Terms & Conditions

These Terms & Conditions ("Terms") govern access to and use of the BookOn platform, websites, applications, APIs, and related services (collectively, the "Platform" or "BookOn"). The Platform is operated by Graktung Group and its affiliated entities ("BookOn", "we", "us", or "our"). By creating an account, accessing the Platform, listing an event, making a booking, processing a payment, or otherwise using our services, you agree to be bound by these Terms and our Privacy Policy. If you do not agree, you must not use the Platform.

These Terms constitute a legally binding agreement between you and BookOn. If you use the Platform on behalf of an organization, you represent that you have authority to bind that organization, and "you" refers to both you individually and that organization.

1. Definitions

For clarity throughout these Terms, the following definitions apply:

• "Account" means a registered user profile on the Platform, whether as a Tenant, Customer, staff member, or administrator.
• "Booking" means a reservation, ticket purchase, registration, or similar transaction for access to an Event facilitated through the Platform.
• "Customer" means a person or entity that browses Events, creates Bookings, or otherwise consumes services offered by Tenants through the Platform.
• "Event" means any activity, performance, conference, workshop, venue hire, experience, or offering listed by a Tenant for Booking through the Platform.
• "Listing" means descriptive content, pricing, schedules, capacity rules, media, and policies associated with an Event.
• "Paypack" means the third-party payment service provider integrated with the Platform to process card, mobile money, and other supported payment methods.
• "Platform Service Fee" means the portion of the total transaction fee retained by BookOn on qualifying transactions, as described in Section 5. The applicable rate is determined at the company (Tenant) level, not as a single global rate for all businesses on the Platform.
• "Settlement" means the transfer of funds owed to a Tenant after applicable fees, refunds, chargebacks, and adjustments.
• "Tenant" means an organizer, venue, promoter, business, or other entity that creates Listings and sells or manages Bookings through the Platform.
• "User Content" means any information, text, images, logos, descriptions, or other materials submitted to the Platform by users.
• "Qualifying Transaction" means a completed payment for a Booking or related charge processed through BookOn's payment infrastructure, excluding amounts that are reversed, refunded, voided, or otherwise not collected.

2. Eligibility and account registration

2.1 General eligibility

You must be at least 18 years old and capable of forming a binding contract under applicable law to create an Account or enter into Bookings as a Customer. Tenants must additionally have the legal authority to offer the Events they list and to receive payments for them. By using the Platform, you represent and warrant that you meet these requirements and that all registration information you provide is accurate, current, and complete.

2.2 Account security

You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your Account. You must promptly notify us of any unauthorized access or suspected breach. BookOn is not liable for losses arising from your failure to safeguard credentials, except where required by applicable law.

2.3 Verification and compliance

We may request identity verification, business registration documents, tax information, banking details, or other evidence necessary to comply with law, prevent fraud, or protect the Platform. Failure to provide requested information may result in suspension, delayed Settlement, or termination of your Account.

2.4 One person, one role

Unless expressly permitted, you may not maintain multiple Accounts to evade fees, restrictions, or enforcement actions. Tenants and Customers may use the same legal entity across roles where appropriate, but each role is subject to the obligations applicable to that role.

3. The BookOn platform

3.1 Nature of the service

BookOn provides technology infrastructure that enables Tenants to publish Events, manage inventory and pricing, accept Bookings, and receive payments. BookOn is not the organizer, producer, venue operator, or seller of Events unless explicitly stated in writing for a specific Event. Tenants are independent parties responsible for delivering Events and honoring Bookings.

3.2 No guarantee of sales or attendance

We do not guarantee that any Listing will receive Bookings, that Events will sell out, or that Customers will attend. Marketing reach, search ranking, and promotional placement may vary and are provided at our discretion unless covered by a separate written agreement.

3.3 Changes to the Platform

We may modify, suspend, or discontinue features, integrations, or parts of the Platform at any time. Where changes materially affect paid features or core booking functionality, we will use reasonable efforts to provide advance notice when practicable.

3.4 Third-party services

The Platform may integrate with third-party tools including Paypack, analytics providers, email services, and mapping services. Your use of third-party services may be subject to their separate terms. BookOn is not responsible for third-party outages, errors, or policy changes except as expressly stated in these Terms.

4. Tenant obligations

Tenants agree to the following obligations when using BookOn:

• Provide accurate, complete, and non-misleading Listings, including dates, times, locations, capacities, pricing, age restrictions, accessibility information, and refund policies.
• Honor all confirmed Bookings in accordance with the Listing and applicable law, unless cancellation is permitted under the stated policy or required for safety, legal compliance, or force majeure.
• Maintain valid permissions, licenses, insurance, and approvals necessary to conduct Events.
• Respond promptly to Customer inquiries routed through the Platform or contact channels you provide.
• Comply with consumer protection, tax, data protection, and event safety laws applicable in Rwanda and any jurisdiction where your Event occurs.
• Not use the Platform to sell illegal goods or services, facilitate fraud, discriminate unlawfully, or misrepresent affiliation with BookOn.
• Ensure that User Content does not infringe intellectual property, privacy, or publicity rights of third parties.

