Business details and policy decisions are awaiting owner confirmation. Marked placeholders must be completed before publication or PayHere review.
Before you request a change
Surprises involve scheduled preparation and sometimes personalised or perishable items. Contact us promptly with your order reference. Cancellation eligibility, any deductions and available alternatives depend on what has been agreed and what preparation or supplier commitments have already occurred. Business-specific windows are awaiting approval: [CANCELLATION NOTICE PERIOD] and [REFUND REQUEST PERIOD].
Cancellation and rescheduling
Ask support to cancel or change the date, time or location. We will check availability and explain any preparation costs, supplier commitments or revised location charges before you agree. A change is confirmed only when acknowledged by our team. A request alone does not reserve a new slot.
Preparation and custom items
Once bespoke preparation begins, personalised products or committed third-party services may not be reusable. These costs may affect refund eligibility. Cakes, flowers and other perishable goods cannot generally be returned for a change of mind after preparation or delivery. This does not remove remedies for incorrect, damaged or missing items or a service we fail to provide.
Completed services
A properly completed surprise service cannot be reversed simply because plans change afterwards. If you believe the service did not match what was agreed, contact us with details so we can assess an appropriate remedy. Do not return perishable or personalised items without instructions.
Our fulfilment failures
If Surprisewala cannot fulfil the agreed arrangement or supplies incorrect, damaged or missing items, we will investigate and discuss an appropriate remedy, which may include replacement, rescheduling, a partial refund or a refund for the unfulfilled portion. Your mandatory rights remain available.
Incorrect details or unavailable recipients
Wrong locations or contact details, restricted access and recipient unavailability can prevent fulfilment. Contact us quickly. Rescheduling, redelivery and refund eligibility depend on recoverable items, work already performed and agreed costs. Additional charges must be explained before a further attempt is agreed.
Partial refunds and deductions
Where part of a service has been delivered or non-recoverable preparation has been incurred, a partial refund may be appropriate. We will explain the basis and relevant costs. Refund exclusions and deductions require owner approval before this draft becomes a final business policy; no fixed percentage is invented here.
How to request help
Submit your order reference, purchaser contact details, requested resolution and an explanation of the issue. Include relevant photographs for damaged or incorrect items and the time the issue was noticed. Never send CVV or a complete card number. Use the verified WhatsApp support number below until the support email is confirmed.
Refund method and processing
Approved refunds should normally use the original payment method. Card refunds are arranged through the payment provider; non-card refunds require verification of the original payment and an agreed safe method. We will communicate the outcome and processing expectations after assessment. Bank and payment-provider delays are outside our direct control; no unapproved refund timeline is promised.
Disputes and follow-up
If you disagree with an assessment, ask support to review the order details and evidence. Keep copies of confirmations and correspondence. You may also use applicable payment-provider dispute procedures or legal remedies. This policy does not override mandatory consumer rights.
Here to help
Surprisewala · [BUSINESS LEGAL NAME]
WhatsApp: +94 76 050 5866
[SUPPORT EMAIL]
[BUSINESS ADDRESS]
Retention decision: [DATA RETENTION PERIOD]
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