Marketplace, Gifts & Payments

Physical goods and seller identity

Physical goods are purchased from the seller named on the listing, unless Vybez expressly identifies itself as the seller. The seller must disclose trader or private-seller status, describe the goods accurately and show the total price, delivery or collection terms and applicable returns policy before purchase. Traders must provide their legal identity, geographical address and required contact information.

Stripe or SumUp may process card payments as identified at checkout. Their involvement is not a guarantee of authenticity, delivery or buyer protection. The merchant, payment recipient and any platform charge must be clear before payment. Never assume money is held in escrow unless the checkout expressly describes a real escrow arrangement.

Orders and delivery

Check item, quantity, condition, currency, delivery address, charges and seller details before confirming payment. Keep the order confirmation. A payment attempt or pending status is not proof that an order is paid; wait for the verified order result. Sellers must honour the agreed delivery terms and buyers must cooperate with reasonable delivery arrangements. Contact the seller promptly about a missing, damaged or misdescribed item and keep relevant evidence. Never send a second payment merely because a page was closed.

Physical-goods refunds and disputes

The seller is responsible for the sale and any legally required refund. A trader selling to a consumer must honour applicable consumer rights, including rights for goods that are faulty, not as described or unfit for purpose. Eligible distance purchases generally have a 14-day cancellation period from receipt, with legal exceptions such as genuinely personalised or certain unsealed hygiene goods. A seller must disclose applicable exceptions before purchase; “no refunds” cannot override the law.

For eligible cancellation, notify the trader within the legal period and return the goods within the further applicable return period, generally 14 days. Refund timing, standard delivery reimbursement and return-cost allocation follow the law and the seller’s lawful pre-contract disclosures. Faulty-goods remedies are separate from change-of-mind cancellation.

A genuinely private sale normally does not carry the same automatic change-of-mind cancellation right. The seller must nevertheless have title to the goods and must not misdescribe or fraudulently sell them. Any additional agreed returns promise remains binding.

If unresolved, email help@vybez.uk with the order reference, seller, issue, dates and requested remedy. Vybez can investigate platform activity and facilitate communication; this is not a promise of a platform-funded refund for every dispute. We remain responsible for our own legal obligations and errors. Card issuer and payment-provider dispute rights are unaffected; their eligibility rules and deadlines apply. Never recover the same loss twice. Refunds should return through the original payment channel where possible.

Digital gifts, tokens and tipping in iOS

Digital gifts, token packs, paid livestream benefits and other digital items purchased inside the iOS app must use Apple In-App Purchase under Vybez’s iOS payment policy. They must not be disguised as physical marketplace items or routed through Stripe, SumUp, Apple Pay or cryptocurrency to bypass that policy. The item, price and any recurring charge must be shown before purchase.

A gift is a digital animation or appreciation feature, not a purchase of a streamer’s time, a donation to a charity, a transferable cryptoasset or a promise of investment return. Purchased virtual currency must not expire merely because time has passed. Any lawful refund or account action must be handled consistently with applicable rights.

Apple allows a narrow exception for wholly optional person-to-person monetary gifts where the entire amount reaches the recipient and no digital content or service is associated with the gift. Vybez’s animated gifts and paid digital benefits do not rely on that exception. Apple’s commission depends on the applicable programme and transaction; these terms do not describe a universal 30% charge.

For an Apple-billed refund request, use reportaproblem.apple.com. For missing delivery, also contact help@vybez.uk with the order reference, never full card details. Statutory remedies remain available. Immediate digital supply affects cancellation rights only where the legally required express consent, acknowledgement and confirmation have been obtained.

Creator earnings and cash-out

Purchased tokens and creator earnings are distinct records. A displayed gift value is not automatically the cash amount payable to a creator. Before joining monetisation, creators must receive the applicable earnings formula, platform deductions, payout threshold, currency, identity and age requirements, settlement schedule, tax responsibilities and dispute rules. If these terms have not been disclosed and accepted, this document does not create a new payout scheme.

Eligible accrued earnings must be reconciled against verified transactions. Refunds, fraudulent activity or chargebacks may require a documented adjustment; users must receive an explanation and a route to contest it. Restrictions and holds must be proportionate, reviewed and not used to confiscate valid earnings arbitrarily. Payouts are not promised to be instant or automated. Creators remain responsible for taxes applicable to their income, subject to reporting or withholding duties imposed on the platform.

Prohibited transactions and purchase help

Do not trade prohibited goods, buy fake engagement, launder funds, charge others without permission or make misleading promises about income. Do not use wallet transfers to purchase iOS digital benefits. Selling outside the platform may remove platform order records, but never removes statutory rights.

For payment help, email help@vybez.uk with “Payment help”, the order reference, payment provider, date and a description of the issue. Never send your full card number, security code, banking password or wallet recovery phrase.