Refund and cancellation policy
Last updated: 3 November 2026
The short version
- Event cancelled: you get back everything you paid.
- Event moved to a new date: your ticket is valid for the new date, or you can ask for your money back.
- Changed your mind: you can cancel within 7 days of buying, as long as the event has not started.
- Refunds go back to the way you paid, within 30 days at the latest.
Who this applies to
This policy covers tickets bought on the PitaPass website and in the PitaPass apps. PitaPass sells tickets for event organizers. The organizer runs the event, so some decisions, like moving an event, are theirs. An organizer can offer you more than this policy, never less.
If the event is cancelled
If an event is cancelled and not given a new date, we will tell you by email and refund the full amount you paid for your tickets. You do not need to ask.
If the event is moved or changes a lot
If an event moves to a new date or venue, or the main act changes, we will tell you by email. Your ticket stays valid. If you cannot make the new date or do not want to go any more, contact us within 14 days of our email and we will refund the full amount you paid.
If you change your mind: 7 days to cancel
Under the Electronic Transactions Act, 2015 you can cancel your order within 7 days of buying it, as long as you have not used the ticket and the event has not started. Contact us with your order number and we will refund what you paid.
After 7 days, or once the event has started, tickets cannot be returned unless the event is cancelled or changed as described above.
If something went wrong with your order
Before you pay, you can check your order, fix mistakes or stop. If your ticket does not arrive, you were charged twice, or the order is wrong, contact us and we will sort it out or refund you.
How refunds are paid
Refunds go back to the payment method you used. We send them as soon as we can and always within 30 days of the cancellation. A refunded ticket is no longer valid for entry.
How to ask for a refund
Contact us with your order number and the email address you used. You can reach us on the contact page or with the details below.
- Company
- Trio Inc Limited, a company registered in Tanzania. To be added: registration number and TIN
- Place of business
- Arusha, Tanzania. To be added: full physical address
- Phone
- +255624012135
- To be added: public email address