1. Step 1 — Talk to support
- If your issue is about a specific booking, open a dispute on the booking page first — that gets your case in front of the right team fastest.
- For everything else, email info@weddingwala.pk with the subject line Complaint — [your name / booking ID].
- We acknowledge complaints within 48 hours with a case reference number.
2. Step 2 — Investigation
Our team investigates and aims to resolve within 14 working days. For complex disputes (multi-party, regulatory, fraud) we may take longer and will keep you updated every 7 days.
3. Step 3 — Resolution
Possible resolutions include refund, partial refund, rebooking, vendor replacement, written apology, or no further action with a reasoned explanation.
4. Step 4 — Escalation
If you are not satisfied with our resolution:
- Reply to the resolution email asking for senior review. Our complaints lead reviews escalations within 7 working days.
- For payment / refund disputes, you may also raise a chargeback with your card issuer or contact PayFast support directly.
- For data-protection complaints, contact the relevant Pakistani data-protection authority (TBD as Pakistan's data-protection law comes into force).
- For consumer-rights complaints, the relevant provincial Consumer Court may apply. [LEGAL REVIEW]
5. What we ask of you
- Be specific — booking ID, dates, names, evidence (screenshots, messages).
- Be respectful — abusive complaints can be closed without resolution.
- Use one channel at a time — duplicate complaints across email, Twitter, and chat slow our response down, not speed it up.
6. Public reporting
We publish anonymised complaint statistics annually as part of our trust commitments. [LEGAL REVIEW — confirm we will commit to this]
7. Contact
Email: info@weddingwala.pk. Visit Contact for phone and address.