If a payment went through but your access was not granted, write to us and we will fix it or refund it.

If you purchased the wrong template or were charged twice, contact us within 7 days and we will make it right.

Because a published gift is delivered immediately and cannot be returned, we generally cannot refund a purchase after a page has been published and shared, except where the service failed to work as described.

Duplicate charges or charges for an order you did not complete.

A technical fault that prevents you from publishing or accessing the template you paid for, which we cannot resolve within a reasonable time.

A purchase made in error where no page has been published, reported within 7 days of payment.

A change of mind after a page has been published and shared.

Disliking the wording, photos or content you chose to publish (you can edit it freely instead).

The recipient not reacting as hoped. We cannot promise a specific emotional response, only a working page.

Membership access ending after the stated 24 months.

Email hello@sweetheart.my with the email or account you used, the approximate date, the amount, and the Dodo Payments payment reference if you have it. Tell us what went wrong in your own words.

We aim to reply within two working days. Approved refunds are returned through the original payment method; banks typically take 5–10 working days to show the credit. Payment gateway fees may be non-refundable where the gateway does not return them.

Please talk to us before asking your bank to reverse a charge. A chargeback can freeze access while it is investigated, and we would much rather solve the problem directly.