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Last updated: June 3, 2020
This Guest Refund Policy governs Cancellation Policy and Reschedule Policy for both hosts and guests and the Host obligations associated with this Policy. It applies in addition to both Guest's Terms and Host's Terms, and is available to Guests who book a Skill-sharing Activities or an Experience through Vibeji.
All capitalized terms shall have the meaning set forth in the Vibeji's Terms unless otherwise defined in this Guest Refund Policy.
By using the Vibeji Platform as a Host or Guest, you are indicating that you have read and that you understand and agree to be bound by this Guest Refund Policy.
The following situations are “Eligible Circumstances” that are eligible for a refund under the Guest Refund Policy because the Experience has been deemed as under our Experience Quality Standards.
If Vibeji determines that a Guest experienced a Eligible Circumstances, Vibeji will, at its discretion, provide the Guest with a refund up to a maximum of the Total Fees the Guest paid for the Experience in accordance with this Policy.
To claim for the refund, please contact us at [email protected] within 7 days after the experience date to be eligible for your refund. Our team will get back to you within 48 hours.
As a Host, you are responsible for ensuring that the Experience you list on the Vibeji Platform meets Vibeji’s Quality Standard Checklist and does not present a Guest with Eligible Circumstances. Before and during the Experience, Hosts should be available, or make a third-party available, in order to try, in good faith, to resolve any Guest issues.
If (i) Vibeji determines that a Guest has suffered Eligible Circumstances related to your Experience and (ii) Vibeji reimburses that Guest (up to their Total Fees), you agree to reimburse Vibeji up to the amount paid by us within 30 days of Vibeji’s request. You authorize Vibeji to collect any amounts owed to Vibeji by reducing your Payout.
As a Host, you understand that the rights of Guests under this Guest Refund Policy will supersede the Cancellation Policy.
If you dispute the Eligible Circumstance, you may notify us by email [email protected] or via telephone and provide us with information (including photographs or other evidence) disputing the claims regarding the Eligible Circumstance, provided you used reasonable and good faith efforts to try to remedy the issues with the Guest prior to disputing the refund claim.
You can reschedule the date or time of your experience (or add or remove guests) within 24 hours of booking, and up to 48 hours before the experience is scheduled to start.
If you reschedule an experience, the cancellation policy is based on the original purchase time and original start date of the experience.
Any refund/cancellation request must be sent to Vibeji by email ([email protected]) at least 48 hours before the experience starts. Vibeji does not support refund/cancellation of the service in all circumstances when the service is ready to be provided.
To claim a refund for Cancellation, the following policies apply:
For other circumstances not met by the points above, or by "Vibeji Satisfaction Guarantee" (1) and "Cancellations due to an emergency" (4.4), please contact us at [email protected] with clear demonstrations of why you should seek a refund.
To cancel your upcoming hosting session, please contact [email protected]. Your guests will receive a notification and a full refund.
Cancellations can be very disruptive to guests' plans. Because of this, penalties may apply if you cancel an experience that’s already been booked by a guest. Cancellations may incur a fee of up to 20% of the booking value of the cancelled experience, deducted from an upcoming payout. We’ll notify you if a fee will be charged before you complete a cancellation.
Frequent cancellations, or no-shows, are a violation of our Host's Terms and may result in removal of the experience from Vibeji.
If you arrange an alternative time that your guests agree to, please email [email protected] to let us know after you cancel. We’ll verify that your guests have agreed, and remove any penalty that was applied.
We may be able to give you a refund even if the Request does not meet our Cancellation Conditions because you have to cancel due to an unexpected circumstance that’s out of your control.
Below is a list of qualified unexpected circumstances. Before you cancel, check that your circumstance is included in the list below and that you can provide the evidence for the claim.