Refund & Cancellation Policy
This Refund & Cancellation Policy forms part of the Terms & Conditions of Emma Thinking (Private) Limited ("the Company") and applies to all Packages and services purchased, whether by members resident in Sri Lanka or abroad.
It is issued having regard to the Consumer Affairs Authority Act No. 9 of 2003. Nothing in it operates to exclude or limit any right conferred upon a consumer by that Act or by any other applicable law.
1. NATURE OF THE SERVICES
1.1 Emma Thinking provides a professional matchmaking service. The Company undertakes to apply reasonable care and skill over the Validity Period of the Package. It does not undertake, and cannot undertake, that a member will marry, form a relationship or find a suitable partner.
1.2 Because the service is delivered progressively across the Validity Period rather than at a single moment, entitlement to a refund is determined by reference to the end of that period and to the extent of the service in fact provided.
1.3 Dissatisfaction with the appearance, personality, family or circumstances of a person introduced does not constitute a ground for refund. A member who is dissatisfied with an Introduction should inform their matchmaker so that subsequent Introductions may be better directed.
2. VALIDITY PERIODS
2.1 Each Package is valid for the period stated below, commencing when payment is approved and the membership becomes active.
| Package | Validity Period | Renewal |
|---|---|---|
| Mini Subscription | 1 month | A fresh purchase is required each month |
| Silver | 1 month | Does not renew |
| Gold | 3 months | Does not renew |
| VIP | 4 months | Does not renew |
| Platinum | 6 months | Does not renew |
2.2 No Package, including the Mini Subscription, renews automatically and no further sum is charged without a fresh purchase by the member.
3. WHEN A REFUND MAY BE REQUESTED
3.2 A claim must be submitted in writing within thirty (30) days of the expiry of the Validity Period. Claims received after that date will not ordinarily be considered.
3.3 A member who wishes to discontinue during the Validity Period may request suspension under section 8, or may simply cease to use the service. Neither gives rise to an entitlement to a refund before the Validity Period has ended.
4. THE PLATINUM GUARANTEE
4.2 The guarantee applies to the Platinum Package alone. No other Package carries a guarantee.
4.3 To qualify, the member must have complied with each of the following throughout the Validity Period:
- completed their profile in full, including identity and face verification;
- maintained an active and visible profile, not having requested that it be hidden or suspended;
- provided accurate information in their profile;
- responded to the Company's matchmaker within seven (7) days on each occasion contact was made; and
- not breached the Terms & Conditions or any policy forming part of them.
4.4 The Company's records of Interests received are conclusive for the purposes of this section. A member may request a statement of the Interests recorded against their account.
4.5 A claim under the guarantee must be made in writing within thirty (30) days of the expiry of the Validity Period, in accordance with section 11.
5. DISCRETIONARY REFUNDS ON OTHER PACKAGES
5.1 Packages other than Platinum do not carry a contractual right of refund.
5.2 The Company may nevertheless, in its discretion and upon written claim made after the expiry of the Validity Period, make a refund in accordance with the following scale:
| Circumstances at the expiry of the Validity Period | Refund | Notes |
|---|---|---|
| The member received no element of the service whatsoever, no Introduction, no Interest, no counselling session, no Porondam report and no coordination service | 80% | Of the sum actually paid |
| The member received any element of the service, including any Introduction, Interest, counselling session, Porondam report or coordination service | 50% | Of the sum actually paid |
| The member breached the Terms & Conditions or any associated policy | Nil | See section 9 |
5.3 Refunds under this section are calculated upon the sum actually paid and not upon the list price. Where a discount or promotional price was applied, the refund is calculated upon the discounted sum.
5.4 The retained proportion reflects the cost to the Company of verification, matchmaking staff time, platform provision and payment processing, which are incurred irrespective of the outcome achieved.
6. SERVICES NOT CAPABLE OF REFUND
6.1 The following are complete upon delivery and are not refundable once delivered, whether purchased separately or as part of a Package:
- Porondam horoscope compatibility reports, once produced and issued;
- counselling sessions, once conducted;
- family meeting coordination, once the meeting has been arranged and attended;
- first meeting arrangement, once the venue and booking have been confirmed; and
- profile verification.
