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 are buying access to a digital platform that is made available to you immediately upon payment confirmation. We want to be fair and transparent about when refunds are available and when they are not.
This Policy 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, and you acknowledge that your statutory right to cancel may be limited in respect of digital services that you have begun using.
If you have any questions about this Policy, please contact us at billing@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 used the Platform" as having performed any of the following actions after your payment:
If you paid for a package and none of the above has occurred within seven days, you are entitled to a full refund of your payment. 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 to pass verification 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, 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 package for more than 48 consecutive hours, you may request either:
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, 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 — we monitor for duplicate charges — but if you notice one before we do, please contact billing@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 purchasing.
Once you have actively used the Platform — as defined in Section 1.1 above — a refund is not available, even if you are within the seven-day window. This is because the service has been 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, views, or successful introductions. Dissatisfaction with the volume or quality of matches is not grounds for a refund. We are not responsible for the decisions other families make when reviewing your profile.
Deciding you no longer wish to use the Platform, finding a match through another means, or simply changing your mind about using 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 choice.
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 whatsoever for any remaining package period.
If your package expires and you do not renew, the expired period is not refundable. Renewing your package is your choice and your responsibility.
To request a refund, please contact us by email within the eligible period:
Email: billing@shadisunnah.com
Subject line: Refund Request — [the email address on your account]
Please include in your 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 — the same card that was charged. Depending on your bank, 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 — GBP, PKR, AED, or SAR — based on your location at the time of registration. Refunds are 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 payment and the date of 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 strongly encourage you to contact us before initiating a 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 involves for both parties.
For all billing and refund enquiries:
A faith guided matrimonial platform helping parents find like minded families for their children, in accordance with Islamic values.