General Refund Policy

Introduction

At Nuptly (“Nuptly”, “we”, “our”, or “us”), we strive to provide a fair, transparent, and trusted experience for couples, vendors, contributors, and all users of our Platform.

This Refund Policy explains when refunds may be available, how refund requests are handled, and the responsibilities of Nuptly, couples, vendors, and registry contributors.

This Policy should be read together with our Terms of Service, Vendor Agreement, Privacy Policy, and any applicable booking or purchase terms.

 

Scope

This Refund Policy applies to:

• Nuptly subscription plans
• Vendor bookings made through the Platform
• Registry contributions and gift purchases
• Platform fees (where applicable)
• Payment disputes and chargebacks

 

Refund Overview

Transaction Type	Refund Eligibility
Nuptly Subscription	Limited circumstances only
Vendor Booking	Subject to the vendor’s cancellation policy and applicable law
Registry Contribution	Generally non-refundable once transferred to the couple
Duplicate Payment	Eligible for review and refund
Technical Billing Error	Eligible for review and refund
Fraud or Unauthorized Payment	Investigated and refunded where appropriate

Subscription Refunds

Subscription fees for Nuptly plans are generally non-refundable once payment has been successfully processed.

However, we may approve a refund where:

• You were charged multiple times for the same subscription.
• A technical or billing error resulted in an incorrect charge.
• We are unable to provide the subscribed service due solely to an issue caused by Nuptly.
• A refund is required under applicable law.

If your subscription renews automatically, you may cancel future renewals before your next billing date.

Cancelling a subscription does not automatically entitle you to a refund for the current billing period.

Vendor Booking Refunds

Nuptly is a marketplace that connects couples with independent vendors.

Each vendor is responsible for delivering their services and honoring the cancellation and refund terms communicated in their booking agreement.

Refund eligibility may depend on:

• The vendor’s cancellation policy.
• The stage of the booking.
• Whether services have already been provided.
• The reason for the cancellation.
• Applicable laws.

Where disputes arise, Nuptly may facilitate communication between the parties but does not guarantee that a refund will be issued.

 

Vendor Cancellations

If a vendor cancels a confirmed booking, the couple may be eligible for one or more of the following:

• A full refund.
• A partial refund.
• Rescheduling of the service.
• An alternative resolution agreed upon by both parties.

Repeated cancellations or failure to fulfill confirmed bookings may result in account review, suspension, or removal from the Platform.

 

Couple Cancellations

If a couple cancels a confirmed booking, any refund will be determined according to the vendor’s published cancellation policy.

Depending on the timing of the cancellation, the vendor may retain part or all of the payment where permitted by their stated terms and applicable law.

Nuptly is not responsible for refund decisions that are made in accordance with a vendor’s cancellation policy.

 

Registry Contributions and Gifts

Nuptly’s Registry allows family members, friends, and guests to celebrate couples by making monetary contributions or purchasing gifts through the Platform.

Pending Contributions

A registry contribution may be cancelled or refunded only while the payment remains pending or has not yet been successfully processed or transferred.

If a contributor believes an error has occurred, they should contact Nuptly Support immediately.

Completed Contributions

Once a registry contribution has been successfully transferred or made available to the couple, it is generally considered final and non-refundable.

This policy helps protect couples from unexpected reversals of gifts that have already been received or relied upon during their wedding planning.

Exceptions

Nuptly may approve a refund, at its sole discretion or where required by law, in limited circumstances, including:

• Duplicate payments.
• Unauthorized or fraudulent transactions.
• Payments processed because of a verified technical error on the Platform.
• Contributions made to the wrong registry due to a demonstrable system error.
• Other circumstances where a refund is required by applicable law.

Third-Party Gift Providers

Where a registry includes products or services supplied by third-party retailers or partners, refunds, returns, exchanges, cancellations, or replacements are governed by the policies of the applicable retailer or service provider.

Nuptly is not responsible for the fulfillment, quality, delivery, or return of products or services provided by third parties.

Failed or Unsuccessful Transfers

If a registry contribution cannot be successfully transferred because of a verified technical issue caused by Nuptly, we will investigate the issue promptly and, where appropriate:

• Complete the transfer.
• Reprocess the payment.
• Issue a refund to the original payment method.

Fraud Prevention

To protect contributors and couples, Nuptly reserves the right to delay, suspend, or decline registry transfers where we reasonably suspect fraud, unauthorized activity, payment disputes, or other security concerns.

 

Wedding Postponement or Cancellation

We understand that weddings may occasionally be postponed, rescheduled, or cancelled due to unforeseen circumstances.

Unless otherwise required by applicable law:

• Registry contributions that have already been successfully transferred or made available to the couple will generally remain the property of the couple.
• A wedding being postponed, rescheduled, or cancelled does not automatically entitle contributors to a refund of registry gifts or monetary contributions.
• Contributors are encouraged to make registry contributions only after carefully considering their decision.
• Where a contribution remains pending or has not yet been processed or transferred, the contributor may contact Nuptly Support to determine whether cancellation or reversal is possible.
• Couples may continue to use their registry if their wedding is postponed, unless they choose to close it.
• In exceptional circumstances involving fraud, duplicate transactions, technical errors, or where required by law, Nuptly may review refund requests on a case-by-case basis.

Nuptly acts solely as the platform facilitating registry contributions and is not responsible for how couples use gifts or contributions once they have been successfully transferred.

 

Platform Errors

If a payment issue occurs due solely to an error caused by Nuptly, including:

• Duplicate charges.
• Incorrect billing.
• Technical payment failures.
• Failed transactions where funds were successfully collected.

We will investigate the matter and, where appropriate, issue a refund or another suitable resolution.

 

Chargebacks and Payment Disputes

If a payment is disputed through a bank, card issuer, or payment provider, Nuptly may temporarily suspend the related transaction while the matter is investigated.

Users agree to cooperate by providing any information reasonably required to resolve the dispute.

Where a chargeback is determined to be fraudulent, abusive, or invalid, Nuptly reserves the right to recover any associated amounts and take appropriate action on the relevant account.

 

How to Request a Refund

To request a refund, please contact our Support Team and provide:

• Your full name.
• The email address associated with your account.
• Booking, subscription, registry, or transaction reference.
• A description of the issue.
• Any supporting documentation that may help us investigate your request.

Submitting a refund request does not guarantee approval.

 

Refund Processing

Where a refund is approved:

• Refunds will generally be issued using the original payment method.
• Processing times may vary depending on the payment provider or financial institution.
• Nuptly is not responsible for delays caused by banks or third-party payment providers after a refund has been processed.

 

Fraud Prevention

To protect our users and the integrity of the Platform, we may refuse or delay refund requests where we reasonably believe there has been:

• Fraud.
• Abuse of this Refund Policy.
• Misrepresentation.
• Unauthorized account activity.
• Repeated attempts to obtain refunds contrary to this Policy.

We reserve the right to investigate suspicious transactions before approving any refund.

 

Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our services, legal requirements, technology, or business practices.

When material changes are made, we will provide reasonable notice through the Platform or other appropriate communication channels.

The “Last Updated” date at the top of this Policy indicates when this Policy was most recently revised.

 

Contact Us

If you have any questions about this Refund Policy or would like to request a refund, please contact us via support@nuptly.com