Refund and Cancellation Policy
Last updated: 9 October 2026
This policy covers tickets you buy and pay for through Kata Jaam?'s checkout (Fonepay). It is part of our Terms of Sale.
The short version
- Event cancelled: full refund of everything you paid, including tax, within 7 days of you giving us an account. You do not have to ask.
- Date or venue changed: your ticket stays valid, or ask for a full refund within 14 days of us telling you.
- Changed your mind: the event's own refund rule decides. It is shown above the Pay button before you buy.
- No fee is kept. You paid the ticket price and nothing else, so a refund is everything you paid.
Each event's refund rule
The organizer picks one of four rules for their event. It is printed in plain words at checkout and on your pass.
- No refunds — No refunds, except if the event is cancelled or its date or venue changes.
- Case by case — Ask for a refund and the organizer decides. A no comes with a reason.
- Up to 1 day before — Full refund if you ask at least 1 day (24 hours) before the event starts.
- Up to 7 days before — Full refund if you ask at least 7 days before the event starts.
"Case by case" is the rule when the organizer has not picked one.
On a case-by-case event, the organizer answers your request. If they have not answered within 7 days, we decide it.
An organizer can always refund more than their rule says. Once the first ticket is sold, they can only change the rule to a more generous one, never a stricter one.
When an event is cancelled
Every ticket bought through us is refunded in full. You do not need to ask.
We email you a link to tell us where to send the money. We pay within 7 days of you giving us the account.
If the organizer cannot or will not pay for it, we still refund you, and recover the money from the organizer ourselves.
When the date or venue changes
Your ticket stays valid for the new date or place. We email you about the change.
If it does not work for you, ask for a full refund within 14 days of that email, whatever the event's own rule says.
How to ask
Open your pass (the link in your receipt email, or the ticket in the app) and tap Request a refund. Tell us why, and where to send the money.
If the event's rule does not allow a refund right now, the pass shows Ask the organizer instead. That opens your message thread with them. They can always say yes.
How you are paid
- A refund covers the whole order. Partial refunds are not available yet.
- It is everything you paid for the order, including any tax.
- We send it by bank transfer to the bank, eSewa or Khalti account you give us, and email you the transfer reference.
- We pay within 7 days of the refund being approved and you giving us the account.
- Once a refund is approved, your tickets go back on sale and your pass no longer gets you in.
Free registrations and paying the organizer directly
Some events take registrations for free, or ask you to pay the organizer by their own QR, bank app or at the door. That money goes straight to the organizer. Kata Jaam? never receives or holds it, so the organizer's own policy decides refunds.
Message them from your registration. If you cannot sort it out, our complaint form is open to you too.
If you disagree with a decision
Use the complaint form. You get a complaint number at once and a decision with reasons within 15 days. You can also take it to the Department of Commerce, Supplies and Consumer Protection.
Questions: katajaam.app@gmail.com with your pass code.