How refunds work

Refunds are all or nothing

We refund a whole order or none of it. The only exception is cancelling an event ticket yourself, where the organiser's refund policy can give back part of the price.

• A refund removes the item from your library, or from the recipient's library for a gift

Who pays the payment provider's fee

When money goes back, the card or mobile money provider may keep a fee. Vwaza never pays it. Who does depends on why the refund happens.

• You pay it when you cancel, return an item or change your mind: it is taken off what you get back
• The creator, organiser or seller pays it when they cancel, do not deliver, or the item arrives damaged or not as described: you get the full amount back

Music, podcasts, films and series, digital books, early access

Purchases and rentals are final. If something is wrong, such as a file that will not play, contact Vwaza support and we can refund the whole order.

• The refunded item leaves your library

Beats and licences

Licences are final. If something is wrong, contact Vwaza support and we can refund the whole order.

• A refund cancels the licence

Merch, art and paperback books

Cancel from the order page before the seller ships it. Once it is delivered, ask for a return within 10 business days.

• You can cancel while the order is waiting for payment, paid or being prepared
• One-off art originals can be returned only if they arrive damaged or not as described
• Wait for return instructions before you send anything back

Event tickets

You can cancel a ticket yourself until the event starts. The organiser sets the refund policy, and you see it on the event page, above the pay button and before you confirm.

• Standard: a full refund until 48 hours before the start, part of the price until 24 hours before, nothing after
• Flexible: a full refund until 24 hours before the start, nothing after
• No refunds: cancelling gives nothing back
• Custom: the organiser sets their own steps, shown as one sentence on the event page
• The policy locks when the first ticket sells, so it cannot change after you buy
• If the organiser cancels the event, every ticket holder gets the full price back without asking, including for unclaimed gift tickets

Bought in the App Store or Google Play

Apple or Google handle refunds for purchases made through them. Ask them directly.

How long it takes

Refunds go back to the way you paid. Mobile money refunds usually arrive quickly. Card refunds take 5 to 10 business days.

How to ask for a refund

Start from the purchase itself.

• Event ticket: open your tickets, choose the ticket and select Cancel ticket
• Merch, art and paperbacks: open the order in Vwaza Store and cancel it, or request a return after delivery
• Anything else: contact Vwaza support with your order number. We refund the whole order or explain why we cannot