Refund & Cancellation Policy

1. General refund position

All Nawa Match purchases are final.

Unless stated otherwise in this Policy, payments made to Nawa Match are:

• non-refundable;
• non-transferable;
• not exchangeable for cash or credit;
• not refundable because of a change of mind;
• not refundable because you later become unavailable;
• not refundable because you no longer wish to proceed;
• not refundable because you did not receive your preferred outcome;
• not refundable because a match, meeting, event or service did not lead to marriage;
• not refundable because another attendee, match or third party did not respond or proceed.

This applies to all Nawa Match services, including but not limited to:

• event tickets;
• event applications;
• personalised profile matching;
• profile review or profile improvement services;
• second meeting facilitation;
• pre-marital courses;
• counselling/mediation support;
• Nikkah-related services;
• divorce advice or guidance;
• premium or concierge services;
• any other paid service.

Nothing in this Policy affects any legal rights that cannot be excluded under UK consumer law.

2. No guarantee of outcome

Nawa Match provides marriage-focused introductions, events and related support services.

We do not guarantee:

• that you will receive a match;
• that a match will be suitable;
• that someone will accept your profile;
• that someone will respond positively;
• that both sides will agree to proceed;
• that a second meeting will happen;
• that an event will lead to a match;
• that profile matching will lead to marriage;
• that any marriage will take place;
• that any specific outcome will be achieved.

No refund will be given because a service does not lead to your preferred outcome.

3. Event tickets

All event tickets are final sale.

Event tickets are:

• non-refundable;
• non-transferable;
• valid only for the named attendee;
• valid only for the specific event, date, time, age range and category purchased or approved for;
• subject to approval, eligibility, verification and event rules.

Once your payment is made, your seat is reserved and Nawa Match may reject other applicants, allocate staff/volunteers, arrange event materials, manage gender balance and incur venue/admin costs.

For this reason, we do not provide refunds if you cancel, change your mind, cannot attend, arrive late, fail verification, fail eligibility, breach event rules or are removed from the event.

4. Event cancellation by Nawa Match

If Nawa Match cancels an event completely and does not provide a replacement, alternative or rescheduled option, we will offer one of the following:

• a full refund of the event ticket price; or
• a transfer to a future event; or
• credit towards another Nawa Match service.

Where options are offered, Nawa Match may decide which options are available depending on the reason for cancellation, venue arrangements, costs already incurred and operational circumstances.

Refunds will normally be made to the original payment method.

Nawa Match is not responsible for external costs you incur, including:

• travel;
• parking;
• accommodation;
• childcare;
• clothing;
• time off work;
• lost earnings;
• any other personal expense.

Our maximum liability for a cancelled event is limited to the amount you paid to Nawa Match for that event ticket, unless the law requires otherwise.

5. Event postponement or rescheduling

Nawa Match may postpone, reschedule or change an event where reasonably necessary.

This may include changes to:

• date;
• time;
• venue;
• room;
• city/area;
• event structure;
• age range;
• attendee numbers;
• facilitator, imam, speaker, volunteer or staff member;
• rotation format;
• chaperone arrangements;
• application or check-in process.

If an event is rescheduled, your ticket will normally be transferred to the new date or alternative arrangement.

Personal inability to attend a rescheduled date does not automatically entitle you to a refund.

Nawa Match may, at its discretion, offer a transfer to another suitable event or service, but this is not guaranteed.

6. Event venue or timing changes

Sometimes we may need to change the venue, room, arrival time, start time, end time, registration time or event format.

Where the core event still goes ahead, venue or timing changes do not automatically entitle you to a refund.

We will try to provide reasonable notice of significant changes.

It is your responsibility to check your email, messages, event reminders and updates before the event.

7. Late arrival and failure to attend

You must arrive on time.

If you arrive more than 30 minutes after the event start time, or after the cut-off time stated in the event instructions, we may refuse entry to avoid disrupting the event format and rotations.

No refund will be given if you:

• arrive late;
• fail to attend;
• attend the wrong venue;
• attend the wrong time;
• forget your ID;
• fail to check event updates;
• are refused entry because of late arrival;
• are unable to attend due to travel, traffic, work, illness, childcare, personal circumstances or other external reasons.

8. Eligibility and verification

Nawa Match events and services may have eligibility criteria.

This may include:

• age range;
• gender category;
• single/marriage status;
• religious suitability for the event/service;
• citizenship or residence requirements where stated;
• ID verification;
• chaperone/guardian requirements;
• application approval;
• seriousness and suitability for marriage-focused introductions.

