Payment & Refund Policy

This policy applies to every payment for Keemori's made-to-order event invitation design service (custom invitations).

This policy supplements our Terms of Service; where they conflict on payment matters, this page prevails.

Prices are listed on the Pricing page or quoted during the consultation, in Vietnamese đồng (VND), and include applicable taxes, if any.

The price of an order is fixed once we agree on the design brief. Later changes to our prices do not apply to orders already agreed.

You pay once per invitation: there is no subscription fee and no automatic renewal.

Custom invitations have no trial and no free plan.

You pay 100% of the order value before we start designing. Work begins only once the payment has reached our account.

Revisions within the brief agreed during the consultation cost nothing extra. Requests outside that brief may be quoted separately, and are only carried out with your agreement.

There is currently one payment method: bank transfer. We do not accept credit cards and do not store any card details.

Once the order is agreed, we send you the amount, the receiving account details and the transfer reference, with a VietQR code where available. The safest way to pay is to scan that code without changing anything.

If you transfer manually, keep the transfer reference exactly as given — it is how we tell which order an incoming payment belongs to.

When the payment arrives and is matched to your order, we confirm it with you and start designing. You do not need to send us a screenshot of the transaction.

Wrong or missing transfer reference: the payment cannot be matched automatically and goes into a manual reconciliation queue. Contact support with the time of transfer and the amount, and we will match it for you.

Short payment: the order is recorded as underpaid and we do not start designing until you transfer the remaining amount.

Overpayment or duplicate transfer: the excess is not kept automatically. Contact support and it will be returned to you.

Every transfer into our account is recorded, including transfers not yet matched to an order — no payment goes missing.

Once your payment is matched to the order, you receive a receipt by email showing the amount and the invitation link. Your order history is always available in your account.

If you need a VAT invoice, please contact support with your invoicing details.

Each invitation is designed specifically for you and work starts as soon as we receive payment, so payments are non-refundable.

The only exception is a technical fault caused by us: the invitation does not open, content displays incorrectly or is lost, or an agreed feature does not work. Send a complaint through our support channels and we will fix it as quickly as possible. If the fault is still not fixed more than 3 working days after we receive your complaint, we refund the full amount you paid for that invitation — you do not need to ask again.

Refunds are sent to the same bank account used for payment, within 7 working days of our decision to refund. If that account cannot receive the money, you can give us another account in your name.

Cases that are not refunded:

• Changing your mind or no longer wanting the invitation.
• The event being cancelled, postponed or rescheduled. If the time or venue changes, you can update those details yourself in your account.
• The design not meeting your aesthetic expectations.
• Incorrect content that you provided or entered.
• Not responding so that the invitation can be completed.
• Problems outside our system: your or your guests' connection, browser or device.

Overpayments and duplicate transfers are not covered by this section. Returning money we received in excess is not a refund, and it is always returned — see section 5.

A refund ends the transaction for that invitation: once refunded, you may no longer use the refunded invitation.

Publishing this process does not limit your rights under consumer protection law.

If you believe you were charged incorrectly, contact us before opening a dispute with your bank — we keep full transaction logs for reconciliation and can usually resolve it faster.

The formal complaint process is in the Complaints and dispute resolution section of our Terms of Service.

Questions about payment, reconciliation or refunds can be sent to Keemori's support email or Facebook Messenger.

• Emailhotro@keemori.com