Tenants are solely responsible for Event delivery, on-site operations, staffing, health and safety, and post-Event customer service unless BookOn expressly agrees otherwise in writing.

5. Fees and payments

This section describes how money flows through the Platform, how BookOn earns revenue, and how Tenants and Customers should expect charges to appear. Please read this section carefully, as it governs one of the most important aspects of your relationship with BookOn.

5.1 Platform Service Fee (company level)

BookOn charges a Platform Service Fee on each Qualifying Transaction processed through the Platform. The Platform Service Fee compensates BookOn for hosting, booking infrastructure, payment orchestration, customer support tooling, fraud monitoring, reporting, and ongoing development of the Platform.

Fees depend on your company level. Each Tenant is assigned a company-level total fee cap (the maximum combined processing and platform fee on a transaction, expressed as a percentage of the transaction amount). This cap is set by BookOn for your business and may differ from other companies on the Platform. New companies are typically assigned a default cap (commonly four percent (4%) unless otherwise stated at registration), and BookOn may assign a higher or lower cap based on factors such as plan tier, transaction volume, promotional arrangements, payment method, module type, or a written commercial agreement.

Within your company-level cap, Paypack payment processing fees are deducted first; BookOn’s Platform Service Fee is the remainder up to that cap. Your applicable company-level cap and fee breakdown are shown in your Tenant dashboard, wallet or payout reports, and, where supported, at checkout. BookOn may round fees to the nearest minor currency unit in accordance with standard accounting practice.

The Platform Service Fee is calculated on the transaction amount collected from the Customer for the Booking or related charge, before Settlement to the Tenant, unless otherwise stated in writing.

5.2 Deduction before tenant settlement

The Platform Service Fee is deducted before Settlement to the Tenant. When a Customer pays for a Booking, BookOn (or its payment partners) will retain the Platform Service Fee and any other agreed BookOn charges from the collected amount. The net balance, after Platform Service Fee, Paypack fees described below, refunds, chargebacks, reserves, and other permitted adjustments, is eligible for Settlement to the Tenant according to the payout schedule shown in the Tenant dashboard.

Tenants acknowledge that the amount received in Settlement may be less than the gross Booking price displayed to Customers because of the Platform Service Fee and other deductions described in these Terms.

5.3 Paypack and payment processing fees

Payments on BookOn are processed through Paypack, a third-party payment service provider. Paypack fees are separate from the BookOn Platform Service Fee. Paypack may charge processing fees, interchange-related costs, mobile money network fees, currency conversion fees, or other charges according to Paypack's pricing and the payment method selected by the Customer.

Paypack fees are typically deducted from collected funds as part of the payment flow and may reduce the net amount available for Settlement. BookOn does not control Paypack's fee schedule. Tenants and Customers should review Paypack's terms and any fee disclosures presented at checkout or in payout reports.

BookOn is not responsible for Paypack service interruptions, declined transactions caused by issuer or network rules, or changes to Paypack pricing, except that we will use commercially reasonable efforts to maintain a functioning integration and to communicate material changes that affect Platform checkout when we become aware of them.

5.4 Customer-facing pricing

Unless a Tenant chooses to absorb fees, Customers may see the full ticket or Booking price at checkout, which can include taxes, service charges, or payment-related amounts as configured by the Tenant and permitted by law. BookOn may display an itemized breakdown where supported. Tenants are responsible for ensuring that pricing and tax treatment comply with applicable regulations.

5.5 Refunds, chargebacks, and reversals

If a Booking is refunded, cancelled, or charged back, BookOn may reverse or adjust the Platform Service Fee, Paypack fees, and Settlement amounts accordingly. Where a refund is issued after Settlement, BookOn may recover owed amounts by offsetting future payouts, debiting a linked account, or invoicing the Tenant, as permitted by law and disclosed in the dashboard.

Repeated chargebacks, excessive refund rates, or indicators of fraud may trigger reserves, delayed Settlement, Account review, or suspension.

5.6 Taxes

Tenants are responsible for determining, collecting, remitting, and reporting applicable taxes on Events and Bookings, including value-added tax or similar levies where required. BookOn may provide tools to assist with tax display but does not provide tax advice. Platform Service Fees charged by BookOn may be subject to tax treatment under Rwandan law; invoices or receipts may be issued where applicable.

