Contents
1. How money moves on boukd
When a booker accepts a quotation, they pay into a boukd Hold. The money is collected through a licensed payment provider and recorded against that one booking. The bookable can see that the booking is funded, which is the point: they know they will be paid, and the booker knows the money is not gone.
A Hold has exactly three possible endings. It is released to the bookable, it is returned to the booker, or it is split between them where that is the fair outcome. Nothing else can happen to it, and no one at boukd can move it to any other destination.
boukd is not a bank and does not hold your money as its own. A Hold earns no interest for you or for us.
2. Cancelling a booking
| When you cancel | What the booker gets back |
|---|---|
| Before the bookable accepts | 100%. Nothing was agreed yet. |
| After acceptance, more than 7 days before the booking date | 100%, unless different cancellation terms were agreed in the Deal Room and shown before payment. |
| After acceptance, 7 days or less before the booking date | As agreed in the Deal Room. Where nothing was agreed, 100%. |
| The bookable cancels, at any point | 100%, whatever the booking terms say. A bookable cannot keep money for work they chose not to do. |
| Either side cancels for a reason beyond their control | 100%. See below. |
Any cancellation terms a bookable sets must be shown to the booker in the quotation, before payment. Terms that were not shown before payment do not apply, and the booker gets the full amount back.
Events outside either party's control. Where a booking cannot go ahead because of something neither side caused, such as a government restriction, a public emergency, severe weather, the death or serious illness of the performer, or a venue closure, the booker receives the full amount back and neither side owes the other anything further.
3. When the booking is not delivered
The booker receives a full refund where the bookable did not appear, refused to perform what was agreed, arrived so late that the booking lost its purpose, or delivered something fundamentally different from what was described.
The booker receives a partial refund where the booking largely happened but part of what was agreed did not, for example a shorter set than booked or a missing element that was itemised in the quotation. The proportion follows the value of what was missing, taken from the quotation itself.
Raise this within 48 hours of the booking's scheduled end. We will still look at a later report, but evidence gets harder to find and both sides are worse served by delay.
4. When money is released to the bookable
| Situation | When the money moves |
|---|---|
| Booker confirms the booking was delivered | Released within 2 working days. |
| Booking date passes and neither side raises anything | Released automatically 7 days after the scheduled end. |
| Booker raises a problem within the 7 days | Held until the dispute is decided, and no longer than 14 days from when it was raised. |
| Booking cancelled or not delivered | Returned to the booker within 7 working days. |
The longest a Hold can sit is therefore 21 days from the booking date, and that only where a dispute is raised at the last moment and runs its full course. In the ordinary case it is days, not weeks.
Once released, the bookable's share is credited to their boukd balance and can be withdrawn to their registered M-Pesa, mobile money or bank account. boukd's commission is deducted at release and is shown on the booking's receipt.
5. How a refund reaches you
Refunds are returned by the same route the payment arrived. A card payment goes back to the card, an M-Pesa payment back to the paying number, a PayPal payment back to the PayPal account. Where the provider cannot reverse the original transaction, for example because too much time has passed, we credit your boukd balance instead and you may withdraw it.
We process an agreed refund within seven (7) working days. How long it then takes to appear is up to your provider: M-Pesa is usually immediate, cards typically take 5 to 10 working days depending on the issuing bank, and PayPal is usually within 5 working days.
The booker is never charged a fee for a refund. boukd absorbs the cost of processing both the payment and its reversal. A refund of the full amount means the full amount, not the amount less what it cost us.
6. Event tickets
A ticket is a licence to attend a specific event on specific terms. Those terms are set by the organiser and shown before purchase.
- Event cancelled: full refund of the ticket price, processed within 7 working days of the cancellation being confirmed.
- Event postponed or materially changed, including a change of date, venue or headline act: you may keep the ticket for the new date or take a full refund.
- You can no longer attend: the organiser's own terms apply. Where the organiser set none, tickets are refundable up to 7 days before the event.
Tickets on boukd are transferable. Transferring a ticket to someone else passes the refund right with it, and the refund goes to whoever holds the ticket at the time, not to the original buyer.
Where an organiser fails to refund an event they cancelled, boukd refunds ticket holders from the Hold and recovers the amount from the organiser.
7. Donations
A donation supports the operation of the boukd platform itself. It is not a payment to any user, buys no goods or services, and is not refundable, except where it was taken in error or without the account holder's authority. Tell us within 30 days and we will return it.
8. Disputes
Step 1. Between the parties. Raise the problem in the booking's Deal Room, where the whole history of the booking already sits. Most disputes are a misunderstanding about what was agreed, and the agreement is right there. Both sides have 3 days.
Step 2. boukd decides.
If that does not settle it, either side may escalate to boukd from the booking
screen or by writing to [email protected]. We ask both sides
for their account and any evidence, and we look at the quotation, the messages,
the booking timeline and any files exchanged. We give a decision
in writing, with reasons, within 14 days of the escalation.
Our decision determines what happens to the Hold: released, returned, or split. We apply the same standard either way. A booker who received what they paid for does not get a refund because they later regretted it, and a bookable who did not deliver does not keep the money because the booker did not complain loudly enough.
Step 3. If you disagree with us. Nothing in this Policy takes away a right you have under Kenyan law. You may take the matter to the Competition Authority of Kenya, which handles consumer complaints, or to a court of competent jurisdiction. Where you paid by card you also keep every right your bank gives you.
We keep the record of every booking, including the quotation, the timeline and the messages, for seven (7) years, so a dispute raised later can still be examined properly.
9. Card chargebacks
If you paid by card and something has gone wrong, please come to us first. We can usually resolve it in days, and a chargeback takes weeks.
Where a chargeback is raised, we supply the issuer with the platform's record: the quotation, the acceptance, the messages, the booking timeline and the delivery confirmation. Where a chargeback is raised on a booking that was delivered, we treat it under section 6 of the Acceptable Use Policy, and the amount is recovered from the account that received it.
10. How to reach us
Lilos Dynamics, trading as boukd
Nairobi, Kenya
Refunds, cancellations and disputes: [email protected]
Phone: +254 726 168409
We acknowledge every message within two (2) working days.
v1.0 . Effective 31 August 2026 . Document ID: BOUKD-LEGAL-REF-0001