribe may delay opening the refund request process until sufficient information is available, provided customers are kept reasonably informed.

Tribe Entertainment may occasionally make reasonable changes to an event, including changes relating to:

• performers;
• supporting acts;
• event timetable;
• venue layout;
• programme;
• production;
• event activities;
• opening or closing times; or
• other operational matters.

Minor or reasonable changes do not automatically give rise to a refund.

However, where Tribe Entertainment makes a material change that substantially changes the nature of the event purchased by the customer, Tribe may provide affected customers with an appropriate remedy, which may include:

• keeping the original ticket;
• transferring the ticket;
• receiving account credit;
• exchanging the ticket; or
• receiving a refund.

Whether a change is material will be determined reasonably, considering the circumstances of the particular event and the customer’s rights under applicable law.

Unless a particular performer has expressly been advertised as the sole or principal basis of the event, changes to individual performers, DJs, artists, speakers, hosts or supporting acts will not necessarily constitute cancellation of the event.

Festivals, concerts, nightlife events and multi-artist experiences may be subject to lineup changes.

Where a headline performer withdraws and this fundamentally changes the advertised nature of the event, Tribe Entertainment will assess whether a refund, exchange or other remedy should be offered.

Any decision will be made reasonably and in accordance with applicable law.

A change of venue will not automatically entitle a customer to a refund if:

• the replacement venue is reasonably comparable;
• the event remains substantially the same;
• the new venue remains reasonably accessible; and
• the customer’s ticket category or entitlement can still be honoured.

Where a venue change significantly affects the customer’s purchased experience or makes performance of the original booking materially different, Tribe Entertainment may make appropriate refund or exchange arrangements.

Where an event has commenced but is interrupted or terminated early because of circumstances beyond Tribe Entertainment’s reasonable control, any refund or alternative remedy will depend on:

• the amount of the event already delivered;
• the reason for termination;
• contractual obligations involving the venue, artists and suppliers;
• whether the event can reasonably be resumed or rescheduled; and
• applicable law.

Tribe Entertainment will assess such situations fairly on a case-by-case basis.

An event may be cancelled, postponed, relocated, interrupted or modified due to circumstances outside Tribe Entertainment’s reasonable control. Such circumstances may include, without limitation:

• severe weather;
• flooding;
• fire;
• natural disasters;
• epidemics or pandemics;
• public-health restrictions;
• national emergencies;
• civil unrest;
• strikes;
• acts of terrorism;
• government restrictions;
• venue closure;
• major infrastructure failure;
• electricity or telecommunications disruption;
• security threats;
• transportation disruption;
• death or serious illness of a principal performer;
• orders issued by governmental or regulatory authorities; or
• other circumstances that could not reasonably have been prevented by Tribe Entertainment.

Where such circumstances occur, Tribe Entertainment will determine an appropriate course of action, including postponement, rescheduling, relocation, credit, exchange or refund, taking into account applicable law and the circumstances of the event.

Nothing in this section removes any statutory refund right that a customer may have.

Except where otherwise stated in the event-specific terms, voluntary customer cancellations are generally non-refundable once a valid ticket has been issued.

However, Tribe Entertainment may consider exceptional refund requests on a case-by-case basis. Submitting a request does not guarantee approval.

Where appropriate, Tribe may instead permit:

• transfer of the ticket to another person;
• exchange for another ticket category;
• account or event credit; or
• another reasonable accommodation.

Any such accommodation is subject to availability, fraud-prevention requirements and the terms applicable to the relevant event.

Where ticket transfers are permitted, customers may be permitted to transfer a valid ticket to another person through an approved Tribe Entertainment ticket-transfer mechanism.

Tribe Entertainment may require:

• verification of the original purchaser;
• identification of the intended recipient;
• confirmation of the ticket number or booking reference; and
• completion of the transfer before a stated deadline.

Tickets may not be resold commercially, duplicated, altered or transferred through unauthorised means where prohibited under the applicable event terms.

Where a customer is accidentally charged more than once for the same intended purchase because of a payment-processing error, technical malfunction, duplicate transaction, platform error or another verified payment-processing issue, the customer should notify Tribe Entertainment as soon as reasonably possible.

