Fenurion is committed to transparency and fairness in every transaction. Please read this policy carefully before using our platform.
Contents
Fenurion offers three core service areas: E-Voting, E-Ticketing, and custom Software Development. Each carries its own fee structure and refund terms, outlined below.
Secure, transparent digital elections and polls for organizations and events.
End-to-end ticket sales and management for events of any size.
Pooled fund collection for chamas, group savings, and community contributions.
Bespoke software solutions priced on a per-project basis depending on scope and complexity.
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:
The 5% Fenurion platform fee is deducted prior to any refund calculation and will never be returned to the purchaser under any circumstances.
Any payment processing or mobile money transaction costs incurred at the time of purchase are also non-refundable and will be deducted from any eligible refund amount.
Whether you receive a refund depends entirely on the event organizer's policy. Some organizers may issue full refunds on cancellation; others may offer partial refunds or none at all.
Fenurion is not responsible for enforcing an event organizer's refund obligations to ticket holders. Disputes between attendees and organizers should be resolved directly between those parties.
Kitties is Fenurion's group contribution collection service, designed to support chamas, savings circles, welfare groups, and any collective that needs a reliable, transparent digital platform to pool funds. Fenurion charges a 2.5% platform fee on all contributions processed through the Kitties service.
Kitties is fundamentally a group-governed service. Fenurion provides the technology; the group and its administrators govern the rules. As such, refund and cancellation decisions for individual contributions are subject to the internal rules and agreements of each respective group, not Fenurion's policies.
If a member wishes to withdraw or reverse a contribution, they must raise the matter directly with their group administrator. Fenurion does not have the authority to unilaterally reverse contributions made to an active group kitty. The group's own governance rules determine eligibility.
Where a group formally dissolves or ceases operations and seeks to return funds to its members, the group administrator must initiate and authorize the disbursement. Fenurion will process the approved refunds within the standard timeframe, minus the non-refundable platform fee already deducted at the time of contribution.
If a member believes a contribution was made in error or without their authorization, they should report this to their group administrator immediately and copy in Fenurion support. We will investigate all credible disputes and take appropriate action, which may include reversing the transaction if fraud or unauthorized access is established.
Fenurion acts solely as a payment conduit and technology platform for Kitties groups. We are not a party to the group's internal agreements and cannot enforce or override decisions that fall within the group's own governance. We strongly encourage all Kitties groups to maintain clear, written contribution rules and communicate these to all members.
Custom software development engagements at Fenurion are priced on a case-by-case basis according to the project scope, duration, technology stack, and resource requirements. All project terms including deliverables, milestones, payment schedules, and refund conditions will be documented and agreed upon in a formal contract prior to commencement of work.
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.
A maximum of 50% of total collected funds will be released to the event creator prior to the event date. This ensures that in the event of cancellation, a meaningful portion of funds remains available to facilitate refunds to attendees or voters.
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.
Fenurion operates as a trusted platform connecting event creators with their audiences. Any misuse of this platform for fraudulent purposes — including but not limited to collecting funds for events that creators never intend to hold, misrepresenting event details to attract ticket sales or votes, or disappearing with collected funds — constitutes fraud under applicable Kenyan law and will be prosecuted to the fullest extent available.
Fenurion maintains detailed transaction records, creator identity verification data, and platform activity logs. In the event of suspected fraud, this information will be made available to relevant law enforcement authorities and will be used to support civil and criminal proceedings against the offending party.
Fenurion will not hesitate to pursue legal action — including civil suits for damages and recovery of funds — against any event creator found to have used this platform to defraud participants. We take the safety and trust of our users with absolute seriousness.
If you are a participant and suspect an event creator has defrauded you through our platform, please contact us immediately at the details below. We will cooperate fully with investigations and assist affected users where possible.
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.
For ticketing refunds, contact the event organizer. For Kitties contribution refunds, contact your group administrator. These parties hold the authority to approve or decline refunds under their own stated policies.
If you believe there has been a platform error, fraudulent activity, or a technical fault that affected your transaction, contact Fenurion support directly. Include your transaction reference, the service in question, and a clear description of the issue.
Refund requests for software development services must be submitted within 7 days of the relevant event. For ticketing, the eligibility window is determined by the event creator's policy. Requests outside the applicable window may not be entertained.
Fenurion will review all valid refund requests and communicate a decision. Approved refunds will be processed within the timeframes below.
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.
Available Monday – Friday, 8:00 AM – 6:00 PM EAT
Chat with our assistant anytime
Online • Always ready to help