Refund Policy

Last updated: November 2025

Thank you for using Vibes254. This Refund Policy explains how refunds are handled for events and experiences purchased through our platform. Our goal is to protect both customers and organizers while keeping the marketplace fair and transparent.

Vibes254 acts as a ticketing and booking platform, not the organizer of events. Refund approval is based on the guidelines below.

1. General Policy

Refunds are available under specific circumstances related to event cancellation, significant changes, or service failure by the organizer.
All refund requests must be submitted through:

Email: support@vibes254.com
or
Help → My Tickets → Request Refund (if enabled on your account)

Refund decisions are made fairly, based on documented evidence.

2. When Customers Are Eligible for a Refund

2.1 Event Cancellation

You will receive a 100% refund if the organizer cancels the event.

2.2 Major Event Changes

Customers may be refunded if key details change, including:

  • Date or time change
  • Venue change
  • Headliner or advertised experience removed
  • Event becomes materially different from what was advertised

2.3 Organizer Fails to Deliver the Event

Refunds may be issued if:

  • The event does not take place
  • Entry is denied despite having a valid ticket
  • The organizer does not provide the purchased experience

2.4 Duplicate Purchases

If you accidentally purchased tickets twice for the same event, and the tickets have not been used or scanned, a refund may be granted.

3. When Customers Are Not Eligible for a Refund

Refunds are not issued for the following:

3.1 “No Show”

If you fail to attend the event, no refund is provided.

3.2 Late Arrival

Being late to an event does not qualify for a refund, even if entry is refused.

3.3 Changing Your Mind

Vibes254 does not offer refunds for:

  • Change of plans
  • Personal scheduling conflicts
  • Realizing later that you cannot attend

3.4 Tickets Already Used / Scanned

Once a ticket has been validated at the venue, it is non-refundable.

4. Refund Process

4.1 How to Request a Refund

Customers should:

  1. Log into their Vibes254 account
  2. Open My Tickets or the specific order
  3. Click Request Refund, OR email support@vibes254.com
  4. Provide a clear reason + evidence (if possible)

4.2 Review Time

Refund reviews take 1–5 business days.

4.3 Refund Method

Approved refunds will be issued to the original payment method used during purchase.

  • M-Pesa: refunded directly to your M-Pesa wallet
  • Card payments: refunded to your card (3–10 business days depending on bank)
  • Vibe254 credit (optional for fast refund if user chooses)

5. Escrow & Payout Considerations

Because Vibes254 uses an escrow system, organizer earnings are held until after the event ends.

If a refund is requested:

Before the Event Ends

Refunds come from the escrow balance.

After Payout Has Been Released

If a refund request is approved after the organizer has already been paid out:

  • The organizer must return the amount owed
  • If they fail to comply, their account may be suspended
  • Vibes254 may take further action, including blocking future listings

6. Organizer Responsibilities

Organizers must:

  • Clearly communicate event details
  • Honor tickets
  • Manage venue capacity
  • Notify customers promptly of any major changes
  • Support the refund process when required

Failure to comply may result in:

  • Refund deductions
  • Loss of payout eligibility
  • Account removal
  • Permanent ban from Vibe254

7. Force Majeure / Acts of God

If an event cannot proceed due to unavoidable circumstances (e.g., severe weather, government restrictions, natural disasters):

  • Refunds may be partial or full, depending on organizer policy
  • Vibes254 will work with both parties to reach a fair solution
  • Refunds are not guaranteed for circumstances outside the platform’s control

8. Fraud Prevention

Vibes254 may deny refund requests that appear fraudulent, including:

  • Using tickets after requesting a refund
  • Submitting false claims
  • Attempting multiple refund requests for the same order
  • Chargeback fraud via banks or mobile money

Fraudulent behavior may lead to permanent account suspension.

9. Contact Information

For refund assistance:

Email: info@vibes254.com
Website: https://vibes254.com
Location: Nairobi, Kenya