Question 1

How do I book an experience?

Accepted Answer

Browse our experiences page, choose one, and complete checkout with your preferred payment method. You'll receive a confirmation email with your ticket details.

Question 2

What payment methods do you accept?

Accepted Answer

We accept mobile money payments from all major Tanzania networks (M-Pesa, Airtel Money, Tigo, Halotel, Zantel). Payments are processed securely via our payment partners.

Question 3

Can I transfer my ticket to someone else?

Accepted Answer

Yes — tickets can be transferred to another SOULFUL account up to 24 hours before the experience from your ticket details. If the transfer fails, contact support and include your booking reference.

Question 4

Do I need a membership to book?

Accepted Answer

No. Anyone with a SOULFUL account can browse and book experiences. A paid membership tier with early access and member perks is coming later.

Question 5

How do I reset my password?

Accepted Answer

Click "Forgot Password" on the login page. We'll send a reset link to your email. Follow the link to create a new password.

Question 6

How does the loyalty program work?

Accepted Answer

Earn loyalty points on every booking and redeem them for discounts, exclusive experiences, or premium features.

Question 7

Is SOULFUL available offline?

Accepted Answer

Yes! Our PWA caches your tickets for 30 days. You can view tickets offline at the door, even without internet. Your QR code works offline.

Question 8

How do I report a problem?

Accepted Answer

Use the form below to submit a detailed report. We'll be in touch as soon as possible with your case reference number.

Question 9

How do I request a refund?

Accepted Answer

Go to My Tickets, open the ticket, and tap Request Refund. Full refunds are available more than 48 hours before the experience; 50% refunds apply between 24–48 hours before; no refunds within 24 hours. Refunds are returned to the original mobile money account within 3–5 business days. If the refund button is not visible, contact support with your booking reference.

Question 10

What happens if an experience is cancelled?

Accepted Answer

If an organiser cancels an experience, all ticket holders are notified by email and SMS. SOULFUL will issue a full refund to your original mobile money account automatically — no action is required from you. Refunds are processed within 3–5 business days. If you have not received your refund after 7 business days, contact support with your booking reference.

Question 11

My payment failed or is still pending — what should I do?

Accepted Answer

First, check your mobile money app for a pending transaction notification and approve it if prompted. If payment is still shown as pending after 15 minutes, refresh the payment status page. If the payment failed, your account has not been charged — you can retry from the experience page. If your account was charged but no ticket was issued, contact support immediately with the transaction ID from your mobile money statement.

How can we help?

Frequently Asked Questions

Submit a Support Request

How can we help?

Frequently Asked Questions

Submit a Support Request