Cancellation, Postponement, and Refund Policy

Araya Nikah Social Enterprise Co., Ltd.
Policy version: 1.0
Effective date: 14 July 2026
Last updated: 14 July 2026

1. Scope of this policy

This policy applies to deposits, service fees, remaining balances, and costs relating to all services of Araya Nikah Social Enterprise Co., Ltd.

This policy should be read together with:

• Your quotation
• The Terms and Conditions of Service
• The Payment Policy
• Any service-specific agreement
• Any conditions of a venue or external service provider, if applicable

If a quotation states conditions specific to the customer’s service or date, those specific conditions apply, to the extent not contrary to law.

2. Principles for considering refunds

Once the company has accepted a booking and has begun reserving the date, assigning the team, preparing the process, carrying out work, or incurring costs, amounts already paid by the customer may not be refundable in full or in part.

The company will not forfeit payments automatically without considering the facts.

A decision on a refund, service credit, or postponement will consider:

• Work already carried out
• How much notice was given of the cancellation
• Team and resources already reserved
• Costs already paid or committed
• Costs that cannot be recovered
• Conditions of the venue and external service providers
• The portion of the service not yet carried out
• The reason for the cancellation or postponement
• Specific conditions in the quotation
• Applicable law

Nothing in this policy is intended to exclude any right that cannot be excluded by law.

3. Cancellation by the customer

The customer must notify cancellation in writing, by email or through a channel designated by the company.

The date on which the company receives a complete request is the date used to calculate the cancellation terms.

Notice given through a third party, a phone call with no written confirmation, or failing to respond to the company’s messages does not constitute a complete cancellation request.

On receiving a request, the company will review:

• Work already carried out
• Costs already paid
• Costs that cannot be cancelled
• Conditions of external service providers
• The portion of the service not yet delivered
• Options for postponement or issuing a service credit

Cancellation-terms table

4. Costs that may not be refundable

The following costs may not be refundable in whole or in part once the company has carried out work or incurred a commitment:

• Consultation and case-management fees
• Document preparation or coordination fees
• Translation or document-certification fees
• Fees charged by external authorities
• Bank, PayPal, card, or payment-provider fees
• Venue, hotel, function-room, or accommodation costs
• Food, beverage, or items prepared according to guest count
• Decoration, flowers, equipment, or custom-made items
• Photographer, videographer, makeup artist, interpreter, or other external personnel
• Team travel and accommodation costs
• Costs of resources reserved as stated in the quotation
• Work or services already delivered, in whole or in part

The non-refundable amount will be assessed based on the work, cost, and commitments actually incurred — it does not mean every item is automatically deducted in every case.

5. Postponement

A postponement request does not automatically confirm a new date.

The company will consider:

• The company’s own availability
• The availability of authorities and external service providers
• Venue availability
• The age and completeness of documents
• The price and cost on the new date
• Costs arising from cancelling the original date
• The impact on the customer’s process

A new date is confirmed only once the company has accepted it in writing.

Postponement conditions

• At least 30 days’ notice is required
• Postponement may be requested no more than 2 times
• The new date must be used within 12 months of the original service date
• Credit or funds carried over to the new date may not be transferred to another person unless approved by the company
• If the price on the new date is higher, the customer must pay the difference
• Costs already lost from the original date may need to be paid again
• If documents have expired, the customer is responsible for the cost of preparing new documents

Amounts already paid may be applied to the new date in whole or in part, depending on the work already carried out and any non-recoverable costs.

6. Incomplete documents, lateness, and no-shows

The customer is responsible for providing complete, accurate, current, and genuine information and documents within the required time.

If the customer:

• Submits incomplete or late documents
• Provides inaccurate information
• Conceals marital status or other material information
• Submits expired documents
• Submits documents that cannot be verified
• Fails to follow the notified process
• Fails to meet the requirements of a relevant authority

the company may need to suspend, postpone, or cancel the service.

Costs for work already carried out, resources already reserved, and amounts already paid to third parties may not be refundable.

Detailed document review and case-specific document lists begin only after the customer confirms use of the service, following the company’s process.

The customer must arrive at the time notified by the company or the relevant authority. If the customer is late, the following may result:

• Reduced service time
• Officials, the imam, or service providers being unable to wait
• The need to postpone or re-book a slot
• Additional costs
• Inability to carry out the ceremony or steps that day

If the customer does not attend without prior notice, or gives notice after the appointed time, this will generally be treated as a cancellation on the day of service.

