01Principles
We settle things by direct negotiation wherever we can. Most complaints are technical, or a payment that has not matched, and they are over in an exchange or two. Court is the last step, reached only after both sides have genuinely tried.
We are the seller, not a marketplace standing between you and somebody else. So we answer for the quality of our own service rather than passing you to a third party. The content inside an invitation is typed by the couple, and they answer for that.
02What this page covers
- An invitation that is broken, will not open, has lost content, or will not accept RSVPs.
- Money transferred but the invitation not opened, or an amount recorded that does not match.
- A refund request we declined that you believe deserved better.
- An account suspended or closed.
- Personal data handled in a way the privacy policy does not allow.
- Copyright complaints about a photo, a track or any content appearing on an invitation.
03How to file a complaint
Email [email protected] with Complaint at the start of the subject line. Write from the address your account is registered to — that is how we confirm you own the invitation without asking for documents.
Please include:
- The link to the invitation concerned.
- The transfer reference code, if money is involved.
- What happened: what you did, how the system responded, and when.
- Screenshots or the bank receipt.
- What you want: the fault fixed, a refund, or the account reopened.
The more specific you are, the faster it moves. “The invitation is broken” costs us both a few more emails; “this morning the RSVP button spun forever in Safari and never submitted” we can find straight away.
04The steps and the deadlines
| Step | What happens | Deadline |
|---|---|---|
| Step 1 — You file the complaint | By email, from your registered address, with everything listed in section 3. | Within 30 days of the incident |
| Step 2 — We acknowledge it | You receive an acknowledgement with a case number to quote. If anything is missing we ask for it in that same email. | 2 working days |
| Step 3 — We investigate and answer | We compare the system logs, the payment records and what you sent us, then reply in writing with how we propose to resolve it. | 7 working days, up to 15 for complicated cases |
| Step 4 — Negotiation | If our answer does not satisfy you, reply once more. The two of us work directly towards something acceptable. | Up to 30 days from your reply |
| Step 5 — The courts | If negotiation fails, the matter goes to a competent court under Vietnamese law. | Within the statutory limitation period |
Working days exclude Saturdays, Sundays and public holidays. If we miss one of these deadlines, you are entitled to move straight to the next step.
05When the wedding is days away
A fault that takes an invitation offline with less than 7 days to the wedding jumps ahead of every other case. Put the wedding date on the first line of your email. The five steps above govern compensation; getting the invitation running again starts the moment we hear from you.
06Copyright complaints
If you own a copyright and find your work used on an invitation without permission, send us proof of ownership, the link to the infringing content and your contact details. We verify it, take the content down and notify the invitation owner.
07Confidentiality of case files
What you tell us is used to resolve that case and is not shared outside it unless the law requires. Case files are retained so repeat complaints can be compared against them.
08Competent authority
A dispute that negotiation cannot settle is decided by a competent court of Vietnam under Vietnamese law. Court costs fall on the losing party as the judgment directs.
You are also free to raise the matter with the state consumer protection authority. That right does not depend on how negotiation with us turns out.
For ordinary questions that are not really complaints, the support centre is faster.