5.7 Payout timing and methods

Settlement timing depends on payment method, risk review, banking cutoffs, and Paypack settlement cycles. Estimated payout dates are shown in the Tenant dashboard but are not guaranteed if third-party delays, compliance holds, or disputes occur. Tenants must maintain accurate payout account details. BookOn is not liable for delays caused by incorrect banking information supplied by the Tenant.

5.8 Changes to fees with notice

BookOn may change your company-level fee cap, introduce new fees, or modify fee calculation methods. When we make changes that affect existing Tenants or ongoing Listings, we will provide advance notice through the dashboard, email to your registered address, or a prominent notice on the Platform. The notice period will be reasonable under the circumstances and at least fourteen (14) days for increases to your company-level fee cap, unless a shorter period is required by law or necessary to address security, fraud, or regulatory obligations.

Continued use of the Platform after the effective date of fee changes constitutes acceptance of the updated fees, except where applicable law requires explicit consent. If you do not agree to new fees, you may close your Account and cease using paid features before the effective date, subject to completion of outstanding Bookings and Settlements.

5.9 Fee disputes

If you believe a Platform Service Fee or Settlement calculation is incorrect, you must notify BookOn within thirty (30) days of the transaction date with supporting details. We will investigate in good faith and correct verified errors. Failure to raise a dispute within this period may limit our ability to adjust historical transactions, except where prohibited by law.

6. Customer obligations

Customers agree to:

• Provide accurate contact and payment information when making Bookings.
• Review Listing details, including date, time, location, refund policy, and entry requirements, before completing payment.
• Attend Events in compliance with venue rules, age restrictions, and conduct policies set by the Tenant.
• Not resell, transfer, or duplicate tickets or Booking confirmations except where expressly permitted by the Tenant or Listing.
• Refrain from abusive behavior toward Tenants, staff, other attendees, or BookOn support personnel.

Customers understand that BookOn does not control Event quality, scheduling changes, or cancellations made by Tenants, though we may provide tools to facilitate communication and refunds according to Tenant policies and applicable law.

7. Bookings, cancellations, and refunds

7.1 Contract between Tenant and Customer

When a Customer completes a Booking, a direct contractual relationship is formed between the Customer and the Tenant for the Event, subject to the Listing terms and applicable law. BookOn facilitates the transaction but is not a party to that Event contract except as explicitly stated.

7.2 Confirmation and delivery

Booking confirmations may be delivered electronically through the Platform, email, SMS, or QR codes. Customers are responsible for safeguarding confirmation codes and presenting valid identification where required.

7.3 Cancellations by Tenant

If a Tenant cancels or materially changes an Event, the Tenant must communicate changes promptly and process refunds or alternatives in accordance with the Listing policy and law. BookOn may assist with mass notifications or refund processing but does not assume the Tenant's obligations unless agreed in writing.

7.4 Cancellations by Customer

Customer-initiated cancellations are governed by the refund policy selected by the Tenant for the Listing. BookOn will process approved refunds through the original payment method where possible, subject to Paypack and banking rules.

7.5 No-show and partial attendance

Unless otherwise stated in the Listing, failure to attend an Event without cancellation under an eligible policy does not entitle the Customer to a refund. Partial attendance or dissatisfaction with subjective aspects of an Event does not automatically qualify for refunds unless required by law or Tenant policy.

8. User content and intellectual property

8.1 Your content

You retain ownership of User Content you submit, subject to the license below. You represent that you have all rights necessary to submit User Content and that it complies with these Terms and applicable law.

8.2 License to BookOn

By submitting User Content, you grant BookOn a non-exclusive, worldwide, royalty-free license to host, store, reproduce, display, distribute, and promote your User Content solely for operating, marketing, and improving the Platform and your Listings. This license ends when User Content is deleted from our active systems, except for reasonable backup retention and records required by law.

8.3 BookOn intellectual property

The BookOn name, logos, software, design, documentation, and all related intellectual property are owned by Graktung Group or its licensors. You may not copy, modify, reverse engineer, or create derivative works of the Platform except as permitted by law or written authorization.

8.4 Feedback

If you provide suggestions or feedback, you grant BookOn a perpetual, irrevocable license to use it without compensation or attribution, except where prohibited by law.

9. Acceptable use

You may not use the Platform to:

• Violate any law, regulation, or third-party rights.
• Upload malware, scrape data without authorization, or attempt to bypass security controls.
• Impersonate others or misrepresent your affiliation with BookOn, Graktung Group, Paypack, or any Tenant.
• Manipulate pricing, inventory, reviews, or analytics through bots or fraudulent transactions.
• Harass, threaten, or discriminate against others.
• Use the Platform for unauthorized commercial solicitation unrelated to legitimate Events.

We may investigate violations and cooperate with law enforcement where appropriate.

