Refund and Cancellation Policy

1. Default principle: tickets are non-refundable and non-exchangeable

Unless expressly stated otherwise by the organizer on the event page, or in the cases provided for by this policy and by law, any ticket purchased through Tembo is firm and final: it is neither refundable, nor exchangeable, nor transferable to a third party without the organizer's consent.

This principle follows from the nature of the services sold, which consist of access to an event held on a specific date and at a specific location. Purchasing a ticket constitutes a binding commitment by the buyer, who acknowledges having reviewed the refund conditions specific to the event before completing the order.

This principle is stated under Tunisian law only. Tembo does not apply, as a binding basis, the French consumer regime or the French exception relating to dated event tickets. The applicable withdrawal and refund conditions are those described in this policy (see in particular sections 4 and 5).

• The ticket grants access to a specific event, on the announced date and at the announced location.
• The non-refundable nature applies subject to the legal exceptions and the exceptions defined below.
• Buyers are encouraged to verify the date, time, location and format (in-person / online) before any purchase.

2. Exceptions: cancellation, postponement or substantial modification by the organizer

The non-refund principle does not apply where the organizer cancels the event, postpones it, or makes a substantial modification to it. In these cases, the buyer is entitled to the rights described below, in accordance with the obligation of conforming performance under Tunisian law.

A substantial modification includes in particular: a change of date or time preventing participation, a change of location or city, a switch from in-person to online format (or vice versa), or the removal of an essential component of the event announced as decisive (for example, the keynote speaker announced as such in the official communication of the event).

In the event of postponement, the buyer may, at their choice, keep their ticket for the new date or request a full refund of the ticket price in accordance with the mechanics described in section 3.

• Event cancellation: full refund of the ticket price.
• Postponement: keep the ticket for the new date OR full refund, at the buyer's choice.
• Substantial modification: right to a full refund if the buyer does not accept the change.
• The organizer informs the affected buyers using the contact details provided at the time of the order, as promptly as possible.

3. Refund mechanics

The refund is owed by the organizer, who is the seller and responsible for delivering the event. Tembo, as a technical intermediary, facilitates the processing of the refund through the payment service provider (Flouci, ClicToPay, Stripe and bank transfer) where the funds passed through the platform.

The refund is made in the original currency of the transaction (for example TND, XOF or NGN) and, where possible, to the payment method used at the time of purchase. Where a refund to the original method is technically impossible, an equivalent alternative method is agreed with the buyer.

Platform service fees (ticketing fees / processing fees) are disclosed at the time of purchase. In the event of cancellation, postponement or substantial modification attributable to the organizer, the service fees are refunded. Where a refund results from a buyer's request outside of these cases (where the organizer allows it), the service fees may be non-refundable, which is indicated on the event page.

The refund is processed within a reasonable time from the validation of the request. The actual time for the credit to appear in the buyer's account also depends on the timeframes specific to the payment service provider and the banking institution.

• Party owing the refund: the organizer (Tembo facilitates technical processing).
• Currency: the original currency of the transaction.
• Method: the original payment method where possible.
• Service fees: refunded if the event is cancelled/postponed/substantially modified; otherwise per the organizer's conditions.
• Timeframe: processed within a reasonable time, excluding banking delays.

4. Applicable right of withdrawal

In accordance with Article 30 of Law No. 2000-83 of 9 August 2000 on electronic exchanges and electronic commerce, the consumer has, for contracts concluded at a distance, a withdrawal period of ten (10) working days to reconsider their commitment, without having to give reasons or bear penalties, except where applicable for the cost of return.

This right of withdrawal may, however, be excluded or limited by law for certain services, in particular services whose performance has begun, with the consumer's agreement, before the end of the withdrawal period, as well as services tied to an event organized on a specific date or period. Where a ticket relates to a dated event whose access occurs during the withdrawal period, or where the buyer has expressly requested immediate performance of the service, the right of withdrawal may not apply.

Any such exclusion is brought to the buyer's attention before the conclusion of the contract, on the event page and during the ordering process. In the absence of clear prior information, the ten (10) working day withdrawal period remains applicable under the conditions provided for by law.

