Refund Policy

1. The short version

2. When we refund

We will normally issue a full refund where:

• You were charged more than once for the same purchase. We refund the duplicates without question.
• Payment succeeded but the purchase never activated — you were charged and the theme or add-on didn't appear on your account, and we can't activate it for you.
• The product is materially faulty — a defect prevents you from building or publishing your website, we can't resolve it within a reasonable time, and you haven't already published a live site with it.
• The purchase was unauthorised — someone used your payment method without permission and you report it to us promptly.
• You request it within 7 days and haven't meaningfully used it — no website published from the theme, and no message credits spent. This is a goodwill window, not a statutory right.

3. When we don't

We generally can't refund where:

• You've already published a live wedding website using the theme
• The subscription period has substantially elapsed
• You changed your mind about the design after using it — every theme has a free live preview before purchase, so please try it first
• Message credits have been spent, or have expired unused
• Your account was closed by us for breaching the Terms and Conditions
• The problem is caused by something outside our control — an incorrect guest phone number, a recipient who has blocked business messages, or your own internet connection
• The wedding was called off or postponed. We're genuinely sorry, and we'll do what we can to move your subscription to a new date instead — just ask

4. WhatsApp message credits

Credits are consumed the moment a message is submitted to WhatsApp for delivery, not when it's read. Because we're charged by Meta at that point, spent credits can't be returned.

• Unspent credits from a pack bought in the last 7 days can be refunded in full if none of the pack has been used
• Partly used packs are not refundable — we can't unbundle them
• Expired credits aren't refundable and don't carry over. Your expiry date is always shown on the Reminders screen and your add-ons page
• Messages that fail on our side — a platform fault rather than a bad number or a recipient block — are credited back to your balance

5. How to request one

Email cancellation@dreamwedds.com from the address on your account, or raise a support ticket under the Billing category. Include:

• The order or invoice number from your receipt
• What you bought and when
• Why you're asking for a refund

Please come to us before raising a chargeback with your bank. A chargeback freezes the transaction while it's investigated, which usually takes far longer than dealing with us directly, and we may suspend the account until it resolves.

6. How long it takes

• We'll acknowledge your request within 2 working days
• We'll review it and tell you whether it's accepted, with our reasoning either way
• Once a request is accepted, the refund is issued to your original payment method within 7–15 working days

We refund to the original payment method only. We can't send a refund to a different card, account or person.

7. Cancelling a subscription

You can stop using Dream Wedds whenever you like. Cancelling prevents future charges — it doesn't automatically refund the current period, which runs to its end date. Your website stays live until then.

To close your account entirely and remove your data, use the data deletion page.

8. Failed and duplicate payments

If a payment fails but your bank still shows a debit, it's almost always a temporary authorisation hold that clears by itself, usually within 5–7 working days. If it hasn't cleared after that, send us the transaction reference and we'll chase it with the gateway.

Genuine duplicate charges are refunded in full as soon as we've confirmed them.