Refund Policy

1. Asking for a refund

1.1 Through your tickets

1.2 By email

Write to info@senntra.com if you cannot use the app, if the event is less than a day away, or if the event has been cancelled or moved. Include the order number from your confirmation email, the email address you bought with, and what happened. You can also use the contact form.

1.3 Transferring instead

If you simply cannot attend, you can hand the ticket to someone else from My tickets rather than asking for money back. A transfer takes effect immediately and needs no decision from us.

2. What we take into account

Requests are judged on their own facts, alongside the organiser's stated terms for that event. These usually weigh in your favour:

• The event was cancelled, or moved far enough to matter
• You were charged twice, or charged the wrong amount
• Something on Senntra went wrong with your order
• Illness, bereavement or another emergency, which we may ask you to evidence
• You asked well before the event, while the seat could still be resold

These usually do not:

• Changing your mind close to the event
• Not turning up
• A ticket already scanned at the door
• Weather, where the event still goes ahead

3. How an approved refund is paid

• By bank transfer, in Namibian Dollars. Senntra does not send refunds back through the card network, so we will ask for the account to pay into.
• For the amount in the decision email. It may be all or part of what you paid; the email says which and why.
• Within ten working days of the decision, once we have your bank details. Your own bank may add a day or two.

The price you see on a ticket is the price you pay — Senntra's 7% comes out of the organiser's share, not on top of yours. If any amount is being held back from a refund, the decision email says so.

3.1 Donations

A donation added to a ticket purchase goes to the cause the organiser named, and is handled separately from the ticket price. Say so in your request if it should be part of what you are asking back.

3.2 Free tickets

There is no money behind a free ticket, so there is nothing to refund. Cancelling one simply releases your place for somebody else.

4. If the event is cancelled or changed

Tell us at info@senntra.com and we will take it up with the organiser. Where an event does not happen at all, we aim to return what attendees paid, though the money may have to come back from the organiser first, which can take longer than a normal request. Nothing is refunded automatically, so please do get in touch rather than waiting.

5. Vendor bookings

Vendors listed on Senntra are hired directly by the organiser. Their fees are agreed and paid between the two of them, and no vendor money passes through Senntra, so there is nothing for us to refund. We will help the two sides talk to each other if a booking goes wrong.

6. If you disagree with our decision

Reply to the decision email and say what we got wrong; a different person will look at it again. Nothing in this policy affects the rights you have under Namibian consumer law, and you remain free to raise a payment dispute with your own bank.

7. Changes to this policy

We may update this page as the product changes. The date at the top shows when it last changed, and anything significant will be sent to you by email.