A faith guided matrimonial platform helping parents find like minded families for their children, in accordance with Islamic values.
ShadiSunnah provides a digital service. When you purchase a Standard or Premium package, you gain immediate access to a digital platform which is made available to you upon payment confirmation. We want to be fair and transparent about when refunds are available and when they are not.
This Policy is written in accordance with Pakistani consumer protection principles and the general principles of fairness and good faith that govern commercial transactions in Pakistan. For users based in the United Kingdom, this Policy also complies with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
By making a payment, you expressly request that we begin providing the service immediately upon purchase. You acknowledge that because this is a digital service that becomes available to you the moment payment is confirmed, refund eligibility is limited in the circumstances described below.
If you have any questions about this Policy, please contact us at support@shadisunnah.com before making a purchase.
If you have paid for a Standard or Premium package and have not actively used the Platform within seven days of your payment date, you may request a full refund.
We define actively using the Platform as having performed any of the following actions after your payment was confirmed.
Browsing search results or viewing the full profile of any other family. Sending a connection request to another family. Accepting a connection request from another family. Sending or receiving any message within the Platform. Creating or submitting a new profile. Updating an existing profile with new information.
If you paid for a package and none of the above has occurred within seven days of payment, you are entitled to a full refund. We will not ask unnecessary questions.
If you paid for a Standard or Premium package and your identity verification was subsequently rejected, and you are genuinely unable to provide valid identity documentation through no fault of your own, you may request a full refund.
This does not apply where the verification failure was due to submission of fraudulent, altered, expired, or intentionally misleading documentation. In such cases no refund will be issued and the account will be permanently closed.
If a technical fault that is demonstrably on our side prevents you from accessing the features of your paid package for more than 48 consecutive hours, you may request either a pro rated refund for the days of access lost, or a free extension of your package period by the equivalent number of days.
We will assess these requests on a case by case basis. We will ask you to provide details of the issue you experienced including any error messages you received so that we can verify the fault and correct it.
If you have been charged more than once for the same package due to a technical error on our side, the duplicate charge will be identified and refunded in full as soon as it is confirmed. You do not need to request this as we monitor for duplicate charges, but if you notice one before we do please contact support@shadisunnah.com immediately.
We want to be equally clear about the circumstances in which refunds will not be issued. Please read this section carefully before making a purchase.
Once you have actively used the Platform as defined in Section 1.1 above, a refund is not available even if you are still within the seven day window. This is because the service has been accessed and consumed.
Except in the cases of documented technical failure or duplicate charges, refunds are not available more than seven days after the payment date.
ShadiSunnah provides a platform and a service. We do not and cannot guarantee any specific number of matches, connection requests, profile views, or successful introductions. Dissatisfaction with the volume or quality of matches you receive is not grounds for a refund. We are not responsible for the decisions other families make when they review your profile.
Deciding you no longer wish to use the Platform, finding a match through another means, or simply changing your mind about the service after your package is active are not grounds for a refund.
If you choose to delete your account before your package period has expired, the remaining package period is forfeited. No refund is available for unused days where the deletion was your own decision.
If your account has been suspended or permanently terminated because you violated our Terms and Conditions, Acceptable Use Policy, or any other Platform policy, you are not entitled to any refund for any remaining package period whatsoever.
If your package expires and you choose not to renew, the expired period is not refundable. Renewing your package is always your choice and your responsibility.
To request a refund, please contact us by email within the eligible period.
Email: support@shadisunnah.com
Subject line: Refund Request followed by the email address on your account
Please include the following in your email. The email address associated with your account. The date of your payment. The amount you were charged. The reason for your request. Your order reference or transaction ID if you have it, which can be found in your payment confirmation email.
We aim to respond to all refund requests within three working days. If your request is approved, the refund will be processed to the original payment method, meaning the same card that was charged. Depending on your bank or card provider, the funds will appear within five to ten working days of the refund being processed on our side.
Payments on ShadiSunnah are charged in your local currency based on your location at the time of registration. Pakistani users are charged in Pakistani Rupees. UK users are charged in Pounds Sterling. UAE users are charged in UAE Dirhams. Saudi users are charged in Saudi Riyals.
Refunds are always issued in the same currency as the original charge. We are not responsible for any foreign exchange differences that may arise between the date of your payment and the date of your refund.
If you contact your bank or card issuer to dispute a charge or initiate a chargeback without first contacting ShadiSunnah, please be aware of the following.
We will immediately receive notification of the dispute from Stripe, our payment processor. Your account will be suspended pending the outcome of the dispute investigation. We will provide your bank with documented evidence of your use of the Platform, your acceptance of these Terms and this Refund Policy, and the full details of the transaction.
If your bank finds in our favour and the chargeback is reversed, a chargeback processing fee may be applied to your account. If we determine that the chargeback was fraudulent or made in bad faith, your account will be permanently closed and we reserve the right to pursue recovery of the disputed amount plus any associated costs through the appropriate legal channels in Pakistan or the relevant jurisdiction.
We strongly encourage you to contact us directly before initiating any formal bank dispute. In our experience the vast majority of billing concerns can be resolved directly, quickly, and without the delays and complications that a formal chargeback process creates for both parties.
We understand that spending money on a matrimonial platform is a meaningful decision for a family, particularly in Pakistan where disposable income is a genuine consideration. We do not want any family to feel trapped or taken advantage of.
If you have a genuine concern about a charge and you are not sure whether you are entitled to a refund, please just contact us and explain your situation honestly. We will look at it fairly. We would rather resolve a concern directly and keep your trust than win a technical argument and lose it.
For all billing and refund enquiries, contact us through the following.
Email: support@shadisunnah.com
Support portal: www.shadisunnah.com/support
Response time: within three working days
We are here to help. Please reach out before escalating any billing concern.
A faith guided matrimonial platform helping parents find like minded families for their children, in accordance with Islamic values.