Introduction
This Refund & Cancellation Policy sets out the circumstances in which Mrs Khan's Matrimonial Services Limited (SC864954) will issue refunds and the process for cancelling membership. Your statutory rights as a consumer under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 are not affected by this policy.
1Your Right to Cancel (14-Day Cooling-Off Period)
If you are a consumer purchasing our services online, you have a statutory right to cancel within 14 calendar days of the date your membership is activated ("cooling-off period"), without giving any reason.
Exception: If you have explicitly requested that we begin providing services immediately (i.e., before the cooling-off period expires), you acknowledge that your right to a full refund is reduced proportionally to the services already delivered. If the service is fully delivered within the 14 days, no refund is due.
To exercise your cancellation right within the cooling-off period, you must notify us clearly in writing (by email to mrskhanmatrimonial@gmail.com) before the 14-day period expires.
2Refunds After the Cooling-Off Period
After the 14-day cooling-off period, membership fees are generally non-refundable. However, we may, at our sole discretion, issue a pro-rata partial refund in exceptional circumstances, including:
- Serious and documented failure of our service to deliver agreed features;
- Long-term illness or other significant personal circumstances (documentary evidence required);
- A material breach by us of our obligations under these Terms.
All discretionary refund requests must be submitted in writing to mrskhanmatrimonial@gmail.com within 30 days of the event giving rise to the request.
3Non-Refundable Items
The following are non-refundable under any circumstances:
- Any portion of a membership used before cancellation;
- Consultation fees, once the consultation has taken place;
- Fees paid in respect of a membership terminated by us due to breach of our policies;
- Administrative or processing fees.
4How Refunds Are Processed
Approved refunds will be processed within 14 business days of approval and returned to the original payment method. We do not issue refunds by cheque or cash unless the original payment method is no longer available.
Refund timelines may vary depending on your bank or payment provider.
5Cancellation Process
To cancel your membership:
- Email mrskhanmatrimonial@gmail.com with the subject line "Membership Cancellation — [Your Full Name]";
- Include your registered email address and the reason for cancellation;
- We will confirm receipt within 2 business days and process the cancellation within 5 business days.
Upon cancellation, your profile and personal data will be handled in accordance with our Privacy Policy.
6Disputes
If you are dissatisfied with our decision regarding a refund or cancellation request, you may raise a formal complaint under our Complaints Policy. You also have the right to refer payment disputes to your bank or card provider, and to seek alternative dispute resolution.