Refunds and cancellations
You refund your buyers from your own Stripe account. Here is who returns what.
You cancel the event
Open the event. Under “Danger zone”, tap “Cancel event”. Refund every buyer in full, within 30 days. Write to your buyers yourself.
Gets everything back, reserve fee included.
VagaViva
Returns its commission on each full refund.
Stripe
Keeps its processing fee.
You change the date, the venue or the main artists
Tell your buyers. Refund in full those who ask.
May ask you for a refund.
VagaViva
Keeps its commission.
A buyer asks for money back
Follow your own policy. Answer within 5 business days. You may refund the ticket price and keep the reserve fee.
VagaViva and Stripe
Keep their fees.
A card dispute
Stripe
Charges you its dispute fee.
VagaViva
Returns its commission if you lose the dispute.
It worked
On the cancellation page every row reads “refunded ✓”.
If it doesn’t work
“pending — waiting for balance”
Your Stripe balance is too low. The refund goes through once there is money in the account.
A refund failed
Open it in Stripe from the same page and try again.