Terms of service

Last updated: 1 Nov 2026

1. About VibePass

VibePass is operated by SOPAGO KENYA Limited (“VibePass”, “we”, “us” or “our”).

Website: vibepass.life
Company registration number: PVT-6LUK7YPM
Registered address: P.O. Box 99118, Kilindini
Customer service email: customerservice@vibepass.life

These Terms & Conditions govern purchases of VibePass vouchers and use of our website.

In these Terms:

  • “Purchaser” means the person or organisation buying a voucher.

  • “Recipient” means the person receiving or using a voucher, including a gift recipient.

  • “Venue” means the hotel, restaurant, spa or other partner providing the experience.

  • “Experience” means the services described on the relevant product page and voucher.

SOPAGO KENYA Limited is the seller of vouchers purchased through VibePass. The relevant Venue provides the underlying experience. This distinction does not exclude any responsibility we have as the seller under applicable law.

2. Applicable Terms

Please read these Terms before placing an order.

Your purchase is subject to:

  • These Terms & Conditions.

  • The description and conditions of the selected experience disclosed before purchase.

  • Our Refunds & Cancellations Policy.

  • Any additional terms expressly agreed with you for that purchase.

Our Privacy Policy explains how we process personal data. Accepting these Terms does not, by itself, constitute consent to optional marketing or tracking.

Additional Venue conditions must be disclosed before purchase if they form part of your purchase contract. Conditions introduced afterwards cannot remove rights you already have.

The version of these Terms applicable when you purchase governs that purchase, unless a subsequent change is required by law or expressly agreed with you.

3. Purchaser Information and Gift Orders

You must have legal capacity to enter into the purchase contract. If you order on behalf of an organisation, you must have authority to do so.

You are responsible for providing accurate order, billing and delivery details, including any recipient email address and gift message.

If you purchase a voucher as a gift, please provide the Recipient with the voucher, its expiry date, booking instructions and applicable conditions.

Providing a Recipient’s details does not subscribe that person to marketing communications.

4. Experience Descriptions

The relevant product page describes what the experience includes and any applicable restrictions.

Please review details such as:

  • The number of participants.

  • Included services and any exclusions.

  • Location and booking requirements.

  • Availability restrictions or excluded dates.

  • Age, access or participation requirements.

  • Voucher validity.

Services or extras not included in the purchased experience must be arranged and paid for separately where applicable.

If a particular feature is essential to your purchase, please contact us before ordering if the description is unclear.

5. Ordering and Purchase Confirmation

Before submitting an order, review the selected experience, quantity, recipient details, currency and total price.

Payment must be authorised before a voucher can be issued.

If a payment fails or you do not receive your voucher, contact customer service with your order number or payment reference so we can investigate.

Do not send full card details, payment PINs, passwords or one-time verification codes to customer service.

6. Prices and Payment

The currency and total amount payable will be displayed before you complete your purchase. Any applicable taxes or additional charges must be disclosed before payment.

Prices offered in different currencies may be set independently and do not necessarily reflect a direct currency conversion.

Available payment methods are shown at checkout. Transactions are subject to authorisation by the relevant payment provider.

Your bank or payment provider may apply its own currency-conversion or transaction charges. These are separate from the amount charged by VibePass.

Changes to advertised prices do not retrospectively change the price of an accepted order.

For purchase documentation or billing enquiries, contact customer service and provide your order number.

7. Digital Voucher Delivery

Vouchers are supplied digitally as personalised PDF vouchers by email.

Please check the email address entered at checkout and your spam or junk folder if you have not received your voucher.

If delivery details are incorrect or a voucher is missing, contact customer service for assistance. We will need to verify the purchase before correcting delivery details or reissuing a voucher.

Keep your voucher and any redemption links or codes secure. Contact us promptly if you suspect unauthorised access or use.

8. Voucher Validity

VibePass vouchers are valid for 12 months. The expiry date must be stated on the voucher and the validity conditions disclosed before purchase.

The experience must be used within the voucher’s validity period. Making a reservation does not, by itself, extend that period.

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

An exchange or replacement does not automatically create a new validity period. Any applicable expiry date must be confirmed during that process.

9. Reservations and Availability

Purchasing a voucher does not automatically secure a reservation for a particular date or time.

Where a reservation is required, follow the booking instructions provided with the experience or voucher. A requested date is not confirmed until the Venue confirms it.

Availability may be limited, particularly during busy periods. Please arrange your reservation sufficiently early to use the voucher before expiry.

Tell the Venue about any relevant dietary, accessibility or participation requirements before confirming your booking. Do not assume that a special request has been accepted unless the Venue confirms it.

10. Cancelling or Changing a Reservation

To cancel or request a change to a reservation, contact the Venue using the booking details provided. Contact VibePass if you need assistance.

A reservation 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, the voucher will be treated as redeemed and cannot be used again.

