User Refund Policy
Our goal is to provide amazing kids entertainment and we hope that every event you book through Yombu is amazing. But we also understand that sometimes things happen and outside circumstances, traffic or accidents can cause unforeseen issues that result in a less than ideal experience for our clients.
In the unlikely event that you are not satisfied with your booking, we have created a refund policy to address any issues that may arise.
As a reminder, Yombu is a marketplace that connects party planners with entertainers who accept the event in our entertainer app. As a user, you own the decision to book entertainment with us or not. Yombu provides information to our customers prior to their events, such as: Pricing, the entertainers name, their profile and ratings from previous clients. If you decide to book entertainment with us you are accepting our terms of service and are taking responsibility for the successful payment of the event.
Jump to any of the sections below by clicking on one of the links:
User Feedback
We work hard to improve our users experience by requesting feedback after every event. If an event that you book with Yombu does not meet your expectations, you can share your feedback by rating your entertainer post event in your customer account; and if you believe there was an error with your price or a more serious issue occurred during your event, you can report it to our Support team.
In some cases, your report could be covered by our user refund policy. And we want you to know what to expect when you report issues, in the next section are some examples of when you may be eligible to receive a full or partial refund of the price you paid.
When am I eligible to receive a full or partial refund?
Examples of when you may be eligible to receive a full or partial refund include:
1) An entertainer arrived late to your event.
2) We failed to notify you in advance of changes to the service.
3) Your entertainer didn’t deliver the service you booked or delivered it at a standard that wasn’t acceptable.
Examples of when you will not be eligible to receive a full or partial refund include, but are not limited to:
1) Your entertainer failed to arrive on time due to a mistake you made when booking with us, this can include providing an incorrect phone number or event address on the booking form.
2) Any complaints that involve discrimination of any kind towards the race, ethnicity gender or appearance of the entertainers.
Resolving Your Request
False Reports
The Yombu Guarantee
We offer a Yombu Guarantee to all of our clients. If you are unhappy with your event entertainment, we will refund you. However refunds over 20% are subject to an investigation by Yombu and a meeting with the entertainer involved.
When an entertainer receives a negative review we take the following actions:
2 - 3 Star review:
1) Contact the entertainer to get their description of events.
2) Immediately offer our clients a 20% refund on the party price.
1 Star review:
1) Temporarily deactivate the entertainers account while we investigate the event.
2) Meet with the entertainer to determine the reason behind the 1 star review.
3) Arrange a call with our clients to agree upon a fair refund amount.
*In cases where an entertainer disagrees with the refund amount requested by a client. We will ask both parties to attend a Zoom call mediated by Yombu's customer support to determine a fair refund amount that both parties are happy with. Where a resolution is not agreed upon in the meeting we reserve the right to make a final decision about the refund amount after considering both sides of the discussion.
Cancelations and Refunds
Cancelations and refunds can be made by customers in their Yombu account. Cancelations of events made more than 6 days prior to the event start time are refunded 100%.
For cancelations made less than 6 days prior to the event start time, there is a $75 fee. $50 of which is paid to the entertainer who reserved their time and $25 of which is paid to Yombu to cover administration fees.
For cancelations due to a family emergency, sickness or accidents, we refund in full. However, we may request proof of the incident.
Postponements and Date Changes
Postponements or date changes of events can also be made by customers in their Yombu account. Postponements or date changes made more than 6 days prior to the event start time are refunded 100%.
For postponements made less than 6 days prior to the event start time, there is a $50 fee. $25 of which is paid to the entertainer who reserved their time and $25 of which is paid to Yombu to cover administration fees.
*In the event of a postponement or date change, where an entertainer is not available for the date change, the booking will be canceled and the cancelation fee charged.
If you have any questions or concerns about our refund policy, please contact our customer support team using the details below. We will be happy to assist you
Email - oops@yombu.com
Phone - +1 646 921 1444 (During office hours)
