REFUND POLICY
Last updated: December 18, 2025
VybMate is committed to ensuring fair and transparent refund practices for all users of our platform.
1. GENERAL REFUND PRINCIPLES
1.1 Service Cancellations
- Bookings cancelled by clients more than 24 hours before the scheduled service are eligible for a refund of the service amount only
- Cancellations made within 24 hours of the service may be subject to a cancellation fee
- No-show clients forfeit their booking fee
1.2 VybMate Cancellations
- If a VybMate cancels a confirmed booking, the client receives a full refund of the service amount
- VybMate cancellations within 2 hours of service may result in platform penalties for the VybMate
2. NON-REFUNDABLE FEES
2.1 Service and Processing Fees
- Platform service fees are NON-REFUNDABLE under all circumstances
- Payment processing fees are NON-REFUNDABLE under all circumstances
- These fees cover platform maintenance, security, payment processing, and administrative costs
- Only the base service amount paid to VybMates is eligible for refund under qualifying conditions
2.2 Fee Structure Transparency
- All fees are clearly displayed during the booking process
- Users acknowledge and accept non-refundable fees before confirming bookings
- Fee breakdowns are available in booking confirmations and receipts
3. PAYMENT PROCESSING
3.1 Refund Timeline
- Approved refunds are processed within 3-5 business days
- Refunds are returned to the original payment method or specified payment methods
- Bank processing times may vary
- Only eligible service amounts are refunded, excluding all platform and processing fees
3.2 Refund Calculations
- Refunds are calculated based on the service amount only
- Platform fees and processing fees are automatically deducted and retained
- Partial refunds may apply based on service completion and dispute outcomes
4. DISPUTE RESOLUTION
4.1 Service Completion and Dispute Window
- Services are automatically marked complete 1 hour after the scheduled service period ends
- Clients have 1 hour after service completion to file disputes
- **Important**: Disputes only apply to escrow payments; non-escrow payments are not mediated by the platform
- All disputes are reviewed by our support team
- Resolution may include partial or full refunds of the service amount only
- Platform and processing fees remain non-refundable even in dispute resolutions
5. SPECIAL CIRCUMSTANCES
5.1 Emergency Situations
- Medical emergencies or unforeseen circumstances may qualify for service amount refunds
- Documentation may be required for verification
- Each case is reviewed individually
- Platform and processing fees remain non-refundable
5.2 Platform Issues
- Technical problems from our system preventing service delivery result in full refunds of the service amount
- System downtime affecting bookings qualifies for full compensation
- Users are notified of any platform-related refunds
6. DISPUTE FILING AND RESOLUTION
6.1 Dispute Process
- Disputes must be filed within 1 hour of service completion through the platform
- Only escrow payments are eligible for dispute mediation
- Non-escrow payments cannot be disputed through the platform
- Both parties can provide evidence and explanations during dispute proceedings
- Admin team reviews all evidence and makes impartial decisions
6.2 Dispute Outcomes
- Disputes may result in: full refund to client, full payment to VybMate, or partial refunds and payment based on circumstances
- All dispute decisions are final
- Repeated frivolous disputes may result in account restrictions
7. CONTACT INFORMATION
For refund requests or questions about this policy, please contact our support team through the help section of the platform or email us at support@vybmate.com.
This refund policy may be updated from time to time. Users will be notified of any significant changes.