Returns & Refunds

1. What this policy covers

This policy applies to paid purchases made directly on EMS Event Management and paid through DOKU: event packages (Lite, Premium, Done for You), templates and other digital products we sell. The Free Trial and Early Access cost nothing, so they are not covered.

2. Deadline

You can request a refund up to 7 days after your payment succeeded. The deadline shown on your order details is the one that applies. The order must be paid, must not have been refunded before, and must not already have another open refund request.

3. Situations we will consider

• You were charged more than once for the same order.
• A paid package or feature failed to activate because of an error on our side.
• What you received is materially different from what was described at purchase.
• For Done for You: our team has not started work on your invitation yet.
• Other situations we judge fair after reviewing the evidence and how the service was used.

Requests are not approved automatically. We check the transaction, activation status, product usage, your reason and any supporting evidence before deciding.

4. Situations that are usually not refundable

• The invitation has been published and shared with guests, or the digital product has been used.
• For Done for You: a draft has already been prepared or delivered to you.
• Automatic emails that have already been sent.
• A change of mind after the purchased features are available and working as described.
• Requests made after the deadline on the order details.
• Problems caused by your device, connection, or third-party services outside our control.
• Accounts that break our Terms & Conditions.

Gifts that guests send using the bank or e-wallet details on an invitation go straight to the host and never pass through us, so we cannot refund them.

5. How to request a refund

1. Sign in to the account you used to buy.
2. Open My Orders and choose the order.
3. Choose Request a Refund, then fill in your reason, bank name, account number and account holder name.
4. Send the request before the deadline shown.

If the button does not appear but you believe there is a transaction error, for example you were charged but the order is not active, contact support@ems.com or use our contact page and include your invoice number. Never send us your password, PIN, OTP or full card details.

6. Review and payment

You can follow your request on the order details: requested, in review, approved or rejected, then completed. We notify you in your account when a request is approved, rejected or completed, with the reason if it is rejected.

A refund may be approved in full or in part, for example when part of the service has already been used. Approved refunds are paid by manual bank transfer to the account you provided. Make sure the account holder name and number are correct; wrong details can delay or stop the transfer. Once we transfer, the transfer reference appears on your order. How quickly the money arrives depends on the banks.

7. What a refund does to your access

A completed refund can remove the package, template or access that came with that order. Once access is removed, an invitation that depends on it may be taken offline.

8. Withdrawing a request

You can withdraw a request while it is still requested or in review. Once approved it can no longer be withdrawn, because the transfer may already be under way; contact us if you change your mind.

9. Contact us

Questions about refunds can be sent to support@ems.com or through our contact page.