This Cancellation & Refund Policy (“Policy”) explains what happens to any amount paid by a Guest to join a wedding event listed on welcome2ourwedding.com (“welcome2ourwedding,” “we,” “us,” or “our”) if that wedding is cancelled or postponed due to unforeseen circumstances. It should be read together with our Terms and Conditions and Privacy Policy.
This Policy applies specifically to situations arising from unforeseen circumstances — such as a change in the Couple’s personal plans, a family emergency, illness, venue unavailability, or events outside anyone’s reasonable control (e.g., extreme weather, natural disaster, government restrictions) — that cause a wedding to be called off or rescheduled after a Guest has already paid to join.
1. Definitions
- “Couple” means the individuals whose wedding is listed and who receive payments from Guests, less applicable fees, in connection with their wedding.
- “Guest” means an individual who has paid an amount through the Services to join a Couple’s wedding.
- “Contribution” means the amount a Guest pays to join a wedding, which is passed on to the Couple after deduction of platform and transaction fees as described in Section 5.
- “Platform Credit” means a credit issued by welcome2ourwedding to a Guest’s account, redeemable toward joining another wedding listed on the Services, as described in Section 4.
2. If the Wedding Is Cancelled
If a Couple cancels their wedding outright — meaning the event will not take place on the original date or any rescheduled date — Guests who have already paid to join will not receive a cash refund. Instead, each affected Guest will receive Platform Credit equal to the amount of their Contribution (excluding non-recoverable transaction fees, as described in Section 5).
We will notify affected Guests by email as soon as reasonably possible after we are informed of the cancellation, and Platform Credit will typically be applied to the Guest’s account within 14 days of that notification.
3. If the Wedding Is Postponed
If a Couple postpones their wedding to a new confirmed date, Guests who have already paid to join will automatically be transferred to attend the wedding on the new date. No action is required for the transfer to take effect, and no additional payment will be requested solely because of the postponement.
If a Guest is unable to attend the wedding on the new date, the Guest may request a refund of their Contribution (less non-recoverable transaction fees, as described in Section 5) by contacting us within 14 days of the new date being announced, using the process in Section 6. Refund requests made after this window may not be eligible for a refund and may instead be issued as Platform Credit at our discretion.
If a new date has not yet been confirmed within 12 months of the original wedding date, the postponement will be treated as a cancellation for the purposes of this Policy, and Section 2 will apply.
4. Platform Credit Terms
- Platform Credit is issued to the Guest’s welcome2ourwedding account and is not paid out as cash.
- Platform Credit is valid for 24 months from the date it is issued and may be used toward joining any other wedding listed on the Services within that period.
- Platform Credit is non-transferable to another person and has no cash value except as redeemable through the Services.
- If Platform Credit is not used before it expires, it will lapse and no cash refund will be issued in its place.
- If the amount of a new Contribution is less than the Platform Credit applied, we do not refund the difference in cash; any remaining balance stays available as Platform Credit until it expires.
5. Fees and Deductions
Amounts paid by Guests may include payment-processing and transaction fees charged by third-party payment providers. These fees are generally non-recoverable once a payment has been processed, and may be deducted from any Platform Credit or refund issued under this Policy. We do not retain our own platform fee on amounts that are refunded or converted to Platform Credit under Sections 2 or 3, except where those fees have already been remitted to a third-party payment processor and cannot be recovered.
6. How to Request a Refund or Report a Cancellation/Postponement
To report a wedding cancellation or postponement, or to request a refund where eligible under Section 3, please contact us with the following information:
- The name of the Couple and the wedding event in question;
- The date you originally paid and the amount paid;
- Whether the wedding has been cancelled or postponed, and, if postponed, the new date (if known); and
- If requesting a refund rather than Platform Credit, confirmation that you are unable to attend the new date.
Send this information to care@welcometourwedding.com. We will acknowledge your request within a reasonable time and let you know the outcome, including the amount of any Platform Credit or refund and how it will be issued.
Approved refunds are returned to the original payment method where possible. Please note that, depending on your bank or payment provider, it may take up to 30–60 days for a refund to reflect in your account after it is issued on our end. We are not responsible for delays caused by banks or third-party payment providers, or for any additional fees they may charge.
7. Couples’ Responsibilities
Couples are responsible for notifying welcome2ourwedding as soon as possible if their wedding is cancelled or postponed, so that we can inform affected Guests and process Platform Credit or refunds under this Policy. Where a Couple has already received a Contribution from a Guest and that Contribution becomes eligible for Platform Credit or refund under this Policy, we may recover the corresponding amount from the Couple, including by offsetting it against any future amounts owed to the Couple through the Services.
8. Events Outside Anyone’s Control
Where a wedding is cancelled or postponed due to circumstances outside the reasonable control of the Couple or welcome2ourwedding (such as natural disasters, extreme weather, public health emergencies, or government orders), this Policy will still apply as set out in Sections 2 and 3. Neither the Couple nor welcome2ourwedding will be liable for any additional costs a Guest may have incurred separately, such as travel, accommodation, or leave arrangements made in connection with the wedding.
9. Disputes
If you disagree with the outcome of a refund or Platform Credit request, you may ask us to review the decision by replying to our response with additional information or evidence. If a dispute cannot be resolved informally, it will be handled in accordance with the dispute resolution and governing law provisions of our Terms and Conditions.
10. Changes to This Policy
We may update this Policy from time to time to reflect changes in our practices or for legal or operational reasons. Any changes will apply to payments made after the updated Policy takes effect; amounts already paid before an update will continue to be handled under the Policy in effect at the time of payment, unless the update is required by law or is more favorable to you.
11. Contact Us
If you have questions about this Policy or a specific wedding’s status, please contact us:
General inquiries: info@welcome2ourwedding.com
Refunds and account support: care@welcome2ourwedding.com