Buyer Protection & Refund Policy.

• Item not received — no delivery within the estimated window plus 7 days, and no valid tracking showing delivery.
• Not as described — materially different from the listing: wrong item, counterfeit, damaged, missing parts, wrong size/colour, or condition misrepresented.
• Seller cancels or cannot fulfil — full automatic refund.
• Cancelled or materially changed events — full automatic refund of tickets (see section 7).

• Payments made outside VISMARKS (bank transfer, cash, mobile money sent directly to a seller).
• Items delivered as described that you no longer want — except where change-of-mind returns or legal withdrawal rights apply (section 6).
• Damage caused after delivery, normal wear, or items altered by you.
• Customs duties and import taxes charged by your country.
• Digital goods, downloads and services already fully delivered or consumed.
• Claims opened after the protection window closed.

Go to Orders → the order → Report a problem. Choose the reason, describe it and add photos or video. The seller is notified immediately and can offer a refund, replacement or return label. Keep the conversation on the Platform — it is the evidence we use.

• You can open a dispute from the estimated delivery date until 30 days after delivery (or 60 days after payment if nothing was ever delivered).
• The seller has 3 business days to respond with a solution or evidence.
• If a dispute is unresolved after 7 days, VISMARKS refunds you automatically in full.
• If both sides disagree, VISMARKS reviews the evidence and makes a venue decision within 10 business days. Either side may still pursue legal remedies.
• Seller payouts for an order are held for about 7 days after delivery so that refunds can be paid from the order funds.

When an item is not as described, the seller pays return shipping (or lets you keep the item) and refunds in full. For change-of-mind returns the seller's stated policy applies and you normally pay return shipping. Items must be returned in the condition received, with tracking. Refunds are released when tracking shows the return delivered or 5 business days after the seller received it, whichever is first.

Sellers may offer change-of-mind returns and must honour what their listing states. If you are a consumer in the EU, UK or another country with a statutory withdrawal right, you may cancel most purchases within 14 days of delivery without giving a reason, excluding perishable, personalised, sealed-hygiene and digital items as allowed by law. Sellers must respect these rights regardless of their own policy.

• 24-hour cooling-off: any tip, ticket or first membership payment can be reversed from your orders page within 24 hours of payment, as long as the show or event has not started and the creator has not yet withdrawn the funds.
• Tips are gifts and are final after the cooling-off period.
• Tickets are refunded in full automatically if the event is cancelled, does not take place, or is materially changed (date, headline act or length). Otherwise they are non-refundable after cooling-off. Not attending is not grounds for refund.
• Memberships can be cancelled anytime; access runs to the end of the paid period and the current period is not refunded after cooling-off. If the creator closes the Stage or removes the promised perks, remaining days are refunded pro rata.
• Processor charges already incurred may be deducted from cooling-off reversals where the law allows; we show this before you confirm.

Seller Plan and Hosting add-on fees are billed in advance and are non-refundable once the period starts, except within 24 hours of the first payment if no paid feature was used, or where the law requires. Cancel anytime; the plan stays active until the period ends and does not renew.

Refunds go back to the original payment method through the same payment partner (Paystack, Flutterwave or others). Allow 5–10 business days for your bank or card issuer to show the credit. Where the original method cannot receive refunds, we will ask for an alternative account in your name. Refunds are made in the currency charged; exchange-rate differences are not compensated.

Please contact us before asking your bank for a chargeback — our dispute process is faster. If a chargeback is opened, the Platform dispute is paused while the card network decides. Chargebacks found to be unjustified may lead to account restrictions.

False claims, returning different items, or repeated patterns of disputes may lead to loss of Buyer Protection, account closure and reporting to payment partners or authorities. Sellers who repeatedly cause disputes face the measures in the Seller Agreement.