Refund Policy

1. Scope

Sandeesa provides digital services, including invitation design, account or studio access, hosted invitation pages, guest tools, and related customisation or support. The service is delivered electronically as described in the customer's order.

This policy applies to purchases made directly from Sandeesa. It operates alongside the terms disclosed for the relevant order and any consumer right or remedy that cannot be excluded or restricted under applicable Pakistani law.

2. Seven-day request period

A refund request may be submitted within seven (7) calendar days of the purchase date. Submitting a request within this period does not automatically guarantee a refund. The eligibility rules below will apply, together with the work completed, service delivered, purchase-specific terms, and applicable law.

3. Change-of-mind requests

A change-of-mind refund is eligible only when the invitation has not been published or shared with guests and substantial custom design or revision work has not begun.

Once an invitation has been published, shared with guests, or substantial custom design or revision work has begun, a change-of-mind refund is generally not available. Where custom work has already been performed, Sandeesa may instead provide a partial refund calculated with reference to the portion of the paid service that remains unperformed.

4. Event cancellation or postponement

Cancellation or postponement of the customer's event does not automatically create an entitlement to a cash refund. Where practical, Sandeesa may offer to reschedule the digital invitation service or provide account credit, taking into account the work already completed and the circumstances of the order.

5. Technical defects and failure to deliver

If a paid service has a material technical defect, the customer must first give Sandeesa a reasonable opportunity to investigate and correct the issue. If Sandeesa cannot deliver the paid service after that opportunity, Sandeesa will provide a full refund for an undelivered service or a proportionate refund for the affected, undelivered portion, as appropriate and subject to applicable law.

This section does not cover issues caused solely by unsupported customer devices, third-party services outside Sandeesa's reasonable control, inaccurate customer-supplied information, or a customer's failure to follow reasonable technical instructions. Any mandatory legal rights remain unaffected.

6. Fees and taxes

Payment-processing fees or taxes may be excluded from a refund only to the extent that the payment provider does not return those amounts to Sandeesa or applicable law otherwise requires or permits their retention. Sandeesa will not withhold a fee or tax amount where applicable law requires it to be refunded.

7. How to request a refund

Send a refund request to sandeesa.official@gmail.com. Include:

• the customer's name and the email address used for the order;
• the order or transaction reference;
• the payment date and amount;
• a clear explanation of the issue and the requested resolution; and
• relevant evidence, such as an order confirmation or screenshot with sensitive payment credentials concealed.

Do not send a full card number or card security code. We may request reasonable additional information to verify the purchaser and transaction. Sandeesa will normally communicate a decision within three to five (3–5) business days after receiving the information needed to review the request.

8. Approved refunds and access

Approved refunds are normally returned to the original payment method within five to ten (5–10) business days. A bank or payment provider may require additional processing time after Sandeesa has initiated the refund. If the original method cannot receive the refund, Sandeesa will explain any lawful alternative available.

Paid access connected with a refunded purchase may be terminated or downgraded once the refund is approved, including access to paid publishing, customisation, guest-management, or other subscription features. Any continuing access included in the agreed resolution will be confirmed in writing.

9. Future recurring subscriptions

If Sandeesa introduces recurring subscriptions, cancellation will stop future renewals. The current paid billing period will normally remain non-refundable, except for duplicate charges, a material service failure that Sandeesa cannot correct, or where a refund is required by applicable law. Any subscription-specific price, renewal period, and cancellation method will be disclosed before purchase.

10. Safepay and payment disputes

Where Safepay processes a payment, Safepay facilitates the transaction but Sandeesa is the merchant responsible for the digital service and the refund decision. Contact Sandeesa at sandeesa.official@gmail.com first so the order can be identified and reviewed. This does not prevent a customer from using any dispute or chargeback right available through a bank, payment provider, card network, or applicable law.

Nothing in this policy excludes, restricts, or replaces a customer right or remedy that cannot lawfully be excluded or restricted. If this policy conflicts with a mandatory rule of applicable Pakistani law, that mandatory rule will apply to the extent of the conflict.