Refund & Cancellation Policy

1. All Sales Final

Once your booking is confirmed and full payment is received, all sales are final. Tickets are non-refundable and non-exchangeable unless otherwise stated by the original vendor, event organiser, or expressly by Kulushi. If you cannot attend the event, no refund will be issued by default.

2. Agency Transactions: Vendor Terms Apply

Where Kulushi has acted as your agent, all bookings are subject to the third-party supplier's or original ticket provider's terms and conditions, including their cancellation and refund policies. If the vendor allows refunds, exchanges, or upgrades, we will pass along any such options to you. If the vendor's terms state sales are final, no refund or exchange is available beyond what the vendor offers.

3. Principal Transactions: Kulushi-Processed Refunds

Where Kulushi has sold as principal, Kulushi will process any refund due directly to you, to the extent Kulushi is able to recover the corresponding amount from the event organiser or its own inventory position.

4. Event Cancellations & Postponements

• If an organiser cancels an event outright and offers refunds, Kulushi will use reasonable commercial efforts to obtain the refund up to the amount recoverable from the vendor or that Kulushi itself recovers. Service fees are not guaranteed to be refunded.
• If an event is rescheduled or postponed, tickets are usually valid for the new date. Refunds depend on the organiser's policy for rescheduling, as per the third party's refund policy.
• If an event proceeds under changed conditions (e.g. reduced capacity) and the organiser issues refund instructions, Kulushi will follow those guidelines.

5. Name Errors & Delivery Failures

No refunds will be issued for delivery failures or ticket errors resulting from incorrect details provided by you. It is your responsibility to ensure accuracy of all names, addresses, and recipient information.

6. No-Show & Unused Tickets

If you fail to attend the event or do not use your ticket for any reason (including travel disruption, visa issues, illness, or change of plans), no refund will be issued. You are encouraged to arrange personal travel insurance.

7. Service Fees

Any service or concierge fees charged by Kulushi are non-refundable, even where a refund is issued for the underlying ticket or package cost.

8. How to Request a Refund

If you believe you are eligible for a refund, email support@kulushi.ae within 48 hours of the relevant event update. Kulushi will assist in processing your claim based on the applicable vendor's terms or, where relevant, based on Kulushi's own recovery from the organiser.