Refund Policy

Fenurion offers three core service areas: E-Voting, E-Ticketing, and custom Software Development. Each service carries its own refund terms, outlined in the sections below.

E-Voting services on Fenurion are rendered at the point of participation. Once a vote is cast and recorded, the service has been delivered in full and is irreversible by nature.

Event creators who collect voting fees are solely responsible for communicating their own terms and eligibility requirements to participants. Fenurion acts solely as a platform provider and bears no liability for disputes arising from the event creator's management of their voting process.

If you believe a technical error prevented your vote from being recorded correctly, please contact Fenurion support immediately so we can investigate. Technical issues are assessed on a case-by-case basis and do not constitute automatic grounds for a refund.

Fenurion provides the technical infrastructure for event organizers to sell tickets online. The refund policy for any specific event is ultimately governed by the event creator's own cancellation terms.

That said, the following rules apply universally across all ticketing transactions on Fenurion:

Custom software development engagements at Fenurion are governed by a formal contract agreed upon prior to commencement of work, including deliverables, milestones, payment schedules, and refund conditions.

Where a client seeks a refund on a software development engagement, the following applies:

Refund requests for software development services must be submitted within 7 days of the triggering event — whether that is a missed milestone, a dispute on deliverables, or a decision to discontinue the project. Requests submitted beyond this window may not be eligible for consideration.

All refund determinations for software projects will be made in good faith, referencing the signed contract and the documented project timeline. Where disagreement exists, Fenurion recommends pursuing resolution through the dispute mechanism outlined in the service agreement before pursuing legal remedies.

To protect ticket buyers and voters, and to ensure the genuine delivery of events hosted on Fenurion, all funds collected by event creators are subject to a structured payout schedule.

The remaining balance will be released to the event creator promptly after the event has taken place and no valid refund claims are outstanding. This structure is designed to protect consumers while still enabling event creators to cover pre-event operational costs.

By using Fenurion's platform, event creators explicitly agree to this payout schedule as a condition of service. Any attempt to circumvent this mechanism or to misrepresent event status to obtain early release of funds will be treated as a serious breach of contract and may trigger legal proceedings.

All users of the Fenurion platform — whether event creators, voters, or ticket purchasers — are bound by our full Terms of Service and by applicable Kenyan consumer protection and cyber-crime legislation. Ignorance of these terms does not constitute a valid defence in any dispute or legal proceeding.

Where a refund has been approved, Fenurion aims to process the disbursement within 7 to 14 business days from the date of approval. In certain instances, processing may take longer due to delays on the part of mobile money service providers, banking institutions, or other payment intermediaries outside of Fenurion's control.

Fenurion will communicate transparently with the affected party should any delays occur, and we commit to resolving all approved refunds as promptly as reasonably possible.

For any questions, concerns, or formal refund requests related to this policy, please reach out to our team. We are committed to responding to all inquiries promptly and professionally.