7. Decisions of external authorities

The company is a private company providing information, preparation, education, process-design, and coordination services within the agreed scope.

The company cannot control or guarantee:

• Approval by religious authorities
• Decisions of government authorities
• Processing times of a ministry of foreign affairs
• Approval or certification by an embassy
• Acceptance of documents abroad
• Decisions of a mosque or an imam
• Civil marriage registration
• Visa or immigration approval
• The operations of banks or payment service providers
• The service delivery of a venue, hotel, or other external service provider

If an external authority does not approve, or changes its requirements, the company will consider options based on the facts, such as:

• Correcting information or documents
• Changing the schedule
• Changing the scope of service
• Issuing a service credit
• Refunding only the portion not yet carried out and with no committed costs, where appropriate

Non-approval by an external authority does not automatically mean the company failed to provide the service, where the company has correctly carried out the work within the agreed scope.

The above does not cover errors caused by the company’s own act or omission.

8. Suspension or cancellation of service by the company

The company may suspend, postpone, refuse, or cancel a service if it finds that:

• The customer has not paid as scheduled
• Information or documents are incomplete or unreliable
• False information has been given or material information concealed
• Identity, consent, marital status, wali, or witnesses cannot be verified
• The request relates to a concealed (“secret”) nikah, coercion, or an attempt to bypass the process
• There is a legal, religious, safety, or dignity-related risk
• There is a risk of documents being misused
• The customer or a related person threatens the team or a service provider
• An external authority does not permit the matter to proceed
• Continuing could cause harm to the couple, their families, women, children, or a disadvantaged person

Suspension or cancellation on grounds of safety, consent, documentation, or the integrity of the process will be reviewed by an authorised person within the company.

The company will provide reasons and its approach to costs in writing, to the extent this can be disclosed without compromising safety, privacy, or the rights of others.

If the cancellation results from the customer’s breach of conditions or false information, costs already incurred may not be refundable.

If the company is unable to deliver the agreed service for reasons not caused by the customer, an external authority, or force majeure, the company will consider suitable options, such as:

• Postponement
• Arranging a substitute service
• Changing the scope of service with consent
• Issuing a service credit
• Refunding the portion the company is unable to deliver

In the case of force majeure, the company will consider postponement, a service credit, a change in the form of service, or a refund limited to the portion not yet carried out, after deducting costs already incurred and not recoverable.

9. Process and timeframes for consideration

The customer must submit a request for cancellation, postponement, or refund in writing to:

Email: arayawedding@gmail.com

The request must state:

• Full name
• Quotation number
• Service name
• Service date
• Type of request
• Reason
• Supporting evidence, if any
• Name of the payer
• Original payment channel

The company may request further information before making a decision.

The company will:

• Acknowledge receipt of the request within 3 business days
• Notify the outcome of its review within 14 business days of receiving complete information
• Process any refund within 30 business days of the request being approved

Submitting a request does not mean the request has been approved.

If a refund request is approved, the company will refund it to the original channel or original payer, where this can be done.

The company may request proof of identity or account ownership to prevent fraud and refunds to the wrong person.

The refunded amount may be reduced by:

• The cost of work already carried out
• Costs that cannot be recovered
• Cancellation fees as notified
• Bank or payment-provider fees
• Costs of external service providers

The time it takes for funds to appear in the customer’s account depends on the bank, PayPal, the card company, or the financial service provider, which is outside the company’s direct control.

10. Contact and updates to this policy

If a customer believes there is an error relating to payment, cancellation, or a refund, please contact the company first so it can investigate and propose a resolution.

If a dispute arises through a bank, PayPal, a card company, or a payment service provider, the company may submit relevant documents to clarify the facts, such as the quotation, evidence of acceptance, correspondence, evidence of costs, and evidence of work carried out, in accordance with applicable law and the Privacy Policy.

This policy does not exclude any right or process available to the customer or the company under law or under a payment service provider’s terms.

The company may update this policy in response to changes in law, its operations, external authorities, or payment systems.

The policy applicable to each booking is the version stated in the quotation or the document the customer accepted, unless the law requires otherwise.