Refund and Cancellation Policy

Please review names, dates, messages, email details, package selection, and uploaded files before payment. Personalised processing may begin automatically and immediately after successful payment verification.

If a captured payment can be verified before personalised processing starts, a cancellation request may be considered. Contact us as soon as possible; submitting a request does not itself cancel the order.

Once personalised processing has started, or the experience has been generated, published, delivered, emailed, or made available through a private link, the order is not eligible for cancellation or a change-of-mind refund.

A refund is not ordinarily available merely because the customer no longer wants the experience, dislikes a correctly delivered selected template, has used, copied, or recorded it, or supplied incorrect personalisation details.

These restrictions do not remove appropriate remedies for confirmed duplicate payments, genuine non-delivery, or a material defect that SurpriseVerse cannot reasonably correct.

If Razorpay records a payment as failed, cancelled, or uncaptured and SurpriseVerse did not receive the funds, SurpriseVerse cannot initiate a merchant refund. Your bank or payment provider normally controls any automatic reversal.

If money appears to have been debited, do not immediately attempt another payment. Contact us with the payment reference first so its actual status can be checked.

If two or more payments were successfully captured for the same intended order, SurpriseVerse will verify the transactions and refund the confirmed additional duplicate payment through the original payment method.

If money was captured but the order page, confirmation, or email was not shown, the existing payment must be reconciled first. Do not pay again.

When the captured payment can be matched, SurpriseVerse will create or recover the same paid order without requiring another payment. The Order ID and tracking information will be sent to the registered email, followed by the private page link, QR code, and final delivery information when the personalised experience is ready.

A temporary browser, checkout, network, or email failure is not automatically grounds for a refund when the paid experience can be recovered and delivered.

If payment was captured but SurpriseVerse cannot provide the purchased personalised service within a reasonable resolution period, an appropriate remedy will be offered. Depending on the circumstances, this may be fulfilment, correction, replacement, a partial refund, or a full refund.

If SurpriseVerse made an error or the delivered experience is materially inconsistent with the confirmed order or package, we will first try to correct or replace it under the included correction policy. If the issue cannot reasonably be corrected or the purchased service cannot be supplied, an appropriate refund will be assessed.

Mistakes caused by information or files submitted by the customer are not automatically refundable and will ordinarily be handled through the included correction allowance. Standard and Premium include one correction round.

Personalised processing or generation may make an order non-cancellable even before the private link is opened. Relevant delivery evidence may include payment and order records, processing state, publication timestamps, delivery-email records, and private-link access records.

If an exceptional refund is approved after publication, the corresponding hosted private experience may be suspended or disabled.

Approved refunds are initiated through Razorpay and returned to the original payment method. Refunds commonly require several working days, but the bank, payment network, and payment provider control the final reflection time, so an exact completion date cannot be guaranteed.

Orders involving fraud, prohibited content, abuse, or unlawful activity may be cancelled. Any refund decision will consider applicable law, verified payment status, delivery status, and work already performed.

Refunds are not issued automatically from a customer message alone. Support first verifies the Razorpay payment status and the relevant order, processing, publication, and delivery records.

If a refund is approved for an already published order, the hosted private experience will be suspended as part of the manual refund process.

Send your request to orders@surpriseverse.in with:

• Your name and registered email.
• Your Order ID, where available.
• Your Razorpay payment ID, where available.
• The reason for the request and any supporting details.