6.2 A counselling session or arranged meeting cancelled by the member on not less than twenty-four (24) hours' notice will be rescheduled at no charge. Where less notice is given, or where the member does not attend, the session or meeting is treated as delivered.
7. MINI SUBSCRIPTION: CANCELLATION
7.1 The Mini Subscription is purchased for one month at a time. It does not renew automatically and there are no recurring charges.
7.2 A member who does not wish to continue simply does not make a new purchase. Questions may be sent to info@emmathinking.com or 0117 822 228.
7.3 The member retains access for the balance of the purchased month. Access expires at the end of that period unless another purchase is approved and activated.
7.4 The monthly sum already charged for the period in progress is not refunded, the service having been available to the member throughout that period.
7.5 Where the Company has charged a member in error, including an incorrect, duplicate or unauthorised charge, the sum charged is refunded in full.
8. SUSPENSION OF A PACKAGE
8.1 A member who does not wish to proceed for a period may request that the Validity Period be suspended, rather than seeking a refund.
8.2 Suspension may be granted once during a Package, for a period of up to three (3) months, free of charge. The request must be made in writing before the Validity Period expires and is granted at the Company's discretion.
8.3 During suspension the member's profile is hidden and no Introductions are made. Unused entitlements are preserved and the Validity Period resumes upon the member's return.
9. CIRCUMSTANCES IN WHICH NO REFUND IS PAYABLE
9.1 No refund of any kind is payable, and the member forfeits the whole of the sum paid together with all remaining entitlements, where membership is terminated by the Company on account of:
- the supply of false information at registration, including as to identity, age, civil status, employment or qualifications;
- registration while married or while not legally free to marry;
- sexual harassment, assault or attempted assault;
- any request to a member to sign a loan, lease, guarantee or other financial instrument, or any request for money;
- conduct involving intimate images;
- threats, intimidation or abusive conduct toward a member, a member's family, or the Company's staff;
- disclosure of another member's photographs or personal information; or
- any other fundamental breach of the Terms & Conditions or associated policies.
9.2 No refund is payable on the ground that an Introduction did not develop into a relationship, save under the Platinum guarantee at section 4.
9.3 No refund is payable in respect of entitlements which have lapsed at the expiry of the Validity Period without having been used.
9.4 The conduct of another member following an Introduction is a matter to be reported under the Safety Policy and Report a Member. It is addressed as a conduct matter and does not of itself give rise to a refund, save that the Company will consider such circumstances when exercising its discretion under section 5.
10. CANCELLATION BY THE COMPANY
| Circumstances | Entitlement |
|---|---|
| The Company withdraws the service, or is unable to continue providing it, for its own business reasons | Full refund of the unused proportion of the Package |
| The Company determines that it is unable to identify any suitable Introduction and notifies the member accordingly | Full refund |
| The Company is prevented from performing by circumstances beyond its reasonable control persisting more than thirty (30) days | Refund of the unused proportion |
| Membership is terminated for breach, see section 9 | No refund |
11. PROCEDURE FOR MAKING A CLAIM
| Step | Requirement |
|---|---|
| 1 | Submit the claim in writing to info@emmathinking.com from the registered email address, or by WhatsApp message to 0117 822 228 from the registered number |
| 2 | State the member's full name, registered mobile number, the Package purchased, the date and amount of payment, and the ground of the claim |
| 3 | The Company acknowledges receipt within three (3) working days |
| 4 | The Company reviews the account record and notifies its decision within twenty-one (21) days |
| 5 | Where the claim is allowed, payment is made within twenty-one (21) working days of the decision |
11.1 The Company may require verification of the claimant's identity before processing a refund.
11.2 A claim which is declined will be answered with reasons.
12. METHOD AND TIMING OF PAYMENT
| Method of original payment | Method of refund | Indicative time to reach the member |
|---|---|---|
| Credit or debit card | Reversal to the same card | 5–15 working days after processing |
| Bank of Ceylon payment gateway | Bank transfer | 3–7 working days |
| Koko or Mintpay | Through the same provider | In accordance with that provider's terms |
| Direct bank transfer | Bank transfer | 3–7 working days |
| Cash | Bank transfer | 3–7 working days |
12.2 Bank charges levied by the member's own bank, or by any intermediary bank, are not recoverable from the Company.
13. INSTALMENT AND THIRD-PARTY PROVIDERS
13.1 Where payment was made in instalments through Koko, Mintpay or any similar provider, the refund is processed back through that provider.
13.2 The member's obligation to complete any outstanding instalments is governed by the agreement between the member and that provider, and not by this Policy.
13.3 Interest, handling charges, late fees and any other sum imposed by an instalment provider are not refundable by the Company.
14. MEMBERS RESIDENT OUTSIDE SRI LANKA
14.1 Refunds are made in the same currency and to the same payment instrument as the original payment.
14.2 Movement in exchange rates between the date of payment and the date of refund is not compensated. The member receives the same figure in the original currency.
14.3 The Company cannot direct a card refund to an instrument other than the one used for the original payment.
15. TRANSFER OF MEMBERSHIP
15.1 Membership is personal to the member and may not be sold, assigned or transferred.
15.2 In exceptional circumstances, such as serious illness, the Company will consider a written request to transfer a Package to an immediate family member. Any such transfer is at the Company's discretion and does not constitute a right under this Policy.
16. APPEALS
16.1 A member whose claim has been declined may appeal by replying in writing to the decision within fourteen (14) days, setting out the grounds of appeal.
16.2 The appeal will be considered independently by a senior manager who was not party to the original decision, and a response given within ten (10) working days.
17. STATUTORY RIGHTS
17.1 Nothing in this Policy excludes, restricts or modifies any right or remedy conferred upon a consumer by the Consumer Affairs Authority Act No. 9 of 2003 or by any other applicable law of Sri Lanka.
17.2 A member who remains dissatisfied following the appeal procedure at section 16 may refer the matter to the Consumer Affairs Authority of Sri Lanka.
17.3 A member resident outside Sri Lanka retains the benefit of any mandatory consumer protection provision applicable in their country of residence.
Complaints & Grievance Procedure
This Procedure applies to any complaint concerning the service provided by Emma Thinking (Private) Limited, the conduct of our staff, the quality or delivery of a Package, a billing matter, the handling of personal data, or any other aspect of our service.
It is issued having regard to the Consumer Affairs Authority Act No. 9 of 2003. Nothing in it limits any statutory right available to a consumer.
1. WHAT MAY BE COMPLAINED OF
| Category | Examples |
|---|---|
| Service delivery | Introductions not provided as described, delay, a counselling session not held, a Porondam report not delivered |
| Staff conduct | Discourtesy, unresponsiveness, pressure to purchase, a commitment made and not kept |
| Sales and pricing | A Package misdescribed at the point of sale, a price or discount not honoured, a term not explained |
| Billing | An incorrect charge, a duplicate charge, an unauthorised charge |
| Refunds | A refund claim declined or delayed, see also the Refund & Cancellation Policy |
| Data protection | Handling of personal data, a request not actioned, a visibility setting not applied |
| Platform | Persistent technical fault, loss of access, an entitlement not credited |
| Enforcement | A warning, suspension or removal you consider unjustified |
2. THE THREE STAGES
Your matchmaker or agent
Raise it with the person handling your membership. Most matters are resolved here within a few days, and it is the quickest route.
Formal complaint
Where Stage 1 does not resolve it, or the matter concerns the person you would raise it with, write to us formally. A manager reviews it.
Director review
Where you remain dissatisfied, a director reviews the matter and issues a final written response.
Stage 1: Informal resolution
2.1 Raise the matter with your matchmaker, counsellor or agent, by telephone, WhatsApp or email.
2.2 They will attempt to resolve it directly and will ordinarily respond within three (3) working days.
2.3 You may proceed directly to Stage 2 if you prefer, and you should do so where the complaint concerns that person.
Stage 2: Formal complaint
2.4 Write to info@emmathinking.com marked "Formal Complaint", or send a message to 0117 822 228.
2.5 Please state:
- your full name and registered mobile number;
- the Package purchased and the date, where relevant;
- what happened, and when;
- who you have already spoken to, and what you were told; and
- what outcome you are seeking.
| Step | Timing |
|---|---|
| Acknowledgement, with a reference number | 3 working days |
| Investigation, including review of the account record, call recordings and correspondence | Commenced immediately |
| Written response setting out findings, reasons and any remedy | 14 working days |
| Where the matter is complex and more time is required | We tell you within 14 working days, explain why, and give a revised date not later than 21 working days |
2.6 A complaint at this stage is considered by a manager who was not involved in the matter complained of.
Stage 3: Director review
2.7 If you are dissatisfied with the Stage 2 response, reply in writing within fourteen (14) days requesting a director review, and say why you consider the response inadequate.
