Mtickets Kenya Limited – Terms and Conditions

Welcome to Mtickets — your trusted digital platform for purchasing and managing tickets across events, transport, and entertainment in Kenya. By accessing or using our services, you agree to be bound by the following Terms and Conditions.

"Mtickets", "we", "our", "us": Refers to Mtickets Kenya Limited.

"User", "you", "your": Any individual or organization using our platform to purchase, manage, or resell tickets.

"Partner" or "Organizer": Event promoters, transport operators, cinemas, or sports organizers listing tickets on the platform.

Mtickets facilitates ticketing and booking services across:

Events & Concerts – Festivals, concerts, expos, and nightlife

Bus Travel – Intercity and long-distance transportation

Airline Tickets – Domestic and international flights (via partnered agents)

Cinema & Movies – Film screenings and premieres

Sports Tickets – Football matches, tournaments, and sports event 

Register with a valid phone number or email

Users are fully responsible for activity under their account.

Tickets are available for purchase via MPESA, debit/credit card, and other listed payment options.

Upon successful payment, tickets are delivered via SMS, email, or available in-app.

Ensure all event or travel details are correct before checkout — we are not liable for errors caused by incorrect user input.

Mtickets supports secure ticket resale and transfer, with the following conditions:

Only tickets bought on Mtickets are eligible for resale or transfer via our platform.

Resale is only permitted through Mtickets' official resale feature — third-party resale or outside transfer is strictly prohibited.

Re-sharing (transfer to another user) is supported where permitted by the event organizer or travel provider.

A small service fee may apply for reselling or transferring a ticket.

Mtickets verifies the authenticity of every reissued ticket to avoid fraud or duplication.

Tickets are valid only if issued or transferred through Mtickets.

Entry may require a valid ID, QR code, or booking reference.

Misuse, duplication, or unauthorized resale will result in ticket cancellation.

Refunds are subject to category-specific terms:

Refunds only for cancelled/postponed events as approved by the organizer

No refunds for missed attendance or scheduling conflicts

Changes or cancellations are subject to operator or airline policy

Some fares may attract change fees or be non-refundable

Non-refundable unless the cinema cancels the screening

Note: Mtickets’ service and processing fees are non-refundable.

Event or travel disruption caused by weather, government action, or unforeseen events

Acts beyond our control affecting service delivery

Use the platform for lawful purposes only

Not misuse the platform for fraudulent or commercial resale outside our system

Abide by venue or organizer rules for any ticketed experience

We collect and process your personal data in accordance with the Kenya Data Protection Act, 2019.

Please see our Privacy Statement for more details.

All payments are securely processed through licensed providers

Mtickets does not store sensitive payment information such as PINs or CVVs

All content, trademarks, and technology used on the platform belong to Mtickets or are licensed for use. Unauthorized use is prohibited.

Direct communication with Mtickets Customer Support

Alternative Dispute Resolution (ADR) methods if necessary

Legal resolution through the courts of Kenya, with Nairobi as the jurisdiction

Mtickets may update these terms periodically. Continued use of the platform signifies acceptance of the latest version.

Mtickets Kenya Limited (“Mtickets”, “we”, “our”, or “us”) is committed to protecting your personal data and respecting your privacy. This Data Privacy Statement explains how we collect, use, store, and share your information in accordance with the Data Protection Act, 2019 (Kenya) and relevant data protection laws.

We may collect the following categories of personal information:

Identity Data: Full name, ID/passport number

Contact Data: Email address, phone number, postal and physical address

Transaction Data: Payment information, tickets purchased, event attendance

Device & Usage Data: IP address, device information, browser type, location

Marketing Data: Preferences and feedback through surveys or promotions

Process ticket purchases and issue receipts

Authenticate user accounts and verify identity

Send event updates, confirmations, and marketing (with your consent)

Improve our services and customer experience

Comply with legal and regulatory obligations

We implement appropriate technical and organizational measures to protect your data against unauthorized access, loss, or alteration. All payment transactions are encrypted and processed via secure payment gateways.

Event organizers for access control and attendee management

Mobile money or payment providers (e.g., M-PESA) for transaction processing

Legal or regulatory authorities as required by law

Third-party service providers who support our operations (under confidentiality agreements)

Where your personal data is transferred outside Kenya, we ensure it is protected under comparable data protection standards or contractual safeguards.

We retain your personal information only as long as necessary to fulfill the purposes outlined above or as required by applicable law.

Access and request a copy of your personal data

Withdraw consent (where processing is based on consent)

Request deletion, subject to legal or contractual obligations

📧 privacy@mtickets.com or 📞 0790 229 229 .  Whatsapp : 0741 144 746

We may update this Privacy Statement from time to time. Material changes will be communicated via email or our website.

Email: privacy@mtickets.com | Phone: 0790 229 229 / Whatsapp : 0741 144 746

MTICKETS

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When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or packages that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information.”

We collect Device Information using the following technologies:

- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.

- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.

- “Web beacons,” “tags,” and “pixels” are electronic files used to record information about how you browse the Site.

Additionally, when you make a booking or attempt to make a booking through the Site, we collect certain information from you, including your name, billing address, payment information (including credit card numbers, email address, and phone number. We refer to this information as “Booking Information.”

When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Booking Information.

We use the Booking Information that we collect generally to fulfill any bookings placed through the Site. Additionally, we use this Booking Information to:

- Screen our bookings for potential risk or fraud; and

- When in line with the preferences you have shared with us, provide you with information or advertising relating to our packages or services.

We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).

We share your Personal Information with third parties to help us use your Personal Information, as described above. We also use Google Analytics to help us understand how our customers use the Site–you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.

Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

You can opt out of targeted advertising by:

- FACEBOOK – https://www.facebook.com/settings/?tab=ads

- GOOGLE – https://www.google.com/settings/ads/anonymous

- BING – https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads

Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.

Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.

If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.

Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make a booking through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.

When you book through the Site, we will maintain your booking information for our records unless and until you ask us to delete this information.

We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.

For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at info@vacay.co.ke or by mail using the details provided below: