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 3,000 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 duration of the Couple's active planning period. Premium remains active until the account is archived one month after the wedding date. 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 theaislecollectives@gmail.com within 14 days of the charge. We will either resolve the activation or refund the payment in full. 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.

• Free trial: Vendors whose accounts are activated on or before 30 September 2026 receive a 90-day free trial from the date the account is activated; accounts activated after that date receive a 30-day free trial. 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 at 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. 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 7 to 14 business days of payment confirmation.

Once a booking payment has reached the Vendor — whether paid to the Vendor directly or disbursed to the Vendor by the platform — the platform is not liable for that payment. From that point, any refund or cancellation is a matter to be resolved directly between the Couple and the Vendorunder that Vendor's own cancellation terms. The platform is not an arbitrator, insurer, or guarantor of any outcome. Where a dispute genuinely needs it, we will help facilitate communication between the parties and, while we still hold any undisbursed funds for the booking, may pause that disbursement pending a resolution (see section 3.5). Our involvement is a courtesy to help both sides reach a fair outcome, not an assumption of liability.

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 to 14 business days depending on the payment method used. If a dispute cannot be resolved directly, either party may escalate to us for review (see section 3.5).

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 to 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 through the platform's messaging system. If unresolved, either party may escalate to us at theaislecollectives@gmail.com for review.

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 Wedding Date Changes

If a Couple changes their wedding date and a booked Vendor cannot accommodate the new date, the Couple may cancel the booking. Refund eligibility in this situation is governed by the Vendor's own cancellation terms, not by the platform. The platform will facilitate communication between the parties and process any agreed refunds.

Vendors are expected to respond to date change requests within a reasonable timeframe. If a Vendor does not respond within 14 days of a date change notification, the Couple may escalate to us and we will attempt to facilitate a resolution.

3.4 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.

3.5 Platform Role in Booking Disputes

The platform's role in booking disputes is limited to facilitating communication, reviewing evidence, and issuing non-binding recommendations. Where the platform holds undisbursed funds relevant to a dispute, we may withhold disbursement until the dispute is resolved or release funds based on our assessment.

We are not an arbitrator, insurer, or guarantor of any outcome. Our recommendation is not legally binding. Either party retains the right to pursue the matter through the courts.

3.6 Force Majeure

If a wedding cannot take place due to circumstances beyond reasonable control (natural disasters, pandemics, government orders, civil unrest, or similar events), refund and rescheduling eligibility for booking payments is governed by each Vendor's own cancellation and rescheduling terms.

The platform will facilitate communication between the parties and process any agreed refunds, but is not liable for losses caused by force majeure events. The platform is not an insurance provider. Couples are encouraged to obtain appropriate wedding insurance to cover losses arising from unforeseen events.

4. How to Request a Refund

1. Email theaislecollectives@gmail.com with your account email, order reference, payment method used, 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:
   • Card payments: refunded through the PayHere system to the original card within 7 to 10 business days of approval. The time taken to appear on your statement depends on your card issuer.
   • Non-card payments: refunded manually to the original payment source within 10 to 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.
• The 2.5% service fee charged to Couples at checkout is non-refundable except in cases where the platform is at fault (such as a processing error).

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. Excessive chargebacks may result in the suspension of payment processing capabilities for the affected account.

7. Contact

Questions about this policy? Email theaislecollectives@gmail.com or visit our Contact page.