Any replacement booking is subject to availability and the voucher’s remaining validity. Timely cancellation does not guarantee a particular alternative date or extend the expiry date.

Cancelling a reservation does not cancel the voucher purchase or create an entitlement to a refund.

11. Voucher Redemption

Follow the redemption instructions supplied with your voucher and present the information required to verify its validity.

A voucher must be valid, unexpired and not previously redeemed to be used.

Vouchers are redeemed in full. Partial redemption is not available. No residual voucher balance is created by using fewer than all of the included services.

Verification may be required before redemption can be completed. If verification fails or you believe a voucher has incorrectly been marked as redeemed, contact customer service so we can investigate.

A voucher is also treated as redeemed in the late-cancellation and no-show circumstances described in Section 10.

12. Cancelling a Voucher Purchase

Voucher purchases cannot be cancelled for a refund, except where a refund or other remedy is required by applicable law.

This commercial policy does not exclude statutory rights relating to matters such as non-delivery, misdescription, defective services or other circumstances in which the law provides a remedy.

13. Exchanges

To request an exchange, contact VibePass customer service.

  • Exchanges are available only as an upgrade to a higher-priced experience.

  • The replacement experience must be available.

  • There is no exchange fee.

  • The additional payment is handled during the exchange process.

An exchange is not complete until VibePass confirms it and any required additional payment has been received.

Expired vouchers cannot be exchanged. A voucher already redeemed, including one treated as redeemed because of late cancellation or non-attendance, cannot be used for another experience.

14. Unavailable or Cancelled Experiences

If your preferred date is unavailable, discuss alternative dates with the Venue.

If a Venue cancels a confirmed booking or can no longer provide the purchased experience, contact VibePass customer service. We will assist with rescheduling or identifying an available replacement experience.

Replacement experiences are subject to availability. Any additional payment and applicable conditions must be explained and agreed before the replacement is confirmed.

Under our commercial policy, the absence of a suitable replacement does not automatically create an entitlement to a refund. This does not affect any refund or other remedy required by applicable law.

Removing an experience from the website does not, by itself, cancel obligations relating to vouchers already sold.

15. Problems With an Experience

If an issue arises during your visit, notify the Venue as soon as reasonably possible so it has an opportunity to address it.

If the experience was not provided or differed from its description, contact VibePass customer service with:

  • Your order or voucher number.

  • The Venue and booking date.

  • A description of the issue.

  • Relevant supporting information, where available.

We will review the matter with the relevant parties and respond regarding the appropriate resolution.

Contacting the Venue first is intended to help resolve problems promptly; it does not remove your right to contact VibePass or exercise statutory remedies.

16. Website Use and Security

You must not use our website or voucher services to:

  • Submit fraudulent orders or use payment details without authorisation.

  • Impersonate another person.

  • Alter, duplicate or misuse vouchers or redemption records.

  • Attempt to redeem the same voucher more than once.

  • Introduce malicious software or interfere with website security.

  • Access systems or personal information without authorisation.

We may take proportionate steps to investigate suspected misuse and protect customers, Venues and our services. Such steps do not remove legitimate purchase rights or remedies.

If customer accounts are available, keep your login credentials confidential and notify us promptly of suspected unauthorised access.

17. Intellectual Property and Third-Party Links

Website content, including text, images, branding and designs, is protected by applicable intellectual property rights belonging to its respective owners or licensors.

You may use the website and your voucher for their intended purposes. Commercial reproduction or other use of protected content requires permission unless permitted by law.

Third-party websites linked from VibePass operate under their own terms and privacy notices. A link does not, by itself, mean that we endorse all content on that website.

18. Responsibility and Events Outside Our Control

Venues are responsible for delivering the experiences they provide. VibePass remains responsible for its own contractual obligations and any responsibilities imposed on it by law.

We do not guarantee uninterrupted website access. If an interruption affects an existing purchase or redemption, contact customer service for assistance.

Events outside reasonable control may affect availability or delivery. If an existing purchase is affected, we will communicate with you and assess the available resolution, subject to applicable law.

Nothing in these Terms excludes or limits liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any other liability that cannot lawfully be excluded or limited.

19. Complaints, Governing Law and Disputes

Please direct complaints to customerservice@vibepass.life, including your order or voucher number and the resolution you are seeking.

These Terms are governed by the laws of Kenya. This choice does not deprive consumers of mandatory protections under other laws that apply to their purchase.

Disputes may be brought before courts with jurisdiction under applicable law. Nothing in these Terms requires you to give up mandatory consumer rights concerning where or how a claim may be brought.

20. General Provisions

If a provision is found unlawful or unenforceable, the remaining provisions continue to apply to the extent permitted by law.

A delay in enforcing a provision does not, by itself, waive the right to enforce it later.

We may update these Terms for future purchases. Updated Terms will show their publication or effective date and will not retrospectively reduce rights under an existing purchase.