Legal

Refund Policy

How refunds, cancellations and replacements work for our plans, credits and printed goods.

Effective date: 13 April 2026

This Refund Policy explains how cancellations, refunds and replacements work when you buy a plan, credit pack or printed product from Managing Matrimony. It forms part of our Terms & Conditions.

Your consumer rights come first. Nothing in this policy excludes or limits the consumer guarantees under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). If a product or service does not match its description, is not fit for purpose, or is not of acceptable quality, you are entitled to a repair, replacement or refund as required by law, regardless of anything else on this page.

1. Plans (Lite, Manage, Elevate)

Our paid plans are one-time purchases tied to a single wedding project. They are not recurring subscriptions, and we do not automatically rebill you.

7-day cooling-off window. You may request a full refund within 7 days of purchase, provided you have not made substantial use of paid features (for example, sending digital Save the Dates or invitations, sending bulk SMS or email, or placing a printed-stationery order).
After substantial use. Once you have used paid features to send communications to guests or to place an order, the plan is generally non-refundable, because the value has been delivered and cannot be returned.
Upgrades. If you upgrade to a higher plan, we credit the amount you already paid toward the new plan price. Upgrades themselves are non-refundable once applied.
Downgrades. We do not refund the price difference if you decide you need a smaller plan after purchase.
Free tier. No refund applies because no payment was made.

2. SMS and email credit packs

SMS and email credit packs (for example, 100/250/500 SMS top-ups) are digital consumables. Credits are issued to your account immediately on successful payment.

Non-refundable once delivered. Because credits are a digital good that is consumed as you use the Services, packs are not refundable once purchased, except where required by the Australian Consumer Law.
Unused credits. Unused credits remain available for the life of your project. They are not transferable to another account or project and have no cash value.
Delivery failures by us. If credits are charged but not applied to your account due to a fault on our side, we will either apply the credits or issue a refund.

3. Printed stationery (invitations, Save the Dates, thank-you cards)

Printed stationery is custom-made to order. Orders are produced by our print partner after you approve your design and submit payment.

Cancellation before production. You can cancel and receive a full refund up until your order moves into production. After a print order is queued with our print partner, we cannot guarantee cancellation.
No change-of-mind refunds on personalised items. Once printing has started, we cannot refund you for change of mind (for example, changing your colour scheme, wording or quantity), as the goods are uniquely made for you.
Faulty, damaged or incorrect goods. If an item arrives damaged, is misprinted, does not match the approved proof, or is otherwise faulty, please contact us within 14 days of delivery with photos. We will arrange a reprint or refund in line with the Australian Consumer Law.
Approval responsibility. You are responsible for proof-reading designs before you approve them. We cannot refund typos, spelling errors or incorrect details that appeared in an approved proof.
Shipping. Delivery timeframes are estimates. If a parcel is lost in transit, we will investigate with the carrier and either reship or refund. If a parcel is returned to sender because the address you supplied was incorrect, we may charge a reshipping fee.

4. Coordination and planner services

Fees for human coordination services (including runsheet reviews offered with higher plans) are set out in the service brief at the time of booking. Refunds for these services are governed by the engagement terms provided at booking and by the Australian Consumer Law.

5. How to request a refund

Email hello@managingmatrimony.com.au with:

The email address on your account.
The order number or Stripe receipt for the purchase.
The reason for your request, and any supporting photos (for faulty printed items).

We aim to respond within 3 business days.

6. How refunds are paid

Approved refunds are returned to the original payment method via our payment processor (Stripe).
Refunds usually appear on your statement within 5 to 10 business days, depending on your bank or card issuer.
We do not offer cash refunds, store credit in lieu of a refund, or refunds to a different card or account.

7. Chargebacks

If you believe a charge is incorrect, please contact us first — we can almost always resolve the issue directly and faster than a chargeback. Initiating a chargeback without first contacting us may result in your account being suspended while we respond to the dispute.

8. Contact

Questions about this policy? hello@managingmatrimony.com.au.