Refund Policy
Understanding refunds for events, tickets, and services on Senntra
Refund policies on Senntra are primarily set by individual event organizers and vendors. This page explains how refunds work on our platform and outlines our role in the refund process. All refunds are processed in Namibian Dollars (NAD) through our secure DPO payment system.
Organizer-Set Policies
Each event organizer sets their own refund policy, which is displayed on the event page before you purchase tickets. Common policies include:
- • Full refund if cancelled 7+ days before event
- • Partial refund if cancelled 3-7 days before event
- • No refund if cancelled less than 72 hours before event
- • Transfer to future event dates (organizer dependent)
Tip
Always review the event's specific refund policy before purchasing tickets. This information is clearly displayed during checkout.
Organizer-Cancelled Events
If an event organizer cancels their event, attendees are generally entitled to a full refund. Senntra facilitates this process to ensure you receive your money back promptly.
Force Majeure Events
For events cancelled due to circumstances beyond anyone's control (such as natural disasters, government restrictions, or public health emergencies), refund policies may vary:
- • Credit for future events
- • Partial refunds after deducting non-recoverable costs
- • Full refunds (depending on organizer's insurance coverage)
Service Disputes
If you're unsatisfied with vendor services purchased through our marketplace, refunds are handled according to the individual vendor's terms. Common scenarios include:
- • Service not delivered as promised
- • Cancellation by vendor or client
- • Quality issues with delivered services
Dispute Resolution
Senntra provides mediation services for vendor disputes. We work with both parties to reach a fair resolution, which may include partial or full refunds.
Senntra Service Fees
Senntra charges service fees for processing transactions and providing platform services. These fees are generally non-refundable, except in specific circumstances:
- • Technical errors preventing service delivery
- • Unauthorized transactions (fraud)
- • Duplicate charges due to system errors
Payment Processing Fees
DPO payment processing fees are typically non-refundable as they cover the cost of secure transaction processing, even if the underlying purchase is refunded.
1. Request Refund
Contact the event organizer or vendor directly, or reach out to our support team
2. Review Process
Request reviewed within 2-3 business days according to applicable policy
3. Processing
Approved refunds processed within 5-10 business days to original payment method
Refund Timeline
- • Credit Card: 5-10 business days
- • Bank Transfer: 3-5 business days
- • Mobile Money: 1-3 business days
- • Processing may take longer during holidays or peak periods
For Event Tickets
- Log into your Senntra account
- Navigate to "My Tickets" or "Purchase History"
- Find the relevant ticket and click "Request Refund"
- Fill out the refund request form with reason
- Submit and await organizer response
For Vendor Services
- Contact the vendor directly through our messaging system
- If unresolved, escalate to Senntra support
- Provide order details and reason for refund request
- Our team will mediate and help reach a resolution
Senntra takes fraud protection seriously. If you believe you've been charged fraudulently or notice unauthorized transactions on your account:
- • Contact us immediately at fraud@senntra.com
- • We'll investigate and freeze the account if necessary
- • Fraudulent charges are typically refunded within 24-48 hours
- • We work with DPO and your bank to resolve disputes
Need help with a refund or have questions about our policy? Our support team is here to assist:
Email: support@senntra.com
Phone: +264 61 123 4567
Hours: Monday-Friday 8AM-6PM, Saturday 9AM-2PM (WAT)
This refund policy may be updated periodically to reflect changes in our services or Namibian regulations. We'll notify users of significant changes via email and platform notifications. The latest version is always available on this page.
Last updated: 1 November 2025