Refunds & cancellations

Setnayan sells digital services — monograms, save-the-date films, websites, Papic seats, livestream days, and the like. Because these are produced and delivered to you, a purchase is final once the service is activated. If we ever fail to deliver what you paid for, you get a full refund. That’s the whole policy; the rest is detail.

Before a service is activated, you can cancel for a full refund. “Activated” means the point where we begin producing or providing the thing you bought — for example:

• a monogram or save-the-date once its first render is generated;
• an event website once it is published to your slug;
• Papic / livestream / booth services once the event day begins or a seat QR is claimed;
• an AI planning subscription once the billing cycle starts.

If you’re not sure whether your order has activated yet, ask us via the help center before you pay or right after — we’ll tell you honestly.

You are entitled to a full refund whenever:

• we cannot deliver the service you paid for;
• the delivered service is materially defective and we can’t fix it;
• you were charged in error or charged twice;
• you paid but the order was never activated within a reasonable time and you no longer want it.

This is your right under the Consumer Act of the Philippines (RA 7394) and nothing in this policy removes it.

• Open the help center and tell us the order reference and what went wrong, within 7 days of payment where possible.
• We respond within our standard support window and, if approved, return the money to the same channel you paid from (BDO or GCash).
• Refunds are typically completed within 5–10 business days of approval, depending on the bank / wallet.

When you book an outside vendor through Setnayan, you pay the vendor directly — Setnayan does not hold that money and charges no commission. Refunds, deposits, and cancellation terms for a vendor’s own services are set by that vendor and handled between you and them. Setnayan can help mediate through the help center, but this refund policy covers Setnayan’s own in-app services only.

Orders activated through a complimentary grant or team comp involved no payment, so there is nothing to refund. If a grant was applied in error, contact us and we’ll correct it.

Every paid order has an in-app transaction receipt on its order page. Where a BIR Official Receipt applies, Setnayan issues it separately. See the terms of service for how payments and receipts work.

Reach us any time via the help center. For data or privacy matters, email our Data Protection Officer at dpo@setnayan.com.