Payment & Refund Policy

Payments made by guests through an Asoebi Assist guest portal are final, unless the event host approves a refund under the host's or event's refund terms. The host decides whether a guest receives a refund and how much; Asoebi Assist does not decide whether a guest is entitled to a host-approved refund.

The host issues an approved refund from their Host Portal, and the Asoebi Assist payment platform processes itthrough Stripe to the guest's original payment method and records it on the order. How quickly a refund appears depends on Stripe and the guest's bank. Refunds approved by the host are funded from the host's event funds and reduce the host's share.

For a duplicate charge, a payment-processing error, a payment the guest does not recognise, or another technical payment problem, guests may contact Asoebi Assist support directly.

Event hosts set their own package prices. Asoebi Assist is not responsible for the pricing decisions made by event hosts.

Guest payments are processed securely by Stripe, a PCI-compliant payment processor. Asoebi Assist does not store card numbers, bank account details, or any sensitive payment credentials.

Accepted payment methods are determined by Stripe and may vary by region. Guests are responsible for any currency conversion fees charged by their bank or card issuer.

Asoebi Assist charges a 5% platform feeon each guest payment; it is deducted before the remainder is transferred to the event host's Stripe account. Guests pay the advertised package prices and are not charged an additional processing fee; for events set up on or after 5 October 2026, Stripe's payment-processing fee is an expense of the host's event and is deducted from the host's share, not from the platform fee. The 5% platform fee is non-refundable once a guest payment has been successfully processed, including when the host later approves a full or partial refund, except where required by law or where the original charge resulted from an Asoebi Assist or payment-processing error that Asoebi Assist determines warrants reimbursement.

After the guest ordering period ends and the guest payments have finished processing, Asoebi Assist sends the host's share — guest payments less the 5% platform fee, any refunds and, where applicable, Stripe's processing fees — to the host's connected Stripe account. Arrival times depend on Stripe and the host's bank.

A payout may be paused while a guest payment is disputed, while Stripe requires the host's account to be verified, or while the payout needs review. If a refund is approved, or a payment is reversed, after the host has been paid, Asoebi Assist will contact the host about the resulting adjustment.

If a guest disputes a payment with their card issuer, Asoebi Assist handles the dispute process with Stripe. The host provides evidence (such as proof of the order, pickup or delivery) through the Host Portal and decides whether to contest or accept the dispute; the evidence is then submitted through Stripe. If no decision is made before the deadline, Stripe may respond automatically. Hosts are responsible for keeping accurate records of asoebi orders and delivery.

Because a dispute relates to the host's event and order, the host is responsiblefor the disputed amount and for Stripe's dispute fee and other dispute-related fees Stripe charges for that dispute (at the amounts Stripe actually charges), and the 5% platform fee is not refunded — except where the dispute resulted from an Asoebi Assist or payment-processing error attributable to Asoebi Assist, or where the law requires otherwise.

Before the host is paid:the payout is paused while the dispute is open, and where it can be done safely Asoebi Assist recovers the disputed amount and dispute fee from the host's event funds held in their Stripe account. If the dispute is won, the reinstated amount is returned to the host's event funds (and the dispute fee, if Stripe returns it). If the funds cannot safely be recovered, the payout stays paused and Asoebi Assist contacts the host.

After the host has been paid:if a dispute is lost, the host owes Asoebi Assist the disputed amount and the dispute-related fees. Asoebi Assist will notify the host and arrange repayment with them. Asoebi Assist does not automatically debit the host's bank account and does not deduct amounts owed from future payouts.

Guests cannot cancel an order through the platform; they should contact the event host. An unpaid order may be cancelled at the host's request. Once an order is paid, any refund is a host-approved refund as described above.

If a payment fails, no charge is made. The order is saved as unpaid, and the guest can complete payment from the guest portal or the emailed payment link until the host's ordering deadline.

Questions about a payment? Contact us at hello@asoebiassist.com