Refunds & Cancellations

You can cancel a new membership within 14 days of your first payment and get it back. If you have already spent credits on a booking in that time, we deduct the value of the credits you used and refund the rest.

We deduct rather than refuse, because credits spent on a booking are money we have already committed to a venue on your behalf.

Renewal payments are not refundable. You can cancel at any time, and cancelling stops the next payment — it does not stop the month you have already paid for.

• Your plan and your perks stay active until the end of the month you paid for.
• You are not charged again after you cancel.
• You can rejoin at any time from the Membership screen.

If a renewal caught you by surprise — you meant to cancel and did not use the membership that month — write to us. We would rather sort it out than argue about it.

On plans without rollover, your monthly credits are for that month. Whatever you have not spent when the month ends is removed and your fresh monthly allowance is added. Unused credits are not carried forward, refunded or exchanged for cash.

Your plan says on the Membership screen whether it rolls credits over. Where it does, unused credits carry forward while your membership stays active.

Credits bought as a top-up are separate: they stay in your wallet until you spend them and do not expire at the end of the month.

Within 14 days of buying a credit pack you can ask for a refund of the credits from that pack that you have not yet spent. We refund the unspent share at the price you paid — six of ten credits left means 60% back — and remove those credits from your wallet.

Credits you have already spent on a booking are not refundable.

Cancel a booking more than 24 hours before the event starts and your credits go straight back into your wallet, in full. Inside 24 hours the credits are not returned, because the place has been held for you and the venue has been paid for it.

• If a venue cancels an event, or changes its date or location, you get your credits back in full — and we will tell you.
• If you are refused entry for a reason that is our fault or the venue's, you get your credits back in full.
• If you are refused entry for breaking a venue's rules, for arriving after the stated entry time, or for being unable to prove your age, your credits are not returned.

Email admin@vibepassltd.com from the address on your VibePass account, and tell us what you are asking about — a membership payment, a credit pack, or a booking. We aim to reply within two working days and to pay approved refunds within five working days.

Refunds go back to the card or account you paid from. We cannot send a refund anywhere else, and we do not refund in cash or credits unless you ask us to.

Nothing here reduces your rights under consumer law. If you are in the UK, you normally have 14 days to cancel something you bought online. That right does not apply to a ticket for an event on a specific date, which is why booked events follow the 24-hour rule above.

If you think a payment was taken in error or without your permission, contact us first — we can usually fix it faster than your bank can.