✦ NARI WEDDING PLANNER
Support & refunds
Support terms currently used in the Nari order flow. Planner flow version: planner-2026-10-12-18months-v1.
Submitting a request and receiving a response
Send your order reference, registered email, error description and the date you need access via hotline/Zalo 0911 686 611 or naribabystudio@gmail.com. Nari responds within 24 working hours of receipt, without waiting for the cause to be fully identified. Do not send passwords, OTPs or private sign-in links.
How support time is calculated
Working days exclude Saturdays, Sundays, Vietnamese public holidays, Tết and compensatory days off. The 24-hour response period counts elapsed time on working days, skipping entire non-working days. For example, a request received at 15:00 Friday is due at 15:00 Monday if Monday is not a holiday. The applicable calendar and schedule are communicated on receipt. Support time does not change the access term shown in your account.
Resolving standard issues
Nari and the customer confirm the issues and resolution start date by email or message. Resolution takes no more than 7 working days from that agreed date. If more information is needed, Nari specifies what is missing and provides progress updates. Ongoing discussion does not delay receipt or the initial response. If a promised function is not delivered correctly or an app fault cannot be fixed, both parties agree a refund for the affected part.
Urgent issues
System faults preventing the app or invitation from opening, causing data loss, or blocking access after payment are treated as urgent, especially near the wedding. The standard 7-day resolution wait does not apply. Call the hotline/Zalo and state “Urgent issue”, your order reference and required date. Once verified, Nari refunds 100% of the amount actually paid for the faulty product portion, less any refund already issued for that same portion. Data recovery assistance continues.
Calculating a refund
Refunds apply to the affected portion only. Standard issues are assessed using the unresolved function or agreed remaining access time. Bundles and combined purchases use each product’s allocated post-discount amount, not its standalone retail price; total refunds cannot exceed the remaining amount actually received. Unaffected products retain access. Zero-price gifts have no cash refund but still receive support. Duplicate or excess transfers are reconciled separately. This rule does not mean bundles are available on the Planner checkout page.
Processing a refund
Nari processes refunds within 7 working days after both parties confirm the refund plan and the customer provides complete receiving details. A result notification and receipt are provided. Payment details are verified through official support channels. Passwords or OTPs are never required to receive a refund.
Changed plans and customer rights
Refunds are normally not given for a change of mind, cancellation of the wedding or normal use, unless the law requires otherwise. This policy does not exclude or limit mandatory consumer rights. Nari receives and begins negotiation within 7 working days of receiving a negotiation request; technical fault confirmation does not postpone that deadline.
Scope and access term
Terms for the Planner registration flow · Policies for products and new orders