We may refuse entry, cancel attendance, suspend a profile or refuse a service without refund if:

• you do not meet the eligibility criteria;
• you provide false or misleading information;
• you fail to provide valid ID;
• you fail verification checks;
• you attend the wrong event/category;
• you are outside the age range;
• you are currently married and the service does not permit this;
• you seek polygamous arrangements where we do not facilitate them;
• you are not using the service sincerely;
• you breach these terms or event rules.

It is your responsibility to ensure that you meet the criteria before applying, booking or paying.

9. Refusal of entry or removal from an event

Nawa Match may refuse entry or remove an attendee from an event where necessary.

This may happen because of:

• failed ID checks;
• failed eligibility checks;
• late arrival;
• inappropriate behaviour;
• immodest or unsuitable conduct;
• disruption;
• harassment;
• pressuring attendees;
• breach of the no photography/recording rule;
• breach of no free-mixing rules;
• breach of event structure;
• abuse towards staff, volunteers, attendees or venue representatives;
• safety concerns;
• suspected dishonesty;
• any conduct inconsistent with the halal, marriage-focused nature of the event.

If you are refused entry or removed for any of these reasons, you will not be entitled to a refund.

10. Event balance and attendance numbers

Nawa Match aims to organise balanced and suitable events.

However, we cannot guarantee:

• exact gender balance;
• exact attendance numbers;
• that every approved person will attend;
• that every attendee will be suitable for you;
• that you will meet a specific number of people;
• that all attendees will complete every rotation;
• that an event will result in a match.

People may cancel, fail to attend, arrive late, become unwell, be refused entry, or withdraw on the day.

No refund will be given because of gender imbalance, lower attendance than expected, attendee no-shows, lack of suitable matches, or dissatisfaction with the attendees present, provided the event has gone ahead substantially as planned.

11. Event media and privacy

Participant photography, videography and audio recording are not allowed unless Nawa Match gives clear permission.

Nawa Match may capture limited event media for promotional, record-keeping or operational purposes. Where we use event media publicly, we aim to protect attendee privacy, including by avoiding identifiable attendee images or blurring faces where appropriate.

No refund will be given because Nawa Match captures non-identifying promotional or operational media in line with our event rules and Privacy Policy.

12. Profile matching service

Personalised profile matching is a service where Nawa Match reviews your information, considers your preferences, may use tools to help identify potentially compatible profiles, and may suggest or share redacted profiles where appropriate.

Profile matching involves admin time, review work, compatibility checks, communication, human assessment, possible use of automated tools, and potential profile sharing.

Once a profile matching service has been purchased, the payment is non-refundable unless Nawa Match cancels the service entirely, fails to provide the service, or a refund is required by law.

No refund will be given because:

• we do not find a match immediately;
• we do not find a match within your preferred timeframe;
• you do not like a suggested profile;
• a suggested match does not like your profile;
• one side does not respond;
• one side changes their mind;
• a match does not lead to a meeting;
• a meeting does not lead to marriage;
• you change your preferences after purchase;
• you choose to pause, withdraw or delete your profile;
• you become unavailable;
• you no longer wish to proceed.

13. Free registration and paid matching fees

Where Nawa Match offers free profile registration, this means you may be able to create or submit a profile without paying a registration fee.

However, fees may apply later for services such as:

• profile review;
• profile improvement;
• personalised matching;
• mutual match facilitation;
• second meeting facilitation;
• parent/guardian introduction support;
• premium support;
• other paid services.

Once a paid service is purchased, the payment is final and non-refundable except where this Policy or the law requires otherwise.

14. Mutual match or facilitation fees

Where a facilitation fee is charged because a suitable match has been identified or both sides agree to proceed, that fee covers the Nawa Match process, admin work, review, communication, introduction management and facilitation.

It does not guarantee marriage or any final outcome.

Once the facilitation fee has been paid and Nawa Match begins or provides the facilitation service, the fee is non-refundable except where the law requires otherwise.

No refund will be given if:

• a person changes their mind after mutual interest;
• family members disagree;
• communication does not progress;
• a second meeting does not happen because one side withdraws;
• either side decides not to continue;
• incompatibility is later discovered;
• the matter does not lead to marriage.

15. Profile review or profile improvement services

Profile review or profile improvement services may include reviewing your profile, suggesting improvements, editing wording, advising on presentation, helping structure your information, or improving how your profile is shown to potential matches.

Once this service has started, it is non-refundable.

Once feedback, edits, review notes, guidance or revised wording has been provided, the service is treated as delivered.

No refund will be given because you disagree with the advice, choose not to use the improvements, do not receive more matches, or do not achieve your preferred outcome.

16. Second meeting facilitation

Second meeting facilitation may include arranging a suitable time, helping coordinate both sides, involving parents/guardians where appropriate, arranging a structured call or meeting, providing guidance, or facilitating next steps.

Once the service has been purchased and Nawa Match has begun arranging or coordinating the meeting, the fee is non-refundable.

