Applies to: all purchases through the Services — event tickets, class enrollments, and (when enabled) store items.
1. The short version
The Provider — the event Organizer, class Instructor, or Store Seller — sets and honors the refund policy for what you buy. SteppersLife does not set refund policies and does not hold your money. SteppersLife is a technology platform; the Provider is the merchant and seller of record.
2. Where to find a Provider's policy
Each Provider's refund and cancellation policy is shown on the listing and at checkout before you buy. Review it before purchasing.
A Provider may choose a "no refund / all sales final" policy, but only if it is clearly labeled as such on the listing and it still honors the mandatory-refund situations in Section 4 (for example, cancellation or a material failure to deliver the event or class). A refund policy must also be fair, comply with law and card-network rules, and state how, when, and where to request a refund.
3. How refunds are issued
3.1 Approved refunds are issued by the Provider from the Provider's connected payment account, back to your original payment method. SteppersLife does not issue refunds on the Provider's behalf and holds no funds to do so.
3.2 Processing time depends on the Provider and your bank/card issuer (commonly 5–10 business days after the Provider approves).
3.3 Once a refund is issued, the associated ticket or enrollment is void and cannot be used for entry or access.
4. Provider cancellations and material changes
4.1 If a Provider cancels an event or class, the Provider must offer a refund of the amount you paid to the Provider, consistent with the mandatory-refund situations described in Section 2 and applicable consumer-protection law.
4.2 If a Provider materially changes an event/class (date, time, location), your rights are governed by the Provider's policy and applicable consumer-protection law.
5. Requesting a refund
Contact the Provider first, using the contact information on your order confirmation. SteppersLife is not obligated to mediate, but may assist in its discretion. Nothing here limits your rights against the Provider or under law, or your rights to dispute a charge with your card issuer.
6. SteppersLife service fee
The SteppersLife service fee is generally non-refundable. The only exception is a refund that results from a SteppersLife platform fault — for example, a platform outage, a duplicate charge caused by the platform, or a pricing error caused by the platform. In a platform-fault refund, SteppersLife returns its service fee, including a prorated amount on a partial refund. Outside those cases, the service fee stays even when the purchase price is refunded by the Provider.
7. Chargebacks
Because the Provider is the merchant of record, card disputes are resolved against the Provider's account. Please try to resolve issues with the Provider before filing a chargeback.
8. Fraud and abuse
Refunds obtained through fraud or abuse may be reversed, and accounts may be suspended.
9. Changes
We may update this Policy; the version in effect at the time of your purchase governs that purchase.