10. Disclaimers

THE PLATFORM IS PROVIDED "AS IS" AND "AS AVAILABLE" TO THE MAXIMUM EXTENT PERMITTED BY LAW. BOOKON DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

We do not warrant that the Platform will be uninterrupted, error-free, or free of harmful components. We do not guarantee the accuracy of Listings, Tenant statements, or third-party integrations. Your attendance at Events is at your own risk.

Nothing in these Terms excludes warranties that cannot be excluded under Rwandan law.

11. Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, BOOKON AND GRAKTUNG GROUP WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, LOST REVENUE, LOST DATA, OR BUSINESS INTERRUPTION, ARISING FROM OR RELATED TO THESE TERMS OR THE PLATFORM, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

OUR TOTAL AGGREGATE LIABILITY FOR ALL CLAIMS ARISING OUT OF OR RELATING TO THESE TERMS OR THE PLATFORM SHALL NOT EXCEED THE GREATER OF (A) THE AMOUNT OF PLATFORM SERVICE FEES PAID BY YOU TO BOOKON IN THE TWELVE (12) MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM, OR (B) ONE HUNDRED UNITED STATES DOLLARS (USD $100) OR THE EQUIVALENT IN LOCAL CURRENCY.

These limitations apply to all causes of action, whether in contract, tort, strict liability, or otherwise. Some jurisdictions do not allow certain limitations; in such cases, our liability is limited to the fullest extent permitted by law.

BookOn is not liable for acts or omissions of Tenants, Customers, Paypack, venues, or other third parties, including Event cancellations, injuries at Events, or payment network failures.

12. Indemnification

You agree to indemnify, defend, and hold harmless BookOn, Graktung Group, and their officers, directors, employees, and agents from any claims, damages, losses, liabilities, and expenses (including reasonable legal fees) arising from:

• Your User Content, Listings, or Events.
• Your breach of these Terms or applicable law.
• Your interactions with other users.
• Disputes between Tenants and Customers, except to the extent caused by BookOn's gross negligence or willful misconduct.

13. Suspension and termination

We may suspend or terminate your Account, withhold Settlement, or remove Listings if we reasonably believe you violated these Terms, pose a risk of fraud or harm, or are required to do so by law or payment partners. You may close your Account at any time through available settings or by contacting support.

Upon termination, outstanding Bookings may still be honored or refunded according to Tenant policies and legal requirements. Sections that by nature should survive termination—including fees owed, disclaimers, limitations of liability, indemnification, and governing law—will survive.

14. Dispute resolution

14.1 Customer-Tenant disputes

Customers should first contact the Tenant regarding Event-specific disputes. BookOn may, at its discretion, provide mediation tools or support documentation but is not obligated to resolve disputes between Tenants and Customers.

14.2 Disputes with BookOn

Before initiating formal proceedings, you agree to contact us at legal@bookon.rw and attempt to resolve the dispute informally within thirty (30) days. If informal resolution fails, disputes shall be submitted to the competent courts as described in Section 15.

15. Governing law and jurisdiction

These Terms and any dispute arising out of or relating to them or the Platform are governed by the laws of the Republic of Rwanda, without regard to conflict-of-law principles that would apply another jurisdiction's laws.

You agree that the courts of Rwanda shall have exclusive jurisdiction over such disputes, subject to mandatory consumer protections that may grant you rights in your country of residence. Nothing in this section limits BookOn's right to seek injunctive relief in any jurisdiction to protect intellectual property or Platform integrity.

These Terms are entered into with Graktung Group, operating the BookOn platform. Contractual notices to BookOn should be sent to the contact details in Section 16.

16. General provisions

16.1 Changes to these Terms

We may update these Terms from time to time. When we make material changes, we will post the updated Terms on the Platform and update the effective date. Continued use after the effective date constitutes acceptance, except where explicit consent is required by law. If you do not agree, you must stop using the Platform.

16.2 Entire agreement

These Terms, together with the Privacy Policy and any order forms or fee schedules expressly incorporated by reference, constitute the entire agreement between you and BookOn regarding the Platform and supersede prior oral or written understandings on the same subject.

16.3 Severability

If any provision is held invalid or unenforceable, the remaining provisions remain in full force and effect.

16.4 No waiver

Failure to enforce any provision is not a waiver of our right to enforce it later.

16.5 Assignment

You may not assign these Terms without BookOn's prior written consent. BookOn may assign these Terms in connection with a merger, acquisition, or sale of assets, with notice where required by law.

16.6 Contact

For questions about these Terms, billing, or legal notices:

• BookOn / Graktung Group
• Email: legal@bookon.rw
• Support: support@bookon.rw
• Website: https://bookon.rw

By using BookOn, you acknowledge that you have read, understood, and agree to these Terms & Conditions.