Refund Policy

1. Overview

Karibisha is an event management platform operated by Advantage Online, based in Nairobi, Kenya. Our platform enables event organizers to create events, sell tickets, and manage registrations for attendees, exhibitors, and vendors.

Because of this direct payment model, refund policies for event tickets, exhibitor fees, and vendor fees are entirely set and managed by the event organizer. Advantage Online maintains the refund policy outlined below only for platform subscription fees paid directly to us.

2. Platform Subscription Refunds

Karibisha offers monthly and annual subscription plans for event organizers. Subscriptions are billed through Lemon Squeezy, our subscription billing partner. The following refund terms apply:

2.1 Monthly Plans

Monthly subscription plans are billed on a recurring basis through Lemon Squeezy. You may cancel your monthly subscription at any time. Upon cancellation, no refund will be issued for the current billing period; however, you will retain full access to all subscription features until the end of your current billing cycle.

2.2 Annual Plans

Annual subscription plans are billed once per year through Lemon Squeezy. If you cancel an annual plan within 14 days of purchase or renewal, you are eligible for a pro-rated refund for the unused portion of your subscription. After the 14-day window, annual plans are non-refundable, but you will continue to have access to all features until the end of your billing period.

2.3 Plan Downgrades

If you downgrade from a higher-tier plan to a lower-tier plan, the change will take effect at the start of your next billing cycle. No partial refunds are issued for downgrades.

2.4 How Subscription Refunds Are Processed

Subscription refunds are processed through Lemon Squeezy to your original payment method. You can also manage your subscription (cancel, update payment method, view invoices) directly through the Lemon Squeezy customer portal linked from your Karibisha account settings.

3. Event Ticket, Exhibitor & Vendor Refunds

All payments for event tickets, exhibitor registrations, vendor fees, and sponsorships are processed directly to the event organizer's payment account. Karibisha does not receive, hold, or have access to these funds at any point.

3.1 Organizer Refund Policies

Each event organizer sets their own refund policy. Before purchasing a ticket or registering as an exhibitor or vendor, you should review any refund terms provided on the event page. Organizers are encouraged to clearly state whether purchases are refundable, partially refundable, or non-refundable.

3.2 Requesting a Refund

Since all funds go directly to the organizer, you must contact the event organizer directly to request a refund. Karibisha cannot issue refunds for ticket purchases, exhibitor fees, or vendor fees because we never receive those funds. Organizer contact details are available on the event page.

3.3 Karibisha's Role

Karibisha acts solely as a technology platform connecting organizers with attendees, exhibitors, and vendors. We do not:

• Hold, collect, or escrow any event-related payments
• Have the ability to issue refunds for event purchases
• Guarantee refunds from event organizers
• Assume liability for organizer refund policies or decisions

If you are unable to reach the organizer or resolve a dispute, you may contact Karibisha support. While we cannot issue refunds on behalf of organizers, we can attempt to facilitate communication between the parties and, in cases of policy violations, take action against the organizer's account.

4. Payment Processing

All event-related payments (tickets, exhibitor fees, vendor fees, sponsorships) are processed through third-party payment providers (Stripe, Paystack, M-Pesa) and settle directly into the organizer's connected payment account. Karibisha facilitates the payment flow through these providers but does not receive or hold the funds.

4.1 Payment Provider Disputes

If you believe a payment was processed incorrectly (duplicate charge, wrong amount, failed transaction), you may:

• Contact the event organizer to resolve the issue directly, as they are the recipient of the payment.
• Contact your payment provider (your bank, M-Pesa, or card issuer) to dispute the charge.
• Contact Karibisha support if you believe a platform error caused the issue — we can provide transaction records to help resolve the dispute.

5. How to Request a Refund

5.1 For Event Tickets, Exhibitor & Vendor Fees

Since these payments go directly to the organizer:

• Step 1: Contact the event organizer directly using the contact details provided on the event page.
• Step 2: Provide your order reference number, name, and reason for the refund request.
• Step 3: The organizer will process any approved refund through their payment provider to your original payment method.

If the organizer is unresponsive after reasonable attempts, contact us at support@karibisha.events. We can help facilitate communication but cannot issue refunds on the organizer's behalf.

5.2 For Platform Subscriptions

To request a subscription refund:

• Step 1: Email our support team at support@karibisha.events.
• Step 2: Include your full name, account email, subscription plan, and reason for the refund request.
• Step 3: Our team will acknowledge your request within 2 business days and process eligible refunds to your original payment method.

6. Refund Processing Times

6.1 Event-Related Refunds (Processed by Organizer)

If an organizer agrees to refund your ticket, exhibitor, or vendor payment, the processing time depends on the payment method the organizer uses to issue the refund:

• Stripe (Credit/Debit Card): Typically 5-10 business days, depending on your card issuer.
• Paystack: Generally 5-10 business days, depending on your bank or mobile money provider.
• M-Pesa: Typically 3-7 business days.

These timelines are for guidance only. Since the organizer processes the refund, Karibisha has no control over the timing. Contact the organizer or your payment provider if a refund is delayed.

6.2 Subscription Refunds (Processed by Karibisha)

Eligible subscription refunds are processed through Lemon Squeezy and typically appear within 5-10 business days, depending on your payment method and financial institution.

7. Chargebacks and Disputes

We strongly encourage you to contact the event organizer directly before filing a chargeback or dispute with your bank or payment provider. Since payments go directly to the organizer, they are in the best position to resolve refund requests quickly.

If you file a chargeback with your bank or card issuer, the dispute will be between you, the event organizer (as the payment recipient), and the payment provider. Karibisha can provide transaction records and platform data to support dispute resolution when requested.

Organizer accounts associated with excessive chargebacks, fraudulent activity, or failure to deliver promised event services may be suspended or terminated from the Karibisha platform.

8. Event Cancellations

When an event is cancelled by the organizer, the following applies:

8.1 Organizer Obligations

Event organizers who cancel their events are expected to:

• Notify all registered attendees, exhibitors, and vendors promptly about the cancellation.
• Process full refunds for all paid registrations through their payment provider, unless an alternative arrangement (such as rescheduling or credit) has been agreed upon with each registrant.
• Communicate any changes to the refund timeline clearly.

8.2 Karibisha's Role in Cancellations

Since Karibisha does not hold event funds, we cannot automatically process refunds when an event is cancelled. The organizer is solely responsible for issuing refunds to attendees, exhibitors, and vendors from their own payment account.

If an organizer cancels an event and fails to issue refunds, Karibisha may:

• Suspend or terminate the organizer's Karibisha account.
• Assist affected registrants with filing disputes through their payment providers.
• Provide transaction records and communication logs to support dispute resolution.

9. Contact Us

If you have any questions about this Refund Policy or need assistance with a refund request, please do not hesitate to reach out: