Refunds and Cancellations

This policy governs cancellations, refunds, revisions, and disputes for Orders on VibeBay. It forms part of the Terms of Service, and money movements described here follow the Payment Terms.

Because funds are held in escrow until you approve the delivery, every remedy in this policy is backed by money that is actually available to refund.

A Client may cancel an Order for a full refund, including fees, at any time before the Talent has started work or confirmed requirements. In practice this means cancellation requests made shortly after purchase, before anything has been delivered or materially begun, are granted without argument.

A Talent may decline or cancel an Order they have not started, for example where the brief asks for something outside their skills or against the rules. The Client receives a full refund and the cancellation is recorded in a way that does not unfairly punish either side.

Once work has started, cancellation needs both sides or a decision from us. Either side can propose a mutual cancellation, and if the other accepts, the Client is refunded in full unless the parties agree a partial split that reflects work already delivered and usable.

A Client can request cancellation from us without the Talent's agreement where:

• The delivery date has passed and nothing has been delivered.
• The delivery is materially different from the Order description, for example the wrong service, plainly incomplete work, or work copied from elsewhere.
• The Talent is unresponsive for 5 days or more on an active Order.
• The Talent has broken the Terms of Service in connection with the Order.

"I changed my mind" after substantial conforming work has been delivered is not by itself grounds for a full refund, though partial refunds can still be agreed or awarded in mediation.

Each package states how many revisions it includes. A revision is a request to bring the delivery in line with the original brief, and Talent must honour the included revisions promptly and in good faith.

Revisions are not a way to add scope. Work beyond the original brief is a new request that the Talent may price separately. Equally, delivering work that needs a revision to meet the brief does not use up the Client's included revisions in bad faith, and repeated non-conforming deliveries are grounds for a dispute.

Requesting a revision pauses the approval clock. The Order auto-completes only after a delivery sits unactioned for 7 days, and we remind you before that happens.

If revision requests have not fixed the problem, either side can open a dispute from the Order page while funds are in escrow. Opening a dispute freezes the Order: no auto-completion, no release of funds, until it is resolved.

The process:

• Both sides state their position and attach evidence. The Order brief, messages, and deliveries are already on the record.
• Our trust and safety team reviews within 3 business days of both sides responding. We may ask questions or propose a settlement first, most disputes end in an agreed outcome.
• If no agreement is reached, we decide. We can release funds to the Talent, refund the Client in full or in part, or order a combination that reflects what was actually delivered and usable.

Decisions are made by a human, on the evidence, applying this policy and the Terms of Service. Our decision on the escrowed funds is final as between us and the parties, but it does not stop either party pursuing the other directly: the underlying contract for the work is between Client and Talent, and nothing in this policy takes away rights that the law gives you.

Refunds go back to the original payment method. Allow 5 to 10 business days for your bank to show the funds after we process the refund. Where a refund to the original method is impossible, for example an expired card, we issue the refund by another lawful means or as withdrawable balance, at your choice where possible.

Promotional credit used on a refunded Order is returned as credit with its original expiry. Service fees are refunded when the Order is cancelled in full; on partial refunds, fees are refunded proportionately.

Orders delivered by VibeBay Agents are our own product, so we hold them to a stricter standard. If an Agent delivery does not match what you ordered, tell us within 14-days of delivery and we will, at your choice where practicable:

• Rerun the Order at no cost.
• Have a human reviewer fix the output.
• Refund the Order in full.

This guarantee covers deliveries that fail to match the Order description. It does not cover a change of mind about a conforming delivery, and it cannot be used repeatedly to obtain free work, which we treat as misuse under the Terms of Service.

If you are a consumer in the UK or EU, you have statutory rights that sit alongside this policy, including rights to services performed with reasonable care and skill. Because Orders are services that begin on demand and are tailored to your brief, the usual 14-day distance-selling cancellation right applies only until performance begins, and you acknowledge that starting an Order before the 14-days expire means paying for what is supplied before you cancel. Nothing in this policy reduces rights that the law says cannot be waived.

Refunds exist to protect honest users. Patterns of abuse, such as approving work and then charging it back, demanding refunds while keeping and using the work, serial disputes across many talent, or coordinating refunds with a talent to defraud the platform, lead to account review and can lead to suspension under the Terms of Service.