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Refunds and Cancellations

the-hyve Payment, Refund & Ticketing Policies

Last updated: 24 Oct 2026

1. General Payment Terms

  • Secure Processing: All transactions on the-hyve are securely processed through our integrated third-party payment provider (Stripe). the-hyve does not store full credit card numbers or bank account details on its own servers.
  • Platform Service Fee: To maintain our matching algorithm, safety features (SOS monitoring), and background verification services, the-hyve charges a standard 8% Platform Service Fee added to guest ticket purchases at checkout. All fees are clearly displayed prior to transaction confirmation.
  • Currency: All transactions are processed in the local currency of the event's location.

2. Guest Billing & Authorizations

  • RSVP Authorization & Payment Capture: When a Guest RSVPs or is matched to a paid event, a temporary authorization hold is placed on their default payment method (lasting up to 7 days). The card is officially charged when the Guest's spot is confirmed and finalized (typically 48 hours before the event start time, or immediately for last-minute bookings).
  • Waitlists: Joining a waitlist is free and does not charge your card. If a spot opens up before event day, the-hyve will send a link to complete the purchase. The spot is only secured once payment successfully goes through.

3. Ticket Transfers & Door Policy

  • Ticket Transfer Limits: Each ticket can be transferred exactly once using a single-use dynamic link generated from the app or confirmation email. Upon recipient acceptance, the original ticket QR code is permanently revoked and a new unique QR code is issued to the new holder.
  • Identification at Entry: For age-restricted events (e.g., 19+ events), guests must present a valid government-issued photo ID at the door matching the name on their ticket to gain entry.

4. Host Payouts

  • Escrow Protection: Funds collected from ticket sales and contributions are held securely in escrow by the-hyve to prevent fraud and protect guest satisfaction.
  • Payout Release: Funds are released to the Host's linked bank account 48 hours after the successful completion of the event, provided no major safety or misrepresentation disputes have been filed by guests.
  • Taxes: Hosts are solely responsible for reporting and paying any applicable local taxes related to their event earnings, as specified in our Terms and Conditions.

5. Cancellation & Refund Policy

  • Service Fee Rule: The 8% Platform Service Fee is non-refundable under all circumstances (including guest cancellations, host cancellations, or platform-initiated cancellations). Approved refunds apply strictly to the ticket price.
  • Processing Timeline: Approved refunds land back on the guest's original payment method within 5–10 business days.
  • Guest-Initiated Cancellations:
    • Up to 24 Hours Prior: Cancellations made at least 24 hours before the event's scheduled start time receive a 100% full refund of the ticket price.
    • Under 24 Hours: Cancellations made less than 24 hours before event start time are non-refundable to protect the Host's preparation and headcount budget. Exceptions may be evaluated for documented emergencies at the discretion of the-hyve Support.
  • Host-Initiated Cancellations & Rescheduling:
    • Cancellations: If a Host cancels an event at any time prior to start time, confirmed Guests automatically receive a 100% full refund of their ticket price. Hosts who cancel frequently face algorithmic penalties (lower Host candidate pool weighting) and risk losing "Fully Verified" hosting privileges.
    • Rescheduling: If an event is rescheduled, the ticket automatically moves to the new date. If the new date does not work for the guest, they can cancel for a 100% full refund of the ticket price.
  • Algorithm/Platform Initiated Cancellations: If an event is canceled by the-hyve Administrators due to safety violations, failed background checks, or community moderation actions, all guests receive an immediate 100% refund of the ticket price.

6. Dispute Resolution & Manual Refunds

  • 24-Hour Dispute Window: Guests have 24 hours following the official end time of an event to submit a formal dispute via the app's Help Center or Feedback form.
  • Valid Grounds for Dispute:
    • The event location was significantly misrepresented.
    • Promised key amenities (e.g., catered food, specific entertainment) were entirely missing.
    • The Host created an unsafe, hostile, or inappropriate environment (including triggering an SOS).
  • Admin Review & Payout Deductions: The the-hyve Safety & Moderation Team reviews all disputes. If an event is found to violate Community Guidelines or was severely misrepresented, Admins will issue a manual full or partial refund to affected guests, deducted directly from the Host's pending escrow payout.
  • Vibe Ratings: Low ratings alone do not guarantee a refund unless accompanied by specific, verifiable violations of platform terms. However, low ratings directly reduce the Host's ability to host future events.