Terms of Service

1. About this service

Bigbrother Events and Ticketing Agency ("Bigbrother", "we", "us") operates this website to let you browse upcoming events, view ticket options, sign up for match notifications, and buy tickets online using M-Pesa or other approved payment methods.

We are a ticketing agent, not the event organiser. We sell tickets on behalf of clubs, promoters, and venues. The event organiser is responsible for the event itself — match scheduling, venue conditions, gate entry decisions, and any in-event experience. Our responsibility is limited to selling you a valid ticket and processing your payment.

The platform is operated from Nairobi, Kenya and is governed by the laws of the Republic of Kenya.

2. Eligibility

You must be at least 18 years old to buy tickets or hold an account. If you are under 18, a parent or guardian must complete the purchase on your behalf and accepts these terms for you.

When you use this platform, you also agree to:

• Provide accurate information when subscribing to notifications or purchasing tickets.
• Keep your account credentials and ticket codes secure.
• Not let anyone else use your account without your authorisation.

3. Using this site

You agree not to:

• Scrape, copy, or resell content from this website without our written permission.
• Use the platform for fraudulent activity, including purchasing tickets under false identities.
• Resell tickets at inflated prices or transfer them outside our approved channels.
• Interfere with the security or operation of the platform.
• Share, duplicate, or distribute your ticket code.

Violations may result in ticket cancellation without refund, account suspension, and where applicable, referral to law enforcement.

4. Tickets and entry

• A purchase is binding once your M-Pesa payment is confirmed and you receive a ticket confirmation by email.
• Tickets are subject to availability. Selecting a tier does not reserve it — your seat is only secured on confirmed payment.
• Each ticket is issued to a named purchaser, is valid for one entry per event, and may not be transferred without our written approval.
• For selected events, we or the event organiser may require photo ID matching the purchaser or authorised attendee. If you buy tickets for other people, you are responsible for ensuring they receive the correct ticket details and comply with the event rules.
• The event organiser's gate staff have final authority on entry decisions on event day, including for security, capacity, or conduct reasons.
• Lost or forgotten ticket codes can be recovered through your account or by contacting support before the event. We cannot guarantee re-issuance at the gate.

5. Before you pay

Before confirming payment, you are responsible for reviewing the event details shown at checkout, including the event name, date, time, venue, ticket tier, quantity, total price, and the M-Pesa phone number to be charged.

By completing the M-Pesa payment prompt, you confirm that the details are correct and that you agree to these Terms and our Privacy Policy.

If you notice an error before payment, you should cancel the transaction and correct the details before trying again.

6. Payments, pricing, and refunds

Payments are processed via M-Pesa or other approved payment methods. Prices are displayed in Kenyan Shillings (KES). Unless stated otherwise, the price shown at checkout is the total amount payable to Bigbrother. Any separate transaction charges applied by Safaricom or your mobile money provider are your responsibility and are not included in the price we display.

A payment may show as pending while we wait for confirmation from M-Pesa. A ticket is only issued once payment is successfully confirmed by our system. If your M-Pesa account is debited but you do not receive a valid ticket, contact support with your M-Pesa transaction code and order reference.

Buyer-error sales are final.

Choosing the wrong event, tier, date, or quantity, entering the wrong contact details, a change of plans, missed travel, or failure to attend do not qualify for a refund.

We may approve a refund where:

• The event organiser cancels the event and does not reschedule it.
• Your M-Pesa account is debited but no valid ticket is issued.
• A duplicate payment is processed for the same ticket.
• An error on our side causes you to be denied entry to an event for which you held a valid ticket.

Refunds are processed back to the originating M-Pesa number within 7 working days of approval. Where you agree, we may issue credit toward a future event in place of a cash refund.

We may delay, cancel, or refund any transaction that we reasonably suspect to be fraudulent, duplicated, or in breach of these Terms.

To request a refund or raise a payment dispute, email info@bigbrotherticketing.com with your ticket confirmation number and a description of the issue.

7. Event changes, postponements, and cancellations

For postponed events that are rescheduled, your ticket remains valid for the new date. Where a refund option is made available, the request period will run from the date the new event date or refund window is communicated through the platform or by email — not from the date of the postponement notice.

Where Bigbrother is acting as ticketing agent for a third-party organiser, we will manage refund communications and process approved refunds on the organiser's behalf. We will communicate the applicable remedy to ticket holders using the contact details provided at purchase.