2.8 A director will review the matter afresh and issue a final written response within ten (10) working days.
2.9 This concludes our internal procedure.
3. REMEDIES AVAILABLE
| Remedy | When applied |
|---|---|
| Explanation and apology | Where something was done badly or communicated poorly |
| Correction | Where a record, setting or entitlement is wrong |
| Service delivered | Where something included in your Package was not provided |
| Extension of the Validity Period | Where delay or a fault on our part cost you part of your Package period |
| Additional service at no charge | Where a shortfall is best made good in kind |
| Reversal of an incorrect charge | Where you were billed in error, in full |
| Refund | In accordance with the Refund & Cancellation Policy |
| Reinstatement | Where a warning, suspension or removal is found to have been unjustified |
| Change of matchmaker | Where the working relationship has broken down. Available on request at any time, without a complaint being necessary. |
4. HOW WE HANDLE COMPLAINTS
4.1 Every complaint is recorded, with the date received, the substance, the action taken and the outcome.
4.2 Making a complaint has no adverse effect upon a member's service, Introductions or standing.
4.3 Complaints are handled confidentially. Staff are informed only to the extent necessary to investigate and resolve the matter.
4.4 Where a complaint concerns a member of staff, that person is informed of the substance and given an opportunity to respond, but does not decide the outcome.
4.5 Complaints are reviewed periodically by management to identify recurring problems.
5. ANONYMOUS AND THIRD-PARTY COMPLAINTS
5.1 An anonymous complaint will be considered, but we may be unable to investigate fully or to inform you of the outcome.
5.2 A family member, friend or lawyer may complain on a member's behalf. We require the member's written authority, and may contact the member to confirm it, before disclosing any information about their account.
5.3 A person who is not a member may complain about our conduct toward them. Where their complaint concerns the conduct of one of our members, it is handled under Report a Member.
6. MATTERS OUTSIDE THIS PROCEDURE
| Matter | Correct route |
|---|---|
| The conduct of another member, harassment, threats, fraud, a request to sign a financial document, intimate images | Report a Member, one-hour response for serious reports |
| A refund claim in the first instance | Refund & Cancellation Policy, section 11. This Procedure applies if that claim is declined and you remain dissatisfied. |
| A request to access, correct or delete personal data | Your Privacy Choices and Data Deletion. This Procedure applies if such a request is mishandled. |
| An appeal against a warning, suspension or removal | The appeal route at section 14 of the Community Guidelines |
| An intellectual property claim | Intellectual Property Policy, section 6 |
| A criminal matter | Sri Lanka Police. In an emergency, telephone 119. This Procedure is not a substitute for a police complaint and we do not require you to complete it first. |
7. IF YOU REMAIN DISSATISFIED
7.1 Following the final response at Stage 3, you may refer the matter to the Consumer Affairs Authority of Sri Lanka, established under the Consumer Affairs Authority Act No. 9 of 2003.
7.2 Where your complaint concerns the handling of personal data, you may complain to the Data Protection Authority of Sri Lanka, established under the Personal Data Protection Act No. 9 of 2022.
7.3 You retain the right to pursue a claim in the courts of Sri Lanka. Nothing in this Procedure requires you to exhaust it before doing so.
7.4 A member resident outside Sri Lanka retains the benefit of any mandatory consumer protection provision applicable in their country of residence.
8. TIME LIMITS
| Action | Limit |
|---|---|
| Raising a complaint with us | Within 6 months of the matter complained of, or of becoming aware of it |
| Requesting a director review under Stage 3 | Within 14 days of the Stage 2 response |
| Appealing a warning, suspension or removal | Within 14 days of notification |
| A refund claim | Within 30 days of the expiry of the Validity Period |
A complaint received outside these limits will still be considered where there is good reason for the delay.
CONTACT
Seeduwa, Negombo, Sri Lanka · Company Registration: PV 00326395
Email: info@emmathinking.com
Telephone and WhatsApp: 0117 822 228
Website: emmathinking.com