Refund policy

We understand that plans can change. This policy explains the cancellation and exchange conditions for VibePass vouchers and how to contact us if you need assistance.

VibePass is operated by SOPAGO KENYA Limited. Please read this policy alongside our Terms & Conditions and the conditions shown on the relevant experience page.

1. Cancelling a Voucher Purchase

Voucher purchases cannot be cancelled and are non-refundable, except where a refund is required by applicable law.

Cancelling a reservation with a venue does not cancel your voucher or create an entitlement to a refund.

2. Cancelling or Rescheduling a Reservation

Some experiences require a reservation directly with the hotel or venue. Please check the booking instructions and any cancellation conditions before confirming your visit.

To cancel or change a reservation, contact the venue using the details provided in your booking instructions. Contact VibePass if you need assistance.

Reservations must be cancelled at least 24 hours before the confirmed booking time. If you cancel less than 24 hours before the confirmed booking time or do not attend, your voucher will be treated as redeemed.

3. Unavailable or Cancelled Experiences

Buying a voucher does not automatically reserve a particular date. Reservations remain subject to the venue’s confirmation of availability.

If your preferred date is unavailable, contact the venue to discuss alternative dates. If the venue cancels a confirmed booking or can no longer provide the purchased experience, contact VibePass customer service for assistance with rescheduling or a replacement experience.

Replacement experiences are subject to availability. If no suitable replacement is available, this does not create an entitlement to a refund, except where required by applicable law.

4. Exchanges, Expiry and Used Vouchers

Exchanges: To exchange your voucher for another experience, contact VibePass customer service. There is no exchange fee. Exchanges are available only as an upgrade to a higher-priced experience, subject to availability. Any additional payment is handled during the exchange process.

Expired vouchers: Expired vouchers cannot be extended or refunded, except where required by applicable law.

Redeemed vouchers: Vouchers are redeemed in full; partial redemption is not available. If the services provided did not match the experience description, contact VibePass customer service with your order or voucher number and details of the issue.

Please check the expiry date and conditions on your voucher before making plans.

5. Problems With Your Purchase or Experience

Please contact us if:

  • You were charged more than once for the same purchase.

  • You have not received your voucher.

  • Your voucher details appear incorrect.

  • The experience was not provided or materially differed from its description.

Include your order or voucher number and a brief explanation. For payment issues, provide the transaction reference if available. Do not send your full card number, PIN, password or one-time verification code.

6. Contact Us

For cancellation, exchange or booking assistance:

Email: customerservice@vibepass.life
Company: SOPAGO KENYA Limited

Please include your order number or voucher number so we can identify your purchase.

7. Your Statutory Rights

Nothing in this policy excludes or limits any rights or remedies available to you under applicable consumer protection law.

Last updated: 1 Nov 2026