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Attendee Organizer

Privacy policy

Privacy Policy and Refund Policy

Effective date: 17 October 2026

This page explains how ticketHUB ZM, operated by Optimyze Technologies Limited (“ticketHUB”, “we”), handles your personal data, and when refunds are possible. We follow Zambia’s Data Protection Act No. 3 of 2021.

Privacy Policy

1. What we collect

  • Buyers: name, phone number, email (optional for guests), the tickets you bought, and the mobile money number used to pay.
  • Organizers: name, business details, contact details, and payout details (mobile money number or bank account).
  • At the gate: when and where a ticket was scanned.
  • Technical data: IP address, device and browser type, and cookies needed to run the site (see our Cookie Policy).

2. Why we use it

  • To process payments and issue, deliver and check tickets.
  • To send order confirmations, tickets, and important event updates or cancellations.
  • To pay Organizers and keep accurate financial records.
  • To prevent fraud and keep the Platform secure.
  • To send marketing messages, only if you agree. You can opt out at any time.

3. Who we share it with

  • The event Organizer: your name, contact details and ticket details for the events you buy, so they can manage entry and contact you about the event.
  • pawaPay and your mobile network (MTN, Airtel, Zamtel): your phone number and payment amount, to process mobile money payments and payouts.
  • Service providers: hosting and email providers that help us run the Platform, under confidentiality obligations.
  • Authorities: where the law requires it.
  • We do not sell your personal data.

4. How long we keep it

We keep order and payment records for as long as the law requires for financial and tax purposes. Other data is kept only as long as needed for the purposes above.

5. Your rights

You can ask to see, correct or delete your data, object to marketing, or withdraw consent. Contact us at support@tickethubzm.com. Some records (such as completed payments) may need to be kept by law.

6. Security

We use encrypted connections (HTTPS), access controls and secure servers. We never ask for or store your mobile money PIN. If a data breach affects you, we will notify you and the relevant authority as required by law.

7. Data stored outside Zambia

Our servers or service providers may be located outside Zambia. Where this happens, we take steps to keep your data protected as required by law.

8. Children

The Platform is not intended for children under 18 to use on their own. We do not knowingly collect data from children without a parent or guardian.

Refund Policy

1. General

  • Tickets are non-refundable unless the event is cancelled, postponed, or the Organizer’s own policy allows refunds.
  • Only the original buyer can request a refund. Approved refunds are paid back to the mobile money number used for the purchase.
  • A processing fee of ZMW 2 may be deducted from approved refunds, except where the refund is caused by a ticketHUB system error.
  • Where a booking fee was charged, it is not refundable, except when the event is cancelled or the refund is caused by a ticketHUB system error.

2. Cancelled events

If an event is cancelled, buyers are entitled to a refund of the ticket price. The Organizer is responsible for funding refunds. Where ticketHUB still holds the online sales money, we will process refunds on the Organizer’s behalf, usually within 10 to 14 working days.

3. Postponed or changed events

Your ticket stays valid for the new date. If you cannot attend, you may request a refund within 14 days of the new date being announced.

4. Payment problems

  • If you were charged but did not receive a ticket (for example due to a network or pawaPay delay), contact us with your phone number and the time of payment. We will check with pawaPay and either issue your ticket or refund you in full.
  • If you were charged twice for the same order, the duplicate will be refunded in full.

5. Not refundable

  • Not attending an event that went ahead as planned.
  • Being refused entry because of the event’s entry rules, or because your ticket had already been scanned.
  • Tickets bought at a point of sale. Please contact the Organizer directly.

6. How to ask for a refund

Email support@tickethubzm.com or call +260 975 168 880 with your order reference, the phone number used to pay, your name, and the reason. You can find your order reference on your ticket or on the Find my tickets page.

7. Your legal rights

Nothing in this policy affects your rights under Zambian consumer protection law.

Contact

Optimyze Technologies Limited
Email: support@tickethubzm.com
Phone: +260 975 168 880