Some events may have additional terms, including age restrictions, gate opening times, prohibited items, or organiser policies. Where event-specific terms are shown on the event or checkout page, they form part of your agreement for that event and take precedence over these general Terms only to the extent of any conflict.

8. Ticket transfers and resale

You may not resell, duplicate, or transfer tickets outside approved channels. Tickets resold or transferred outside approved channels may be cancelled without refund. If we introduce an approved ticket transfer feature in future, transfers must be completed only through that feature.

9. Communications

We may contact you by email using the address you provide.

• Transactional messages — payment confirmations, ticket confirmations, event updates for tickets you hold, support messages, and security notices. These are necessary to operate the platform and deliver your tickets. You cannot opt out of transactional messages while you hold active tickets.
• Subscribed notifications — match alerts and fixture notifications you have opted into. You can unsubscribe at any time using the unsubscribe link in any notification email.

We do not sell your contact details and do not use them for marketing unrelated to this platform.

10. Personal data and privacy

To operate this platform, process ticket purchases, verify payments, issue tickets, prevent fraud, and communicate event updates, we collect and use personal data including your name, email address, phone number, ticket details, payment references, and platform usage information.

We handle this data in accordance with our Privacy Policy, which explains what we collect, why we collect it, who we share it with, how long we keep it, and your rights under the Kenya Data Protection Act 2019.

11. Intellectual property

All content on this website — including the Bigbrother Events and Ticketing name, logo, match data, copy, and platform design — is owned by or licensed to Bigbrother Events and Ticketing Agency. You may not copy, reproduce, distribute, or create derivative works from any content without our written permission.

Where match data, fixtures, or club branding belongs to a third party (clubs, leagues, federations), it is used under licence or with permission and remains the property of its owner.

12. Platform availability

We provide the platform on an "as is" basis and do not warrant that it will be uninterrupted or error-free. We may temporarily suspend access for maintenance, security updates, technical issues, or circumstances outside our reasonable control. Where practical, we will minimise disruption, especially close to event times.

13. Disclaimers and limitation of liability

We are not liable for:

• Match cancellations, postponements, venue changes, or in-event conditions controlled by the event organiser, separate from our refund obligations under Section 6.
• Travel, accommodation, hospitality, or other costs you incur in connection with attending an event.
• Losses caused by events outside our reasonable control, including M-Pesa or banking outages, internet or telecommunications failures, power outages, government action, regulatory changes, civil unrest, public health emergencies, natural disasters, or third-party security incidents.
• Indirect, consequential, or loss-of-enjoyment damages.

Where we are responsible for a problem, our total liability to you is limited to the amount you paid for the affected tickets. Nothing in these terms limits liability that cannot lawfully be excluded under the laws of Kenya, including under the Consumer Protection Act.

14. Suspension and termination

We may suspend or terminate your access to the platform if you breach these terms or if we reasonably believe you are using the platform fraudulently or unsafely. Where practical, we will notify you and give you a chance to respond before suspension. Tickets validly purchased before suspension remain honoured unless the breach affects the validity of those tickets.

You can close your account at any time by contacting us. Closing your account does not entitle you to refunds for tickets already issued.

15. Disputes and governing law

If you have a problem, please email us at info@bigbrotherticketing.com first. We aim to acknowledge disputes within 3 working days and resolve them within 14 working days.

You should raise ticket, payment, or entry issues as soon as possible after they occur. Where possible, disputes should be raised no later than 12 months after the event or transaction giving rise to the issue, unless a longer period is required by law.

If a dispute cannot be resolved between us, these terms are governed by the laws of the Republic of Kenya and subject to the exclusive jurisdiction of the Kenyan courts.

16. Changes to these terms

We may update these terms as the platform evolves. The effective date at the top of this page will be updated to reflect any changes.

For material changes — anything affecting refunds, payments, your rights, or how we use your data — we will notify registered users by email at least 14 days before the changes take effect. Continuing to use the platform after that date means you accept the updated terms.

17. General

• Severability. If any part of these terms is found to be unenforceable, the rest remain in effect.
• Entire agreement. These terms, together with our Privacy Policy, are the entire agreement between you and Bigbrother regarding your use of the platform.
• Assignment. You may not transfer your rights under these terms. We may transfer ours to a successor entity if the business is restructured, sold, or merged, and we will notify you if this happens.
• No waiver. If we don't enforce a right under these terms immediately, that doesn't mean we've given it up.

18. Contact us

If you have questions about these terms, reach us at: