Last updated: 24 February 2026

Terms & Conditions

The rules governing your use of the SOULFUL platform and events.

1. Accounts

•Provide accurate name, email, and phone information when registering.
•Do not share your account credentials or attempt unauthorized access.
•You are responsible for all activities conducted through your account.

2. Tickets

•Tickets are personal and may require a matching government-issued ID at entry.
•Counterfeit or resold tickets may be voided without compensation.
•Tickets can be transferred to another SOULFUL account up to 24 hours before the event.

3. Refund Policy

100%

Full Refund

Requested more than 48 hours before the event start time.

50%

Partial Refund

Requested between 24–48 hours before the event.

No Refund

Requested within 24 hours of the event. Exceptions at organiser discretion.

All refunds are returned to the original mobile money account used for purchase. Processing time is 3–5 business days.

4. Conduct at Events

•Respect venue rules and follow staff instructions at all times.
•SOULFUL reserves the right to refuse entry or remove individuals without refund for misconduct.
•Harassment, unsafe behaviour, or violation of venue policy will not be tolerated.

5. Loyalty Programme

•Loyalty points are earned on eligible ticket purchases and have no cash value.
•SOULFUL may modify loyalty tiers, earn rates, or redemption rules with 30 days notice.
•Points expire if an account is inactive for 12 consecutive months.

6. Age Requirement

•You must be 18 years of age or older to create an account and purchase tickets on SOULFUL.
•By registering, you confirm that you meet the minimum age requirement.
•We do not knowingly collect personal data from individuals under 18. If we become aware that a minor has registered, we will close the account and remove associated data.
•Entry to specific events may carry additional age restrictions set by the organiser or venue. These will be stated on the event page.

7. Event Organisers

Organiser responsibilities

•Organisers must publish accurate event details including date, venue, line-up, and applicable age restrictions before tickets go on sale.
•Organisers are responsible for obtaining all necessary permits, licences, and venue approvals for their events.
•In the event of cancellation or material change, organisers must notify SOULFUL immediately so that affected ticket holders can be informed and refunds processed.
•Organisers must not use the platform to sell tickets for events they do not have the authority to host.

SOULFUL's moderation rights

•SOULFUL may remove, suspend, or restrict any event listing that violates these terms, applicable law, or our community standards — with or without prior notice.
•Organiser accounts found to be in breach of these terms may be suspended or permanently closed. Payouts may be withheld where a breach is under investigation.
•SOULFUL reserves the right to issue refunds to ticket holders at its discretion where an organiser fails to meet their obligations.

Liability

•SOULFUL is a ticketing platform. The event organiser is solely responsible for the delivery, safety, and quality of the event itself.
•SOULFUL's liability to any party in connection with a specific event is limited to the net ticketing fees received by SOULFUL for that event.
•SOULFUL is not liable for personal injury, property damage, or losses arising from attendance at or cancellation of any event.

8. Changes to Terms

We may update these terms to reflect changes in operations or legal requirements. We will notify users via the platform for material changes. Continued use of SOULFUL after notice constitutes acceptance of the updated terms.

9. Contact

For questions about these terms, contact us at support@soulful.co.tz.

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