No refund will be given if:

• one side changes their mind;
• families cannot agree;
• the meeting is delayed;
• the meeting is rearranged;
• you choose not to attend;
• the meeting does not lead to further progress;
• the match does not proceed to marriage.

Nawa Match may, at its discretion, help rearrange a second meeting once where reasonable, but this is not guaranteed.

17. Courses and workshops

Pre-marital courses, workshops, educational sessions and similar services are non-refundable once purchased, unless Nawa Match cancels the course entirely or a refund is required by law.

If you cannot attend, Nawa Match may, at its discretion, offer:

• access to a future session;
• a recording, if available and appropriate;
• transfer to another course date;
• credit towards another service.

This is discretionary and not guaranteed.

No refund will be given because you fail to attend, arrive late, change your mind, disagree with the content, or do not use the course materials.

18. Counselling, mediation and family support services

Counselling, mediation and family support services may involve preparation, booking time, reviewing information, reserving availability, and allocating a facilitator or professional.

Fees are non-refundable once a session is booked, unless Nawa Match cancels the session entirely, fails to provide the service, or a refund is required by law.

If you need to rearrange, you must contact us as soon as possible.

Nawa Match may, at its discretion, allow one rearrangement if reasonable notice is given. However, this is not guaranteed.

No refund will be given if:

• you fail to attend;
• you attend late;
• you change your mind;
• the other party refuses to attend;
• the session does not resolve the issue;
• you disagree with the guidance;
• the outcome is not what you wanted.

19. Nikkah-related services

Nikkah-related services may include arranging, preparing, coordinating or facilitating a Nikkah-related service.

Once a Nikkah-related service has been booked and preparation has begun, the fee is non-refundable except where Nawa Match cancels, fails to provide the service, or a refund is required by law.

No refund will be given if:

• either party changes their mind;
• family members disagree;
• documents are not provided;
• the couple fails to attend;
• the couple is not ready to proceed;
• the ceremony is delayed due to the couple or their family;
• legal/civil marriage arrangements are not completed;
• the service cannot proceed due to incorrect or incomplete information provided by the couple.

You are responsible for ensuring that you understand the religious, civil, legal and personal implications of any Nikkah or marriage arrangement.

20. Divorce advice or guidance services

Divorce advice or guidance services are non-refundable once booked or once preparation has begun.

This includes reviewing information, preparing for the session, allocating time, providing guidance, discussing options or delivering the session.

No refund will be given because:

• you change your mind;
• you do not follow the advice;
• you disagree with the guidance;
• your circumstances change;
• the matter remains unresolved;
• you later seek different advice elsewhere.

Unless clearly stated otherwise, divorce advice or guidance from Nawa Match is not a substitute for independent legal advice from a qualified solicitor.

21. Premium or concierge services

Premium or concierge services may include enhanced support, hand-picked profile review, guided matching, unlimited or priority event access, personalised introductions, vetting support, communication support, counselling support, or wider marriage journey support.

Premium services require significant time, planning, admin, review and ongoing availability.

Once purchased, premium or concierge service payments are non-refundable except where Nawa Match cancels the service, fails to provide the service, or a refund is required by law.

No refund will be given because:

• you do not receive your preferred match;
• a match does not lead to marriage;
• you change your mind;
• you become unavailable;
• you do not use all parts of the package;
• you pause or withdraw your profile;
• you reject suggested profiles;
• suggested profiles reject you;
• family members disagree;
• you do not achieve your preferred outcome.

Where a premium service is paid in instalments, all agreed instalments remain payable unless Nawa Match confirms otherwise in writing.

22. Statutory cancellation rights

Some services purchased online or at a distance may be subject to statutory cancellation rights.

Where a legal cancellation right applies, you may have the right to cancel within the statutory period.

However, where you ask Nawa Match to begin providing a service during any applicable cancellation period, you agree that:

• Nawa Match may begin work immediately;
• Nawa Match may charge for work already completed;
• you may not receive a full refund if work has started;
• you may lose the right to cancel once the service has been fully performed, where the law allows.

Services that are tied to a specific date or period, such as events, workshops, venue-based sessions or certain scheduled services, may be treated differently.

Nothing in this Policy removes legal rights that cannot be excluded.

23. Immediate service start

For services such as profile matching, profile review, second meeting facilitation, courses, counselling/mediation support, Nikkah-related services, divorce advice, premium services and other paid services, Nawa Match may begin work shortly after payment.

By purchasing a service, you agree that Nawa Match may begin providing the service immediately unless stated otherwise.

