Refund & Cancellation Policy

Version 4 — see the end of this document for what changed since Version 3.

1. Scope

This policy covers Platform subscription fees — the tiered plans Couples, Vendors, or Planners may subscribe to for premium features. It does not cover payments for a Vendor's wedding services; those are governed by the individual Vendor's own cancellation terms, disclosed to you before booking, since that contract is between you and the Vendor directly (see our Terms of Service, Section 2).

2. Subscription cancellations

You can cancel a subscription at any time from your account's billing settings, which uses Stripe's billing portal. Cancellation takes effect at the end of the current billing period — you keep access to paid features until then, and we don't charge you again afterward. We do not currently offer a free trial for paid tiers unless one is explicitly advertised at signup, in which case its specific terms control.

3. Subscription refunds

We don't offer prorated refunds for the unused portion of a billing period, except where required by applicable law or at our discretion for a genuine service failure on our part. If a charge was made in error — a duplicate charge, a charge after you'd already canceled, or a charge that doesn't match the plan you selected — contact support and we'll investigate and refund it if warranted.

4. Vendor-service payments and disputes

Payment for a Vendor's services happens directly between you and that Vendor, off the Platform — we're not the merchant of record and never touch that payment, so we have no ability to reverse or refund it ourselves. If you have a dispute about it, start with your agreement with the Vendor directly. If you can't resolve it, you can open a support ticket describing the issue (you can link it to the specific contract, so our team has the full message history and details in front of them); our support team can help mediate in good faith, but any refund, chargeback, or dispute over the underlying charge is between you, the Vendor, and your own bank or card issuer.

5. Chargebacks on subscription fees

If you initiate a chargeback with your card issuer for a Platform subscription fee instead of contacting support first, we reserve the right to suspend your account while the dispute is resolved, consistent with our Terms of Service.

6. How to request a refund

Open a support ticket describing the charge in question, including the approximate date and amount. We aim to respond within a few business days.

What changed in Version 4: removed the AI-drafted/attorney-review notice that previously appeared at the end of this document.

What changed in Version 3: corrected Section 4 — we are never the merchant of record for a Vendor-service payment and don't hold or transfer it, so we can't reverse it ourselves (previous wording described a Stripe Connect payment-facilitation flow that was never actually implemented); added that a dispute can now be linked to its contract when you open a support ticket.

What changed in Version 2: clarified that there is no default free trial unless explicitly advertised, added a chargeback-specific section distinguishing subscription-fee disputes from Vendor-payment disputes, and noted the bad-faith-chargeback interaction with the Acceptable Use Policy.