Refund & Cancellation Policy

This policy explains when and how refunds are issued for payments made through The Aisle Collectives. It forms part of our Terms & Conditions. Where the wording below conflicts with the Terms, the Terms take precedence.

1. Couple Premium Upgrade (LKR 2,999 One-Time)

The Couple Premium upgrade is a one-time payment that unlocks the full Premium feature set — unlimited saved vendors, unlimited vendor messaging, full guest list, seating planner, advanced budget, and PDF exports — for the lifetime of the Couple account. This payment is processed through PayHere.

The Premium upgrade fee is non-refundable once paid. The 7-day free Premium trial (available from within your account and requiring no payment details) serves as the evaluation period for the full Premium feature set. We encourage Couples to use the trial to confirm that Premium meets their needs before purchasing.

Exception — failed activation: if a Premium payment is successfully charged but Premium features do not activate on your account due to a platform error on our side, contact billing@theaislecollective.lk within 14 days of the charge. We will either resolve the activation or refund the payment in full. If the original payment was made via PayHere, card payment refunds will be processed through the PayHere system; for non-card PayHere payments, refunds will be processed manually to the original payment source.

2. Vendor Subscription (LKR 5,000 per month)

Vendor subscription fees are processed through PayHere.

• 30-day free trial: new Vendors receive a 30-day free trial from the date the account is activated. During the trial the listing is live and the Vendor can receive enquiries. No charge is taken until the trial ends and the first monthly billing cycle begins.
• Cancellation: you can cancel your subscription any time from your vendor dashboard. Cancellation takes effect at the end of the current billing period — you will not be charged again but will retain access until the period ends. For subscriptions billed through PayHere, the recurring billing mandate will be cancelled automatically when you cancel from the dashboard.
• Partial months: subscription fees are not pro-rated. We do not refund unused days in the current billing period on cancellation.
• Duplicate charges: if you are accidentally charged twice for the same month, contact us and we will refund the duplicate within 7 business days. For card payments, the refund is processed through PayHere to the original card. For non-card payments, refunds are processed manually to the original payment source.

3. Vendor Booking Payments

Booking payments (deposits, milestones, and balances) are collected by the platform through PayHereand held in a designated merchant account. The Vendor's share — the booking amount minus the 2.5% platform commission — is disbursed to the Vendor's registered bank account within 5–7 business days of payment confirmation.

Refund eligibility for booking payments depends on the Vendor's cancellation terms and the circumstances of the cancellation. If a refund is approved, the platform will process it to the Couple's original payment method via PayHere. Refund processing times are typically 7–14 business days depending on the payment method used (card refunds via PayHere, or manual bank transfer for non-card payments). If a dispute cannot be resolved directly, either party may escalate to us for mediation.

3.1 Cancellation by the Couple

Refund eligibility depends on the individual Vendor's cancellation terms, which are shown on the Vendor's listing and confirmed at the point of booking. Common structures include:

• More than 90 days before the event: often fully refundable, minus a small administrative fee.
• 30–90 days before the event: partial refund of the deposit is typical.
• Less than 30 days before the event: deposits and milestone payments are usually non-refundable.

The Couple should review the Vendor's specific terms before booking. Refund requests should first be raised directly with the Vendor. If unresolved, either party may escalate to us at support@theaislecollective.lk for mediation.

3.2 Cancellation by the Vendor

If a Vendor cancels a confirmed booking and is unable to offer a suitable replacement date, the Couple is entitled to a full refund of amounts already paid for that booking. The platform will process the refund from funds held or recover the amount from the Vendor's future payouts. We may take action against the Vendor's account (including suspension) if the Vendor does not cooperate with the refund process.

3.3 Service Not Delivered

If a Vendor fails to deliver the booked service on the event day, the Couple may open a dispute with us within 14 days of the event. We will review evidence from both parties in good faith and facilitate a resolution, which may include directing the Vendor to issue a full or partial refund, or taking account-level action.

4. How to Request a Refund

1. Email billing@theaislecollective.lk with your account email, order reference, payment method used (PayHere), and reason for the request.
2. We will acknowledge your request within 2 business days.
3. Approved refunds are processed to the original payment method:
   • PayHere card payments: refunded through the PayHere system to the original card within 7–10 business days of approval. The time taken to appear on your statement depends on your card issuer.
   • PayHere non-card payments: refunded manually to the original payment source within 10–14 business days of approval.

5. Non-Refundable Items

• Couple Premium upgrade fees once paid (see section 1). The 7-day free trial is the evaluation period.
• Vendor subscription months already served or currently in progress.
• Booking payments explicitly marked non-refundable in a Vendor's terms.

6. Chargebacks

If you intend to dispute a charge, please contact us first — we can almost always resolve issues faster than a bank chargeback. Chargebacks filed without first raising the issue with us may result in account suspension pending investigation. Please note that excessive chargebacks may result in the suspension of payment processing capabilities for the affected account.

7. Contact

Questions about this policy? Email billing@theaislecollective.lk or visit our Contact page.