WADO Ticketing

Refund & Returns Policy

Last Updated: 11/06/2026

1. General Principle

All ticket sales on WADO Ticketing are generally final and non refundable once a payment has been confirmed and a ticket has been issued. This is consistent with standard practice in the events industry.

However, we understand that circumstances can change. We assess refund requests on a case by case basis within the criteria below.

2. Situations Eligible for a Refund

A full or partial refund may be granted in the following situations:

  • Event cancelled by the organiser: If the event is officially cancelled and not rescheduled, a refund will be issued once the organiser authorises it.
  • Event postponed (non acceptance): If an event is postponed to a new date and you are unable to attend the new date, you may request a refund within 5 days of the postponement announcement.
  • Duplicate charge: If your payment was processed more than once for the same order due to a technical error, the duplicate charge will be refunded promptly.
  • Ticket not received: If your ticket was not delivered after a confirmed payment and we are unable to reissue it, a refund will be processed.

3. Situations Not Eligible for a Refund

Refunds will not be granted in the following cases:

  • Change of mind after purchase.
  • Failure to attend the event for any personal reason.
  • Arriving late and missing entry.
  • Entry refused due to violation of event rules (e.g., age restrictions, dress code).
  • Tickets purchased from unofficial or secondary resale sources.
  • Requests made outside the eligible window.

4. How to Request a Refund

To submit a refund request:

  • Email us at wadoconcepts@gmail.com with the subject line: "Refund Request [Your Order Number]".
  • Include your full name, registered email address, order number, and reason for the request.
  • Attach any supporting documentation if applicable (e.g., screenshot of duplicate charge).

Requests must be submitted at least 48 hours before the event start time unless the refund reason occurs on the day of or after the event (e.g., cancellation notice).

5. Processing Time

Once a refund is approved:

  • Mobile Money refunds are processed within 3 to 5 business days.
  • You will receive a confirmation email when the refund is initiated.
  • WADO service fees are non refundable unless the refund is due to our error.

If you have not received your refund after 7 business days, please contact us.

6. Cancelled or Significantly Changed Events

WADO acts as a ticketing agent on behalf of event organisers. For cancelled events:

  • We will communicate the refund process to all affected ticket holders via email.
  • The timing and availability of refunds depends on the organiser's decision and their ability to fund returns.
  • Where WADO has collected funds on behalf of the organiser and the organiser approves refunds, we will process them promptly.

If an organiser is unresponsive or unable to fund refunds, WADO will engage to mediate, but we cannot guarantee repayment from organiser funds we do not hold.

7. Disputes

If you are not satisfied with our response to your refund request, you may escalate your complaint by emailing wadoconcepts@gmail.com with "Escalation" in the subject line. We will review your case within 5 business days and provide a final decision.

All disputes are governed by the laws of Uganda.

8. Contact

For all refund enquiries: