Refund Policy

1. How the Platform’s escrow model works

For all online purchases of Listings and Business Products, the Platform acts as a payment intermediary. When a Buyer completes a purchase:

1. The Buyer’s payment is captured and held securely by the Platform via our payment processor.
2. The Seller is notified of the purchase and is required to fulfil the order.
3. Once the Buyer confirms receipt of the item on the Platform, the funds are released to the Seller.
4. If the Buyer does not confirm receipt within the prescribed window, funds may be released automatically or held pending a Dispute, depending on the category of purchase.

The escrow model is designed to protect both parties. The Platform does not guarantee the quality, accuracy, or fitness for purpose of any item listed, nor does it accept liability for the conduct of Sellers or Buyers. The Platform’s role is limited to holding and releasing funds in accordance with this Policy.

2. Listings (peer-to-peer sales)

This section applies to all consumer-to-consumer purchases of Listings, including carnival costumes, event packages, and resale tickets.

2.1 When a refund will be issued

A refund will be issued to the Buyer for a Listing purchase in the following circumstances only:

• Non-delivery: the Seller fails to deliver the item, and the Buyer does not confirm receipt, before the relevant date (being the earlier of the event date associated with the item or 30 days after the purchase date).
• Wrong item: the Buyer receives an item that is materially different from the Listing description (for example, the wrong costume section, a different size, or a different event).
• Item not as described: the item received is in a condition materially worse than described in the Listing (for example, significant undisclosed damage) such that it cannot reasonably be used for its intended purpose.
• Fraudulent Listing: the Listing was fraudulent (for example, the Seller did not have the right to sell the item, or the item does not exist).
• Duplicate charge: the Buyer was charged more than once for the same purchase due to a Platform error.

2.2 When a refund will not be issued

The following circumstances do not entitle a Buyer to a refund:

• The Buyer changes their mind after purchase.
• The item arrived but the Buyer is dissatisfied with the quality for reasons consistent with the Listing description.
• The Buyer fails to collect an item arranged for collection, where the Seller made the item available as agreed.
• The item is not suitable for the Buyer’s specific requirements where those requirements were not disclosed to the Seller at the time of purchase.
• The event associated with the item is cancelled or changes in nature, unless the Listing was an Event Ticket.
• The Buyer confirms receipt on the Platform and subsequently raises a complaint about the condition of the item.
• The Buyer provides incorrect delivery information resulting in non-delivery.

2.3 Condition of items and seller responsibility

Sellers are responsible for accurately describing the condition of items in their Listings. The Platform does not inspect, verify, or guarantee the condition of any item. Buyers are encouraged to review Listing photos and descriptions carefully and to use the ‘Message Seller’ function to ask questions before purchasing.

Where a Dispute is raised on the grounds that an item was not as described, the Platform will assess the Listing description, photos, and any evidence provided by both parties before making a determination. The Platform’s determination is final subject to the appeals process.

3. Business Products

This section applies to products purchased from registered business accounts on the Platform, including costumes, apparel, and accessories.

3.1 When a refund will be issued

Refunds for Business Products will be issued in the following circumstances:

• Non-delivery: the business Seller fails to deliver the product within the stated delivery timeframe, or within 30 days of purchase where no timeframe is stated, and does not provide a satisfactory remedy.
• Wrong product: the Buyer receives a product materially different from what was ordered (including wrong variant, size, or colour where specified in the order).
• Damaged in transit: the product arrives in a condition that renders it unusable, and the damage is not disclosed in the Listing. The Buyer must provide photographic evidence of the damage within 48 hours of confirmed delivery.
• Order cancelled by business: the business Seller cancels a confirmed order before fulfilment.
• Product not as described: the product received is materially different from its description or images in the Listing.
• Duplicate charge: the Buyer was charged more than once for the same order due to a Platform or payment processing error.

3.2 When a refund will not be issued

Refunds for Business Products will not be issued in the following circumstances:

• The Buyer changes their mind after the order has been confirmed and the business Seller has begun processing it.
• The product is as described but does not meet the Buyer’s expectations for reasons not attributable to the Listing description.
• Sizing issues where the Buyer selected or confirmed the size and the product was produced accordingly.
• Delays caused by the Buyer providing incorrect delivery details.
• Minor cosmetic differences between product photos and the received item that do not affect the item’s core function or intended use.
• Customs charges, import duties, or taxes levied by the Buyer’s country on delivery.

3.3 Custom and made-to-order items

Where a Business Product is custom-made or produced to order (as stated in the Listing), the Buyer acknowledges that refunds will only be issued in cases of non-delivery, wrong specification (where the order confirmed specific requirements), or material defect. Change-of-mind refunds are not available for custom-made items once production has commenced.

Sellers offering custom items must clearly mark them as such in their Listing. Where a Listing is not clearly marked as custom or made-to-order, it will be treated as a standard product for the purposes of this Policy.

4. Event Tickets

This section applies to tickets purchased through the Platform’s event ticketing feature, where tickets are sold directly by a business event organiser.

4.1 Event cancellation

Where an event is cancelled in its entirety by the organiser, all ticket Buyers are entitled to a full refund of the ticket price paid. The Platform will:

1. Notify all affected ticket Buyers by email within one hour of the cancellation being confirmed on the Platform.
2. Initiate refunds automatically within 24 hours of the cancellation.
3. Process refunds to the original payment method used at the time of purchase.
4. Provide a reference number for each refund transaction.

Platform service fees charged to Buyers at the time of purchase are refundable on event cancellation. Platform commission charged to the organiser is subject to separate terms between the Platform and the organiser.

4.2 Event postponement

Where an event is postponed (rescheduled to a later date) by the organiser:

• Buyers will be notified of the new date by email within one hour of the postponement being confirmed on the Platform.
• Refund window: Buyers who cannot attend the new date will have 7 days from the postponement notification to request a full refund. Requests made after 7 days will not be accepted.
• Tickets remain valid: for Buyers who do not request a refund within the window, their existing tickets will remain valid for the new event date. QR codes will not be reissued unless the new event requires a different entry system.

4.3 Material changes to event details

Where an organiser makes a material change to an event’s key details after tickets have been sold, affected Buyers may be entitled to a refund. A “material change” includes:

• A change of venue to a location more than 15 kilometres from the originally advertised venue.
• A change of event date to a date more than 14 days different from the original date.
• A change that fundamentally alters the nature of the event (for example, changing from an outdoor fete to an indoor seated event).
• Cancellation of a headlining act or performer who was specifically advertised as a reason for purchasing.

Changes that do not constitute material changes (and therefore do not entitle Buyers to a refund) include minor schedule adjustments, changes to support acts, changes to the event venue layout, and changes to food or beverage offerings.

Where a material change occurs, Buyers will be notified and given 7 days to request a refund. The organiser is responsible for all refund amounts arising from material changes they initiate.

4.4 Partial refunds for event cancellations

Where an event is only partially delivered (for example, an event commences but is cut short by more than 50% of its advertised duration due to circumstances within the organiser’s control), the Platform may, at its discretion, facilitate a partial refund. The amount of any partial refund will be determined on a case-by-case basis by the Platform after receiving submissions from both the organiser and affected ticket Buyers. The Platform’s determination is final.

Circumstances outside the organiser’s reasonable control (including severe weather, government intervention, or public health emergencies) may reduce or eliminate refund entitlement for partial delivery. The Platform will assess these situations individually.

4.5 Force majeure and events outside the organiser’s control

Where an event is cancelled, postponed, or materially changed due to circumstances genuinely outside the organiser’s reasonable control (“force majeure”), including but not limited to natural disasters, government orders, civil unrest, or declared public health emergencies, the following applies:

• The organiser is not liable for losses suffered by ticket Buyers beyond the face value of the tickets purchased.
• Ticket Buyers are entitled to a refund of the ticket price paid, less any non-recoverable costs already incurred by the organiser, as determined by the Platform.
• The Platform will facilitate refunds to the extent that funds are available and recoverable from the organiser.
• The Platform accepts no liability for losses arising from force majeure events beyond its reasonable control.

4.6 Ticket transfer and resale instead of refund

Buyers who are unable to attend an event and do not otherwise qualify for a refund under this Policy are encouraged to use the Platform’s ticket transfer or resale features. A transferred or resold ticket is a valid alternative to a refund and does not create any refund entitlement under this Policy.

5. Platform Fees and Service Charges

5.1 Service fees on ticket purchases

A per-ticket service fee is charged to Buyers at the time of ticket purchase. This fee covers the Platform’s operational costs in facilitating the ticket transaction, including payment processing infrastructure and fraud prevention.

Service fees are refundable in the following circumstances:

• The event is cancelled by the organiser (full service fee refunded).
• A refund is issued as a result of a Platform error or duplicate charge.

Service fees are not refundable in any other circumstances, including where a Buyer requests a refund under the postponement or material change provisions.

5.2 Platform commission on sales

Platform commission charged to Sellers on completed sales is not refundable once a transaction has been confirmed, except where the transaction is reversed in its entirety due to fraud or Platform error. Commission deductions are stated clearly in a Seller’s earnings dashboard.

5.3 Payment processing fees

Third-party payment processing fees charged by our payment processor are subject to that processor’s own refund policy. Where the Platform issues a full refund, the Platform will absorb the processing fee rather than deducting it from the Buyer’s refund. Where the Platform issues a partial refund, processing fees may be proportionally retained.

6. How to Request a Refund

6.1 Step 1 — Open a Dispute on the Platform

In the first instance, all refund requests must be submitted through the Platform’s dispute system. To open a Dispute:

1. Sign in to your Tabanca account.
2. Navigate to your order or purchase history and locate the relevant transaction.
3. Select ‘File a Dispute’ on the order detail page.
4. Select the reason for your Dispute from the available options.
5. Provide a clear written description of the issue.
6. Attach supporting evidence (see the evidence requirements below).
7. Submit the Dispute.

You will receive an automated confirmation by email when your Dispute has been received. A Platform administrator will be assigned to your case within 1 Working Day.

6.2 Evidence requirements

The strength of your Dispute will depend on the evidence you are able to provide. The following types of evidence are accepted:

• Non-delivery: confirmation that the event date has passed, correspondence with the Seller, or screenshots of unanswered messages.
• Wrong item: clear photographs of the item received alongside the original Listing description and photos.
• Item not as described: photographs clearly showing the discrepancy, taken within 48 hours of receiving the item.
• Event cancellation: confirmation from the organiser or a credible public source (where the Platform has not already confirmed the cancellation).
• Duplicate charge: screenshots of the charges from your bank statement or payment app.
• Fraudulent transaction: any evidence of unauthorised account access or identity fraud.

The Platform may request additional information from you or the other party during the review process. Failure to provide requested information within 3 Working Days may result in the Dispute being resolved against the party that failed to respond.

6.3 Step 2 — Contact support (if the Dispute system is unavailable)

If you are unable to open a Dispute through the Platform (for example, due to a technical issue), you may contact the Platform directly at support@tabanca.store. Please include:

• Your registered email address.
• Your order or transaction reference number.
• A description of the issue and the refund you believe you are entitled to.
• Any supporting evidence as set out in the evidence requirements above.

6.4 Dispute resolution timeframes

The Platform will aim to resolve Disputes within the following timeframes:

• Straightforward Disputes (e.g. confirmed event cancellation, duplicate charge): 2–3 Working Days.
• Disputes requiring evidence from both parties: 5–7 Working Days from the date both parties have submitted their evidence.
• Complex Disputes (e.g. fraudulent Listing, contested condition): up to 14 Working Days.

These timeframes are targets and not guarantees. Where a Dispute involves third-party verification or investigation, it may take longer. The Platform will keep both parties informed of progress.

6.5 Dispute outcome

Following its review, the Platform will notify both parties of the outcome by email. Where a refund is determined to be due, the Platform will initiate the refund. Where a refund is not due, the Platform will explain the reasons for that determination.

If a Dispute is resolved in the Seller’s favour and the Buyer has already made a claim through their bank or payment provider (a “chargeback”), the Platform reserves the right to recover any amounts awarded from the Seller from future earnings.

7. Appeals

If you are dissatisfied with the outcome of a Dispute, you may submit a formal appeal to the Platform within 7 days of receiving the Dispute outcome notification. Appeals submitted after 7 days will not be accepted.

To submit an appeal, email support@tabanca.store with the subject line ‘Refund Appeal — [your order reference]’. Your appeal must:

1. State clearly why you believe the Dispute outcome was incorrect.
2. Identify any new evidence not previously submitted with your Dispute.
3. Confirm that you are submitting the appeal within the 7-day window.

Appeals are reviewed by a senior member of the Platform team who was not involved in the original Dispute determination. The Platform will respond to appeals within 7 Working Days.

The Platform’s appeal determination is final. Once an appeal has been determined, no further internal review is available. Nothing in this Policy limits your statutory rights under applicable consumer protection law.

8. Fraudulent Transactions and Unauthorised Payments

If you believe a payment was made from your account without your authorisation (for example, as a result of your account being compromised), you must:

1. Contact the Platform immediately at support@tabanca.store with the subject line ‘Unauthorised Payment — Urgent’.
2. Change your account password immediately.
3. Contact your bank or card issuer to report the unauthorised activity.

The Platform will investigate all reports of unauthorised payments promptly. Where the Platform confirms that a payment was made without the account holder’s knowledge or consent, a full refund will be processed. The Platform will cooperate with law enforcement and financial institutions in investigating fraud.

Users must keep their account credentials secure. The Platform is not liable for losses arising from unauthorised access where the account holder shared their login details or failed to maintain adequate password security.

9. Abuse of the Refund Policy

The Platform monitors refund and Dispute activity. Users who are found to be abusing this Policy — including by repeatedly filing fraudulent Disputes, making false claims about non-delivery or item condition, initiating unjustified chargebacks, or otherwise exploiting the refund process — may have their accounts suspended or permanently banned from the Platform.

The Platform reserves the right to recover from a user any amount refunded as a result of a fraudulent or bad-faith Dispute, including through civil proceedings where appropriate.

10. Platform Liability and Limitations

The Platform’s liability in connection with any transaction is limited to the amount paid by the Buyer for that transaction. The Platform is not liable for:

• Any loss of profit, loss of opportunity, or consequential loss arising from a failed transaction or dispute.
• The quality, fitness for purpose, or legality of any item sold through the Platform.
• The conduct of Buyers or Sellers, including failure to deliver, misrepresentation, or fraud.
• Delays in refund processing caused by third-party payment providers or financial institutions.
• Exchange rate fluctuations between the date of purchase and the date of refund.
• Technical failures outside the Platform’s reasonable control, including failures of payment processing infrastructure or internet connectivity.

Nothing in this Policy limits the Platform’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under applicable law.

11. Statutory Rights

Nothing in this Policy affects your statutory rights as a consumer under the laws of St. Kitts and Nevis or any other jurisdiction in which consumer protection legislation applies. In particular, if you are a consumer purchasing from a business Seller, you may have additional rights under applicable consumer protection laws that this Policy does not and cannot override.

If you are unsure about your legal rights, you are encouraged to seek independent legal advice or contact your local consumer protection authority.

12. Changes to this Policy

The Platform reserves the right to update or amend this Policy at any time. Where changes are material, the Platform will notify registered users by email at least 14 days before the changes take effect. Continued use of the Platform after the effective date of any change constitutes acceptance of the updated Policy.

The current version of this Policy, including its effective date, is always available at www.tabanca.store/refund-policy. Previous versions are available on request.

13. Contact Us

For all refund and Dispute enquiries, please use the Platform’s in-app Dispute system in the first instance. For queries that cannot be resolved through the in-app system:

• Email: support@tabanca.store
• Response time: within 2 Working Days for general enquiries.
• Urgent matters (fraud, security): please include ‘URGENT’ in the subject line — the Platform will aim to respond within 24 hours.
• Website: www.tabanca.store

This Policy was last reviewed and updated on 8 June 2026.