Refund Policy

Everything Wedivo sells is digital and reaches your account the moment a payment is confirmed — a plan, a bundle of credits, a feature, a premium design. There is nothing to ship and nothing to send back, so this policy is what we do instead of a returns process.

It covers purchases you make from Wedivo. It does not cover digital gifts sent to a couple by their guests: that money is collected by Xendit and paid out to the couple, never to us, and it is dealt with in the Digital gifts clause of our Terms of Service.

If a payment is taken and you got nothing for it — a technical failure, a double charge, a plan that never activated — tell us and we will refund it in full.

This has no time limit and applies however you paid. You do not need to argue the case: if our records show the money arrived and the purchase did not, that is enough.

Whether a change of mind can be refunded depends on where you paid from, because the two halves of our checkout have different sellers behind them. Your receipt says which one you used: an amount in US Dollars was a Paddle purchase, an amount in Rupiah was a Xendit one.

If you paid from outside Indonesia, you have 14 days from the purchase to ask for a full refund, provided nothing from it has been used — no credit it granted has been spent, and no feature or premium design it unlocked has been used. We check that against your account rather than asking you to prove it.

Those 14 days are our own offer, not a restatement of your legal rights. We set them at or above the statutory withdrawal period anywhere Paddle sells — 14 days across the EU, EEA and UK, shorter in several other countries — so that the answer does not depend on which one you are in. Where the law where you live gives you longer, or more, the law wins. The condition that nothing has been used is the same one the statutory right carries for digital content: it is lost once you have started using what you bought.

If you paid from Indonesia, a change of mind is not refundable, and that holds even where you have not used any of it. Everything is granted the instant the payment is confirmed — the credits are in your account to spend, the feature is switched on, the design is unlocked — so there is no unopened state to hand back, and Indonesian law provides no cooling-off period for digital content of this kind. What it does give you, and what we honour without argument, is a purchase that matches what was described — if it does not, that is the section above rather than this one.

Either way, please be sure a plan is the one you want before buying it. If you are not sure which one fits your wedding, ask us first: we would far rather answer that question than take money you did not mean to spend.

A purchase you have used — any credit spent, any feature or premium design used — is not refundable, because the work it paid for has already been performed. An AI-generated design or a set of prewedding images costs us to produce whether or not you go on to like it.

A plan granted by a voucher cost nothing, so there is nothing to refund. Vouchers themselves have no cash value and cannot be exchanged for money.

Nothing is charged for a checkout that expires or is left unpaid, so there is nothing to refund there either.

Email support@wedivo.id with the reference number shown on your receipt. It is the fastest way for us to find the payment, whether it was taken through Xendit or through Paddle.

We aim to reply within 3 business days. An approved refund goes back to the payment method it came from — we cannot send it anywhere else.

How long the money takes to appear after that is your bank's or card issuer's business, not ours; it is commonly a few working days and can be longer.

If you paid from outside Indonesia, Paddle.com Market Ltd was the merchant of record for that transaction and is the party that processes the refund. You can raise it with us or with Paddle directly, and Paddle's own buyer terms apply alongside this policy.

The money is returned in the currency you were charged. Because exchange rates move between the two dates, the amount your bank credits back in your own currency may not match what it originally debited, and any currency-conversion fee your bank charged is theirs — we never receive it and cannot refund it.

Any sales tax Paddle added at checkout is refunded with the rest.

As merchant of record, Paddle is the seller for those transactions and may decide a refund on its own terms — including where this policy would not have given you one. That is Paddle's call to make and we do not override it.

If something is wrong with a charge, please come to us before asking your bank to reverse it. A chargeback locks the payment while it is investigated, which makes it slower to put right than simply telling us — and we would rather fix the problem than dispute it.

Nothing in this policy limits any right you have under the consumer law of your own country that cannot be limited by agreement.