Upon verification, the duplicate or erroneous payment will be refunded to the appropriate payment method.

Tribe Entertainment may require evidence including:

• the customer’s name;
• booking reference;
• transaction reference;
• payment confirmation;
• bank or card transaction information; and
• any other reasonable information necessary to identify the transaction.

Customers should avoid sending full payment-card numbers, PINs, CVVs or other sensitive authentication credentials by email or messaging applications.

A customer who has been charged but has not received a ticket should not immediately make a second payment.

The customer should first:

1. check the email address or mobile account used during checkout;
2. check spam or junk folders;
3. check the customer’s Tribe Entertainment account, where applicable; and
4. contact Tribe Entertainment support with the relevant transaction reference.

Tribe will investigate whether the payment was successfully completed, the transaction is pending, the payment was declined, a ticket was issued, the payment requires reconciliation, or a refund is appropriate.

Where payment has been received but Tribe cannot fulfil the relevant ticket order, the customer will be offered the appropriate remedy, including refund where applicable.

Customers are responsible for checking the following information before confirming payment:

• event;
• event date;
• ticket category;
• ticket quantity;
• ticket price;
• attendee requirements; and
• order total.

Where a customer purchases an incorrect ticket, Tribe Entertainment may, at its discretion and subject to availability, allow an exchange or ticket upgrade.

Any difference in price will be payable by the customer. Where the replacement ticket is less expensive, any refund of the difference will be determined in accordance with the applicable event terms.

VIP tickets, tables, hospitality areas, bottle-service packages and similar limited-capacity products may involve committed third-party costs and reserved capacity.

Accordingly, event-specific cancellation terms may apply to these purchases. Any additional restrictions will be clearly disclosed before purchase.

If Tribe Entertainment cancels the relevant service or cannot provide the purchased package, the customer will be offered the appropriate remedy in accordance with this Policy and applicable law.

Tickets issued free of charge carry no refundable monetary value.

Where a discounted ticket is refundable under this Policy, the maximum refund will ordinarily be limited to the amount actually paid by the customer.

Promotional codes, complimentary benefits and other non-cash incentives do not ordinarily have a separate cash redemption value.

Ticket purchases may include separately disclosed fees associated with payment processing, digital ticket delivery, ticket administration, booking services, transaction processing or other platform services.

Where a refund is approved, the refundable treatment of such fees will depend upon:

• the reason for the refund;
• whether the relevant service has already been supplied;
• the applicable event terms;
• payment-provider rules; and
• applicable law.

No fee will be retained where doing so would be prohibited by applicable law.

Approved refunds will ordinarily be returned to the original payment method used for the transaction. This is an important fraud-prevention and payment-security measure.

Accordingly, a payment made by card will ordinarily be refunded to the same card account through the relevant payment processor.

Where refunding the original payment method is impossible, Tribe Entertainment may request additional verification before approving an alternative method.

Cash refunds for electronic transactions will generally not be issued unless specifically authorised by Tribe Entertainment.

Once Tribe Entertainment has approved and initiated a refund, customers should ordinarily allow approximately seven (7) to fourteen (14) business days for the transaction to reflect, depending upon:

• the customer’s bank;
• card issuer;
• mobile-money operator;
• payment network;
• payment processor;
• weekends and public holidays; and
• other financial-institution processing requirements.

Some refunds may appear sooner.

Once Tribe Entertainment has transmitted an approved refund to the relevant payment processor or financial institution, the final posting time may be outside Tribe Entertainment’s direct control.

Customers will be provided with reasonable assistance if an approved refund does not appear after the applicable processing period.

Where a refund must be requested rather than processed automatically, the customer should contact Tribe Entertainment through an official support channel and provide:

• full name;
• email address used for the purchase;
• telephone number, where applicable;
• event name;
• ticket or booking number;
• transaction or payment reference;
• date of purchase;
• amount paid;
• reason for requesting the refund; and
• any supporting information reasonably requested by Tribe.

