Refund policy

Return Policy

Thank you for choosing TRIBU EXPÉRIENTIEL. We strive to provide excellent service and satisfaction to our customers. Please read the following return policy carefully:

Shipping & Customs (U.S.)

  • All physical goods are shipped from Canada.
  • Orders containing physical goods shipped to the United States are delivered under Incoterm DAP (Delivered at Place).
  • The buyer is responsible for import duties, taxes, and customs clearance.
  • Virtual goods such as event tickets, memberships, and digital products are not subject to customs duties and taxes.
  • If a shipment is refused due to unpaid customs duties or import fees, any return shipping costs, brokerage fees, customs charges, or other costs incurred will be deducted from any applicable refund.

Merchandise and Physical Objects:

  • Full refund is available for merchandise or physical objects within 30 days of the purchase date.
  • The buyer is responsible for covering the shipping costs for returned items.
  • Alternatively, buyers may choose to return items in person at our location.
  • Returned items must be in their original condition and packaging to qualify for a refund.

Athlete Registration:

  • Registration for athletes is non-transferable.
  • Full refunds for athlete registration are available up to 7 days before the event date.

Experiences / Including Adventures, Hotel Stays and Multi-day Passes:

  • Experiences are fully transferable to another individual at any point.
  • Full refunds for experiences are available up to 30 days before the scheduled experience date.
  • Refund requests made within 30 days of the experience date will only be refunded 50% of the total cost.
  • Please note that refunds are subject to review and approval.

JACKALOPE Pass Deposit (Reservation):

  • The JACKALOPE Pass deposit ($35 CAD / $25 USD) is a refundable reservation deposit. It is not a purchase of the JACKALOPE Pass, and you are under no obligation to buy the Pass.
  • The JACKALOPE Pass is expected to launch in April 2027. We will notify you by email of the official launch date and of your refund deadline, which is 14 days after the launch date.
  • Your deposit is fully refundable, no questions asked, at any time up to the refund deadline. To request a refund, use your account on our website or email info@tribu.co.
  • If you activate your Pass, your deposit is applied to the early access rate of $135 CAD ($99 USD) for year one, leaving a balance of $100 CAD ($74 USD) payable at activation. The early access rate applies to year one only; subsequent years are priced at renewal.
  • The public price of the Pass is expected to be higher than the early access rate and may increase as venues are added to the network. Your early access rate for year one does not change.
  • If the JACKALOPE Pass does not launch, all deposits will be refunded in full.
  • Refunds are issued to the original payment method, in the currency and for the amount originally paid, within 15 days of your request.
  • Your deposit is linked to the customer account used to place it.
  • Participating venues and perk partners are independently operated third parties. The list of venues and perks may change before and after launch, and each venue's own rules, waivers, hours, age requirements and capacity limits apply.
  • Once activated, the JACKALOPE Pass is subject to the JACKALOPE Pass Terms and Conditions in effect at activation, which will be published before launch.

For all return inquiries or to initiate a return, please contact our customer service team at info@tribu.co. Please provide your order number and reason for return when reaching out. Our team will assist you promptly and ensure a smooth return process.