This may include:

• reviewing your profile;
• checking preferences;
• preparing your profile;
• searching for matches;
• using tools to identify potential compatibility;
• human review;
• contacting potential matches;
• preparing communications;
• arranging meetings;
• reserving event or service capacity;
• allocating admin time;
• preparing course/session materials;
• coordinating with third parties.

If you cancel after work has begun, any refund entitlement may be reduced to reflect work already carried out, and no refund will be due where the service has been fully performed and the law allows.

24. Recommended checkout wording

Before purchasing a paid service, Nawa Match may ask you to tick boxes confirming your understanding of this Policy.

For services that may begin immediately, the checkout wording may include:

• I understand that this purchase is final and non-refundable except where Nawa Match cancels the service, fails to provide the service, or where a refund is required by law.
• I request that Nawa Match begins providing the service immediately after payment.
• I understand that if I cancel after Nawa Match has started work, I may be charged for the work already completed.
• I understand that if the service is fully performed during any applicable cancellation period, I may lose the right to cancel where the law allows.

For events, the checkout wording may include:

• I understand that event tickets are final sale, non-refundable and non-transferable except where Nawa Match cancels the event or where a refund is required by law.
• I understand that I may be refused entry without refund if I arrive late, fail ID checks, fail eligibility checks, breach event rules or behave inappropriately.

25. Transfers

Purchases are not transferable unless Nawa Match agrees in writing.

You may not transfer your event ticket, profile matching service, course booking, meeting facilitation, Nikkah-related booking, counselling/mediation session, divorce advice session or premium service to another person without written permission from Nawa Match.

Unauthorised transfers may result in cancellation without refund.

26. Credits

Nawa Match may, at its discretion, offer credit instead of a refund.

Credit may be subject to:

• expiry dates;
• service restrictions;
• event availability;
• eligibility criteria;
• age range criteria;
• gender/category balance;
• approval requirements;
• non-transferability.

Credit has no cash value and cannot be exchanged for money.

Nawa Match is not required to offer credit unless we choose to do so or unless required by law.

27. Chargebacks and payment disputes

If you have a concern about a payment, you should contact Nawa Match first at info@nawamatch.co.uk.

You must not make false, abusive or dishonest chargebacks.

If you raise a chargeback after receiving a service, attending an event, accessing a course, receiving profile review, receiving matching support, receiving a meeting facilitation service, or otherwise benefiting from a Nawa Match service, we may provide evidence to the payment provider showing that the service was purchased and/or delivered.

Improper chargebacks may result in:

• suspension of your account;
• removal from Nawa Match;
• cancellation of future services;
• refusal of future bookings;
• recovery of unpaid sums where appropriate.

28. Refund processing

Where a refund is approved, it will normally be made to the original payment method.

Refund processing times may depend on the payment provider, bank or card issuer.

Nawa Match is not responsible for delays caused by banks, card providers, payment processors or third-party platforms.

Unless required by law, we do not refund payment processing fees, admin fees or third-party costs once incurred.

29. How to request a cancellation or refund

To request a cancellation, transfer, credit or refund, contact: info@nawamatch.co.uk

Your message should include:

• your full name;
• email address used for booking;
• phone number;
• service purchased;
• date of purchase;
• event date or service date, if applicable;
• payment reference, if available;
• reason for request;
• any supporting evidence.

Submitting a request does not mean a refund, transfer or credit will be granted.

We will review the request in line with this Policy, the Terms of Service, the Privacy Policy, the service-specific terms and applicable law.

30. Fraud, misuse and false information

No refund will be given where Nawa Match refuses, suspends, cancels or removes a service because of:

• false information;
• misleading profile details;
• fake ID;
• failed verification;
• duplicate accounts;
• inappropriate behaviour;
• harassment;
• abuse;
• breach of confidentiality;
• sharing profiles without permission;
• screenshotting or recording without permission;
• attempts to bypass Nawa Match fees;
• using the service for unserious or non-marriage purposes;
• unlawful conduct;
• breach of our Terms of Service.

We reserve the right to refuse future service where misuse occurs.

31. External costs

Nawa Match is not responsible for external costs you incur in connection with any event or service.

This includes:

• travel;
• parking;
• fuel;
• taxis;
• accommodation;
• childcare;
• clothing;
• time off work;
• lost earnings;
• family travel;
• venue-related personal expenses;
• third-party professional fees;
• any other personal costs.

Where Nawa Match offers a refund, the refund is limited to the amount paid directly to Nawa Match for the relevant service unless the law requires otherwise.

32. Changes to this Policy

Nawa Match may update this Refund & Cancellation Policy from time to time.

The latest version will be available on our website.

The policy that applies to your purchase will usually be the policy in force at the time of purchase, unless a legal or operational change requires an update.

33. Contact us

For refund, cancellation, transfer or credit requests, contact:

Nawa Match. Email: info@nawamatch.co.uk