Customers should never provide passwords, PINs, OTP codes, CVV security codes or complete card details when requesting a refund.

Tribe Entertainment may request reasonable verification to establish the identity of the purchaser and prevent fraud.

Upon receiving a refund request, Tribe Entertainment may:

1. acknowledge receipt of the request;
2. verify the booking and payment;
3. review the grounds for the request;
4. request further supporting information where reasonably required;
5. determine whether the request qualifies under this Policy or applicable law;
6. communicate the decision to the customer; and
7. initiate the refund, credit, exchange or other approved remedy.

Tribe Entertainment will endeavour to handle refund requests fairly, consistently and within reasonable timeframes.

Unless otherwise required by law or approved following appropriate verification, a refund will ordinarily be made to the person or payment account from which the original transaction was made.

A person who received a ticket through a transfer or gift will generally not be entitled to receive the monetary refund directly unless the original purchaser’s rights have lawfully been transferred or another arrangement is authorised.

Tribe Entertainment reserves the right to reject or investigate refund requests involving suspected:

• fraud;
• forged documentation;
• manipulated transaction records;
• duplicate claims;
• misuse of chargeback procedures;
• stolen payment instruments;
• altered tickets;
• ticket duplication;
• unauthorised resale; or
• intentional misrepresentation.

Tribe Entertainment may provide relevant transaction records to payment service providers, financial institutions, law-enforcement authorities or regulatory bodies where legally permitted or required.

Customers are encouraged to contact Tribe Entertainment first where a genuine payment or ticketing problem occurs so that the matter can be investigated promptly.

Where a customer initiates a chargeback or payment dispute, Tribe Entertainment may provide the payment service provider or issuing financial institution with relevant records, including:

• transaction confirmation;
• ticket issuance records;
• acceptance of applicable terms;
• event attendance records where available;
• QR-code validation or scanning records;
• correspondence with the customer;
• refund records; and
• evidence relating to delivery of the purchased service.

Nothing in this section prevents a customer from exercising any lawful right to dispute an unauthorised or incorrect transaction.

Except where applicable law requires otherwise, a ticket that has already been successfully scanned, redeemed or used to gain admission to an event will generally not qualify for a refund.

This does not prevent a customer from raising a legitimate complaint concerning the quality or delivery of the service received.

A customer will ordinarily not be entitled to a refund where admission is refused, or the customer is removed from the event, because the customer:

• presents an invalid, fraudulent, duplicated or previously used ticket;
• fails to satisfy clearly disclosed age restrictions;
• fails to provide required identification;
• engages in violent, threatening, abusive or dangerous conduct;
• possesses prohibited items;
• breaches venue rules;
• breaches applicable law;
• presents a serious safety or security risk; or
• otherwise materially breaches event terms.

This provision is subject to applicable law and does not apply where admission was wrongfully refused by Tribe Entertainment or its authorised representatives.

Customers are responsible for protecting their ticket, QR code and booking information.

A customer who believes that a ticket has been lost, stolen, copied, compromised or accessed by an unauthorised person should contact Tribe Entertainment as soon as possible.

Where technically possible and after appropriate verification, Tribe may cancel the affected ticket and issue a replacement.

Replacement is not guaranteed where the original ticket has already been redeemed.

Where Tribe Entertainment sells physical merchandise, returns, replacements and refunds will be handled in accordance with applicable Botswana consumer-protection laws and any additional merchandise-return policy displayed at the time of purchase.

Nothing in this Policy limits any statutory right relating to defective, unsafe, misrepresented or non-conforming goods.

A customer who believes that Tribe Entertainment has failed to provide a purchased service in accordance with the advertised or agreed terms may submit a complaint.

Tribe Entertainment will consider:

• the nature of the service purchased;
• the extent to which it was delivered;
• any representations made before purchase;
• the nature and seriousness of the alleged deficiency; and
• applicable consumer-protection law.

An appropriate remedy may include corrective action, exchange, credit, partial refund or full refund depending upon the circumstances.