• Basis: Article 30 of Law No. 2000-83 of 9 August 2000.
• Period: ten (10) working days (not a European-style 14-day period).
• Possible exclusion: performed services or dated events, subject to explicit prior information.
• Absence of clear prior information = the withdrawal period remains applicable.

5. Refund conditions set by the organizer

Each organizer may define, for their event, refund conditions that are more favorable than the default principle (for example, a refund available until a cut-off date, a ticket exchange, or reduced fees). These conditions must appear clearly and accessibly on the event page before purchase.

Conditions set by the organizer may under no circumstances reduce the minimum rights guaranteed by this policy and by law, in particular the right to a full refund in the event of cancellation, postponement or substantial modification (section 2) and the right of withdrawal where it applies (section 4).

Tembo imposes a minimum protection baseline on all organizers. In the event of a conflict between the conditions displayed by the organizer and this policy, the provision most favorable to the buyer applies.

• The organizer's conditions must appear on the event page before purchase.
• They may be more favorable, never less protective than the Tembo minimum and the law.
• In the event of a conflict, the rule most favorable to the buyer prevails.

6. How to request a refund and contact the complaints service

To request a refund, the buyer may submit their request from their personal account on the platform, in the section relating to their orders, or by contacting Tembo support at contact@tembo-event.com (or by phone at +216 27 095 055). The request must state the order number, the event concerned and the reason for the request.

Tembo acknowledges receipt of the request and, where applicable, forwards it to the relevant organizer. The buyer is informed of the outcome of their request within a reasonable time. In the event of a persistent disagreement, the buyer may submit a formal complaint to the same contact address.

Without prejudice to amicable remedies, the buyer retains the right to refer the matter to the competent Tunisian authorities, in particular the National Authority for the Protection of Personal Data (INPDP) for matters relating to personal data, and the consumer protection authorities for disputes relating to the performance of the service.

• Main channel: personal account on the platform, orders section.
• Support contact: contact@tembo-event.com / +216 27 095 055.
• Information to provide: order number, event, reason.
• Formal complaint available in the event of persistent disagreement.

7. Special cases: no-show, named tickets and fraud

No-show: the buyer's absence from the event (non-attendance, lateness, or non-use of the ticket) does not give rise to any refund, except where the organizer provides a more favorable condition or in the cases provided for in section 2.

Named tickets: where the event requires a named ticket, the participant's name may be required for access. The transfer or resale of a named ticket without the organizer's consent may result in refusal of access, without refund. Any possibilities for a name change are indicated on the event page.

Fraud: any ticket obtained fraudulently, through misuse of a payment method, or in breach of the terms of use, may be cancelled without refund. Tembo reserves the right to suspend or cancel an order in the event of suspected fraud, in compliance with applicable law, and to report the facts to the competent authorities.

• No-show: no refund, except where a more favorable condition applies.
• Named ticket: access subject to identity; unauthorized resale = refusal of access without refund.
• Fraud: possible cancellation without refund and reporting to the authorities.

8. Mandatory pre-contractual information

In accordance with Law No. 2000-83 of 9 August 2000 and Law No. 92-117 of 7 December 1992 on consumer protection, the buyer receives, before the conclusion of the contract, clear, precise and comprehensible information on the essential characteristics of the service, its total price (including all taxes and service fees), the payment terms, the identity of the selling organizer, as well as the refund and cancellation conditions and, where applicable, the existence or exclusion of the right of withdrawal.

This information is presented on the event page and summarized during the ordering process. Validation of the order constitutes acknowledgment, by the buyer, of having reviewed and accepted it.

Tembo and the organizer ensure that this information is accessible in the languages offered by the platform (French, English, Arabic) and retained in a manner that allows it to be reproduced at the buyer's request.

• Mandatory information before purchase: the service, total price, fees, seller identity, refund and withdrawal conditions.
• Summary presented during the order.
• Retention and reproducibility of the information at the buyer's request.