Refund Policy

11. Refunds

11.1 How to request a refund

A Guest who wants a Gift refunded must email info@shagundirect.com within 48 hours of the payment, giving their name, the Couple's name, the amount and the date of the Gift. We will review the request within 2 working days.

11.2 When a refund is possible

A refund can only be made if the Gift has not yet been paid out to the Couple's bank account. Once a Gift has been paid out (see section 9), we cannot refund it. The Guest may contact the Couple directly.

11.3 What is refunded

If a refund is approved, the Gift amount is refunded to the Guest's original payment card. The platform fee, any Attachment fee and the payment processing fee are not refunded.

11.4 Full refunds

The Guest will receive a full refund of everything they paid, including all fees, where the payment was:

• a duplicate payment for the same Gift;
• the result of a technical error on the Platform (for example, the wrong amount was charged, or a paid Attachment was not delivered); or
• made fraudulently or without the cardholder's authorisation.

11.5 Couple's authorisation

Gifts are held in the Couple's Stripe account. The Couple authorises Shagun Direct to refund, from the Couple's Stripe balance, any Gift that qualifies for a refund under this section.

11.6 Your legal rights

Nothing in this section affects a consumer's legal rights.

12. Chargebacks and Payment Disputes

If a Guest disputes a payment with their bank or card issuer (a "chargeback"), the dispute is handled by Stripe under the Stripe Terms.

• Each Gift is paid into the Couple's own Stripe account. The Couple is responsible for chargebacks, including the disputed amount and any dispute fee charged by Stripe, even if the Gift has already been paid out.
• Shagun Direct is not responsible for chargebacks.
• Shagun Direct may, on request, give the Couple transaction records it holds (such as the Guest's name, the receipt and the time of payment) to help the Couple respond to a dispute.

13. Wishing Cards and Video Greetings

• Attachments are optional digital content, delivered to the Couple immediately after payment.
• By choosing an Attachment and pressing Pay, the Guest asks for immediate delivery and understands that the Attachment cannot be cancelled or refunded once delivered, except where it was faulty or not delivered (see section 11.4).
• Guests must only upload videos they have the right to share and which comply with section 15. Videos must not exceed 25MB.
• Video greetings are shared only with the Couple. They are stored for up to 60 days and then automatically deleted. Couples should download any videos they wish to keep within that period.