Frequently asked questions

How do I buy a ticket?

Browse experiences at Lumora, pick the one you want, choose a ticket category, and proceed to checkout. You can pay in full or — where the host has enabled it — spread the cost with an installment plan. You'll receive a confirmation email with your digital ticket once payment is confirmed.

What payment methods are accepted?

All payments are processed securely by Paystack. We accept major debit/credit cards (Visa, Mastercard) and mobile money options supported by Paystack in Kenya. Card details are never stored on Lumora's servers.

How do I receive my ticket after purchase?

Your ticket is delivered instantly to your registered email address as a confirmation with a unique QR code. You can also view and download all your tickets from your Buyer dashboard under My Tickets.

Can I transfer a ticket to someone else?

Yes. You can list your ticket on the Lumora Reseller Marketplace, where another buyer can purchase it from you. Direct peer-to-peer transfers outside the platform are not supported to protect both parties.

What is an installment plan?

An installment plan lets you secure your ticket by paying a deposit upfront and spreading the remaining balance across scheduled payments before the event. Not all events offer this option — look for the 'Installments' badge on the event card.

What happens if I miss an installment payment?

We'll send you reminder emails 3 days before each due date. If a payment isn't received within 7 days of its due date, your ticket reservation is automatically cancelled. Payments already made under an installment plan are non-refundable upon cancellation due to default — so please keep your payment method up to date.

Can I pay off my installment plan early?

Yes. You can make early payments at any time from your Buyer dashboard. Paying early won't incur any additional charges.

Will I still get my ticket if I'm on an installment plan?

Your ticket is reserved as soon as the first installment is paid. You'll receive your final confirmed ticket (with QR code) once all installments are completed.

Can I get a refund?

Refund eligibility depends on the individual event host's refund policy, which is displayed on the event page before you purchase. If no refund policy is stated, tickets are generally non-refundable. Installment deposits are non-refundable in the event of buyer default.

What if the event is cancelled?

If a Seller cancels an event, all Buyers are entitled to a full refund of every payment made for that event, including installments. Refunds are processed to the original payment method within 5–10 business days.

How long do refunds take?

Approved refunds are typically processed within 5–10 business days back to your original payment method. Timing can vary depending on your bank or card issuer.

How do I list an event on Lumora?

Register for a Seller account (or switch your existing account to Seller), then head to your Seller dashboard and click Create Event. Fill in the event details, add ticket categories and pricing, set your refund policy, and publish when you're ready.

Can I offer installment plans for my event?

Yes. When creating a ticket category, you can toggle the 'Allow installments' option and define the number of installments and amounts. Lumora handles all payment reminders and cancellations automatically.

When do I receive my payout?

Seller payouts are processed after the event has taken place, subject to a standard holding period for potential disputes or chargebacks. You can track your payout status in the Seller dashboard.

What fees does Lumora charge hosts?

Lumora charges a service fee per ticket sold, deducted at the time of payout. The fee structure is detailed in your Seller dashboard. There are no upfront listing fees.

Is my payment information secure?

Yes. All payment processing is handled by Paystack, a PCI-DSS compliant payment processor. Your card and mobile money details are never stored on Lumora's servers. All data is transmitted over HTTPS.

I forgot my password. How do I reset it?

On the login page, click 'Forgot password?' and enter your registered email. You'll receive a password reset link within a few minutes. If you don't see it, check your spam folder.

Can I sign in with Google?

Yes. You can create an account or sign in using your Google account for a faster experience. You'll need to agree to our Terms of Service and confirm you're 18 or over the first time you sign in.

How do I delete my account?

You can request account deletion from your account Settings page. For legal compliance, financial transaction records associated with your account are retained for 7 years as required by Kenyan law, even after deletion.