Payment services
City Vibe provides payment facilities that allow organizers to collect payments through the platform. To process these payments, City Vibe may work with third-party payment providers, including PhonePe Private Limited, and may change providers at its discretion.
Organizers should treat the payment provider details shown on the platform as part of the current service setup, since providers may change over time.
Settlement
City Vibe transfers the funds actually received from completed transactions, after deducting applicable fees, chargebacks, refunds, or other permitted amounts. Payments are made to the bank account linked to the City Vibe account according to the payout schedule for the selected plan.
Payout schedules may be changed when reasonably necessary. Payments to newly registered users may be delayed while account and payment details are verified. Billing or invoice timing may also vary by plan where required.
Payment checks
Organizers are responsible for reviewing their transaction history and confirming that payments are accurate. Any discrepancy or suspected error must be reported within seven days after the payment appears in the electronic transaction history.
Payment holds
City Vibe may temporarily hold, delay, or restrict access to funds when necessary to investigate suspicious transactions, resolve disputes, prevent fraud, or comply with applicable laws, regulations, court orders, or requests from authorities.
Chargebacks
A transaction may be reversed or charged back when a customer disputes it, a card network or payment provider reverses it, the payment is unauthorized, or City Vibe has reasonable grounds to believe the transaction is fraudulent, unlawful, suspicious, or otherwise in violation of these policies.
If a chargeback happens, City Vibe may temporarily retain the disputed amount, deduct it from future payouts, and recover reasonable fees, penalties, or other costs imposed by the payment provider, card network, or financial institution.
Where necessary, City Vibe may recover these amounts from the available balance, future payments, linked bank account, or another registered payment method. Future payouts may also be delayed when additional chargebacks are likely.
If a chargeback is decided against the organizer and City Vibe cannot recover the amount from available funds, the outstanding amount remains payable on request.
Excessive chargebacks
If an account has unusually high chargeback activity, additional protections may apply. These may include added processing charges, reserves, longer holds, delayed settlements, or other reasonable account restrictions.
Refund rules
- Refund eligibility depends on the event policy shown on the booking page.
- Requests must be raised using the booking reference or registered contact details.
- Approved refunds are processed back to the original payment method whenever possible.
- Taxes, gateway charges, and non-refundable service costs may be excluded from the refund amount.
- If the event is completed and no valid issue is reported, refunds may not be available.
Refund handling
Organizers are responsible for setting and following a clear return, cancellation, refund, and adjustment policy for their products or services. They must also follow applicable payment-network rules and the requirements of City Vibe’s payment providers.
Depending on the payment method and applicable rules, organizers may need to maintain and clearly communicate a reasonable refund or cancellation policy before purchase. Cash or other consideration should not be accepted in exchange for preparing a card-payment refund unless permitted by applicable rules.
A refund should generally not exceed the original amount paid by the customer, including applicable taxes that must be refunded. Where applicable, an additional amount may be permitted for return postage or similar costs paid by the customer.
If the organizer’s policy does not allow refunds, this does not necessarily prevent a customer from initiating a chargeback through their payment provider. Refunds may generally be requested or processed through the City Vibe account for up to thirty days after the original payment, subject to applicable rules and circumstances.
This 30-day period is a general processing window, and the exact timing may vary depending on the payment method, event policy, or applicable provider rules.
Any applicable transaction or processing fees may also be refunded or retained according to the payment provider’s terms.
If City Vibe determines that an account is generating an excessive number of chargebacks or refunds, additional safeguards may be introduced, including extra processing fees, reserves, temporary withholding of funds, or delayed settlement.
Once a refund has been initiated, it will generally take approximately five to seven business days for the amount to appear in the customer’s account, depending on the bank, card issuer, payment provider, or other financial institution.
Organizer responsibility
City Vibe may assist with certain disputes, chargebacks, or refunds through the platform. However, organizers remain primarily responsible for customer-service matters relating to the products or services they provide.
Responsibilities may include pricing, delivery and fulfillment, customer cancellations, returns and refunds, rebates, product or service functionality, warranty matters, technical support, feedback, reviews, and other issues related to the organizer’s business practices or policies.
When communicating with customers, organizers must clearly represent themselves as independent sellers, educators, service providers, or businesses and not as employees or agents of City Vibe. They are responsible for resolving issues relating to their own accounts, products, and services.
Organizer-defined policies
Each event can have its own refund policy. Guests should review the policy before booking.
General responsibility
By using City Vibe’s payment services, users acknowledge that they are responsible for complying with applicable laws, payment-network requirements, and the policies governing their transactions.
City Vibe reserves the right to take reasonable action, including withholding funds, delaying payouts, restricting payment functionality, or suspending an account, when necessary to protect users, prevent fraud, manage payment risks, or comply with legal requirements.