Refunds & Cancellation

1. What You Are Buying

You are buying a one-time licence to create and publish one digital invitation (or Save the Date) on Occavia, together with any add-ons you choose, such as thank-you notes. A gift purchase buys the same for someone else. Custom orders are made to measure and quoted individually. Access to the builder and hosting of your live page begin as soon as payment is confirmed.

2. EU / UK Right of Withdrawal (14-Day Cooling-Off)

If you are a consumer in the European Union or the United Kingdom, you normally have the right to withdraw from a digital-content purchase within 14 days without giving any reason (the "cooling-off period").

However, under Article 16(m) of EU Directive 2011/83/EU (and equivalent UK law), you lose this right if: (a) you have expressly requested that delivery of the digital content begin before the end of the cooling-off period, AND (b) you have acknowledged that you will thereby lose the right of withdrawal.

At checkout you tick a box to confirm that you want your invitation to go live immediately and that you understand you lose your right of withdrawal once it is delivered. Once you have confirmed that, we are not legally required to refund you on the basis of withdrawal alone — but we still honour the goodwill window described in section 3.

3. Our Goodwill Refund Window

If you are dissatisfied for any reason, contact us within 21 calendar days of your confirmed payment. This applies to every product — Essential, Signature, Atelier, Birthday, Custom Birthday and Save the Date — and to eligible add-ons. We will try to put it right first — fixing a technical problem, or making the change for you under your included design edits. If we cannot resolve it to your reasonable satisfaction, we will refund you, provided your event has not yet taken place and your invitation has not yet been delivered to your guests. We treat it as delivered once it has been published AND ten or more of your guests have replied; for a Save the Date, which has no reply form, publishing it is delivery. After 21 days, ordinary goodwill refunds are no longer available.

Every order keeps the terms it was bought under. If you purchased before 13 July 2026, the previous policy applies to your order and is unchanged: refundable at any time before your event. If you purchased on or after 13 July 2026 but before this version of the policy took effect (the "Updated" date shown at the top of this page), your goodwill window is 14 days from confirmed payment, with the same conditions as above. Orders paid on or after that date have the 21-day window.

Once your window has closed, once your event has taken place, or once your invitation has been delivered as described above, refunds are offered at our discretion on a case-by-case basis — for example where there has been a significant technical failure on our part. Ask us anyway: we would rather fix a real problem than win an argument about a window. Nothing in this section limits your legally mandatory consumer rights, your remedies if our service is defective, or your right to raise a dispute or chargeback through Paddle or your card issuer.

4. How to Request a Refund

Use the refund option on your invitation’s page in your dashboard, or email us at hello@occavia.com with the subject line "Refund Request", your order reference (from your Paddle confirmation email) and a brief reason. For a gift, the person who paid should email us. Paddle, as Merchant of Record, processes refunds and handles order-related customer service.

We aim to respond within 2 business days. Approved refunds are processed by Paddle and typically appear on your statement within 5–10 business days, depending on your card issuer.

You may also contact Paddle directly to raise a billing dispute. Paddle's support: paddle.com/help.

5. No Recurring Charges

Occavia charges a one-time fee per invitation. There are no subscriptions, recurring charges or automatic renewals, so there is nothing to "cancel". Your invitation stays open to guests until 3 days after your event date; after that, guests see that the celebration has taken place, while you keep your invitation in your account. Guest photos and videos can be downloaded until 6 months after the event date, after which they are deleted.

If you receive a refund, your invitation is taken offline and can no longer be viewed by your guests.

6. Changes to This Policy

We may update this policy from time to time. The policy in effect at the time of your purchase applies to that purchase.