Refund policy

You are entitled to a full refund if:

• The event was cancelled. Whether the creator cancelled it or we did, every ticket holder is refunded in full.
• The event never happened. The start time passed and the creator never went live, with no rescheduled date announced within 48 hours.
• It was rescheduled and you cannot make the new time. Tell us within 7 days of being emailed about the change, or before the new start time, whichever comes first.
• The stream failed on our side. If a technical fault at StreamVibe or our streaming provider meant you could not watch a substantial part of the event, that is our problem and we refund it.
• You were charged and got no ticket. This should be impossible, and we monitor for it continuously — but if it happens we will either issue the ticket or refund you, and we will contact you first either way.

Being straight about this is fairer than a policy that quietly says no later:

• You did not attend, or forgot. The event ran; the seat was yours.
• Your own internet connection or device could not play the stream. We publish what the player needs, and the lobby lets you check before it starts.
• You did not enjoy the event, or it was not what you hoped for. Taste is not a fault.
• You bought a ticket for the wrong event and the event has already happened.
• The creator ran short but delivered the event as described.

If a creator repeatedly runs events that are not what they advertised, that is a platform problem rather than a refund question, and we act on it under the terms of service.

Email support@streamvibe.co.ke with the reference from your receipt — it starts with sv_ and it is the fastest way for us to find the payment. Tell us which of the situations above applies.

Ask within 14 days of the event. We respond within two working days, and we will tell you plainly if the answer is no, and why.

We start the refund with our payment provider as soon as it is approved. After that the timing is the payment network's, not ours:

• Mobile money — usually the same day, back to the account that paid.
• Card — typically 5 to 10 working days to appear on your statement, depending on your bank. An international card can sit at the longer end of that.
• Bank transfer — usually 3 to 5 working days.

Refunds always go back to the method you paid with. We cannot redirect a refund to a different account, and we will never ask you for bank details to process one — if someone does, it is not us.

A refunded ticket stops working immediately. Partial refunds, which we sometimes agree for a partly-delivered event, leave your ticket valid.

A refund is deducted from your StreamVibe balance, including the platform fee we took — we return our cut whenever a buyer is refunded, so a refund never leaves you paying a fee on money you did not keep.

This is why sale proceeds are held until 24 hours after an event ends. If you have already withdrawn against a sale that is later refunded, your available balance can go negative and the amount is recovered from your next sales.

When you cancel an event, its funds stay held until refunds have been settled and our team releases them. That is a deliberate manual step — an automatic release cannot know whether your buyers have been made whole.

If you think a refund is owed, ask us first. We would far rather resolve it directly than through your bank — a chargeback takes months, and while one is open the disputed amount is frozen for the creator, who is usually not the person you have a problem with.

We contest chargebacks raised for events that were delivered as described, using the attendance record for the ticket.