Unless specifically included as part of the customer’s purchased Tribe Entertainment package, Tribe Entertainment is not ordinarily responsible for consequential or third-party expenses arising from an event cancellation, postponement or change, including:

• transportation;
• flights;
• fuel;
• accommodation;
• meals;
• clothing;
• personal arrangements; or
• other incidental expenditure.

This limitation applies only to the extent permitted by law.

Customers travelling to an event are encouraged to make appropriate flexible arrangements where possible.

Where reasonably practicable, Tribe Entertainment will communicate significant event cancellations, postponements or changes through one or more of the following:

• email;
• SMS;
• mobile application notification;
• Tribe Entertainment’s website;
• official Tribe Entertainment social-media accounts; or
• other contact information supplied during purchase.

Customers are responsible for providing accurate contact information during checkout and are encouraged to check official Tribe Entertainment channels before travelling to an event.

Payments made through the Tribe Entertainment platform may be processed by authorised third-party payment service providers, including Network/DPO or other approved providers integrated with the Tribe Entertainment platform from time to time.

Payment processing may therefore also be subject to applicable payment-provider terms, banking rules, card-scheme rules and financial-institution procedures.

Where any payment-provider procedure affects the technical processing of a refund, Tribe Entertainment will reasonably assist the customer while remaining subject to applicable payment-network requirements.

Personal information collected in connection with a refund, cancellation, payment investigation or dispute will be used only for legitimate purposes including:

• customer verification;
• processing the refund;
• preventing fraud;
• transaction reconciliation;
• handling disputes;
• maintaining financial records;
• complying with payment-provider requirements; and
• fulfilling legal or regulatory obligations.

Tribe Entertainment will take reasonable measures to protect customer information handled during this process.

Tribe Entertainment recognises that exceptional circumstances may occasionally arise that are not expressly addressed by this Policy.

Where appropriate, Tribe may exercise reasonable discretion to provide:

• refunds;
• partial refunds;
• ticket exchanges;
• transfers;
• event credit; or
• another reasonable remedy.

Any discretionary accommodation granted in one case does not create an obligation to provide the same accommodation in unrelated circumstances.

Nothing contained in this Policy:

• excludes any right which cannot lawfully be excluded;
• removes a remedy available to a consumer under applicable law;
• permits Tribe Entertainment to impose an unlawful or unfair contractual term; or
• prevents a consumer from approaching an appropriate regulatory, judicial or dispute-resolution body.

Tribe Entertainment is committed to providing clear information, fair contractual terms and reasonable procedures for addressing legitimate consumer complaints.

Customers should first attempt to resolve refund and cancellation concerns directly with Tribe Entertainment through its official customer-support channels.

The customer should provide sufficient information for Tribe Entertainment to investigate the complaint properly.

If a matter cannot be resolved directly, either party may exercise any legal rights or dispute-resolution remedies available under the laws of the Republic of Botswana.

This Policy and transactions to which it applies shall be governed by and interpreted in accordance with the laws of the Republic of Botswana.

Any dispute arising from this Policy shall be subject to the applicable dispute-resolution mechanisms and competent authorities or courts of Botswana, subject to any mandatory consumer rights or jurisdictional requirements imposed by law.

Tribe Entertainment may update this Policy from time to time to reflect:

• changes in applicable law;
• regulatory requirements;
• changes to payment-provider requirements;
• changes to Tribe Entertainment’s services;
• operational improvements; or
• changes in accepted industry practice.

The version applicable to a particular ticket purchase will ordinarily be the version in effect at the time of purchase, except where a subsequent change is required by law or gives customers additional rights.

The current version will be made available through Tribe Entertainment’s official platform.

Refund, cancellation and payment enquiries should be directed to:

Customers should include their booking reference and event name when contacting support, but should not transmit full card details, PINs, passwords, OTPs or CVV codes.

The table below is a convenience summary only. The detailed provisions of this Policy prevail where further context is required.

This Refund and Cancellation Policy is adopted by Tribe Entertainment (Pty) Ltd for application to ticketing, event-related services and payments processed through its authorised sales channels.

© 2026 Tribe Entertainment (Pty) Ltd. All rights reserved.