Payment, Cancellation & Refund Policy

1.1 Our Operating Company

Marriage Assistance PH is operated by Nexus Solutions Global Ltd., a private limited company registered in England and Wales, United Kingdom.

Company Registration Number: 17039233

Registered Office: 71–75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.

References to “we”, “us” and “our” mean Nexus Solutions Global Ltd. operating through the Marriage Assistance PH brand.

References to “you”, “your” and “client” mean the person or persons purchasing our services.

1.2 Services Covered

This Policy applies to our agreed marriage consultancy, preparation guidance, wedding organisation, ceremony coordination, post-marriage documentation and related professional services.

The specific services included in a booking are established by the accepted package and written contractual documents.

Certain travel, accommodation, flight or honeymoon arrangements may be governed by additional statutory provisions.

1.3 Applicable Legal Rights

This Policy is intended to operate under the law of England and Wales, subject to applicable mandatory consumer protection provisions and other relevant laws.

Where a particular transaction is governed by a different mandatory cancellation or refund regime, the relevant statutory provisions take precedence over any inconsistent policy term.

Nothing in this Policy excludes or restricts rights that cannot lawfully be excluded.

2.1 Price Disclosure

Before you become contractually bound, we will disclose the agreed package price, payment currency, principal inclusions, material exclusions and applicable payment arrangements.

The total price will include compulsory charges that can reasonably be calculated in advance.

Where a compulsory charge cannot reasonably be calculated beforehand, its calculation basis will be disclosed before booking.

2.2 Deposits, Advance Payments and Instalments

Depending on the selected package, payment may be required in full or through an agreed advance payment and instalment schedule.

The exact amounts and payment dates will be specified in your Booking Confirmation.

No single deposit percentage or payment schedule applies automatically to every package.

A deposit or advance payment is part of the contractual payment arrangement. Its receipt does not, by itself, make that amount permanently non-refundable.

2.3 What Our Professional Fees Cover

Our fees compensate us for the services and resources needed to deliver the purchased package.

Depending on the agreement, these may include:

• Reviewing the circumstances of the intended marriage.
• Assessing supplied information and documentation.
• Preparing the initial document checklist.
• Providing tailored preparation guidance.
• Coordinating with authorised solemnising officers.
• Planning wedding dates and ceremony arrangements.
• Communicating with venues, suppliers and other service providers.
• Organising and supervising the wedding.
• Managing post-marriage documentation coordination.
• Arranging permitted requests and collection of official records.
• Preparing and coordinating agreed document delivery.

These activities may be performed before the ceremony and may represent services of substantial value.

A service is not without value merely because the wedding ceremony has not yet taken place.

2.4 Additional Charges

Optional services or additional expenses require the client's express agreement where required by law.

We will not impose undisclosed optional charges.

Where an additional charge is proposed, we will explain its nature, amount or calculation basis before the client commits to it.

2.5 Payment Records

We will maintain appropriate records of payments received, amounts properly due and related contractual transactions.

Clients should retain their Booking Confirmation, payment confirmations and relevant correspondence.

2.6 Overdue Payments

Where a payment is properly due and remains unpaid, we may request payment and give appropriate notice.

If lawful and proportionate, we may suspend affected work that genuinely depends on receiving that payment.

However, suspension of work does not automatically suspend either contractual guarantee or extend an agreed deadline.

Any change to a guarantee must be supported by applicable law, the existing lawful contractual provisions or a valid agreed variation.

3.1 When Our Service Begins

The Service Commencement Date is the date on which Marriage Assistance PH first performs an activity under the accepted booking.

This may include contracted case assessment, document review, preparation guidance, scheduling, planning or other agreed professional work.

An initial enquiry, quotation, booking request or payment does not automatically constitute service commencement.

3.2 Planned and Actual Commencement

The Booking Confirmation will identify when contracted work is due to begin.

When the first contracted activity actually takes place, that date becomes the Service Commencement Date.

We will record and confirm the actual date in writing.

Written confirmation records the beginning of the service; it does not delay the start of either guarantee.

Where a statutory cancellation period applies, early service commencement must comply with the applicable express-request and information requirements.

3.3 Guarantees for Every Service Package

Every Marriage Assistance PH package includes the following two contractual guarantees:

Marriage Ceremony Guarantee — 15 Calendar Days

We guarantee that the marriage ceremony will take place within 15 calendar days from the Service Commencement Date.

Marriage Documentation Guarantee — 25 Working Days

We guarantee completion of the Covered Documentation within 25 working days from that same Service Commencement Date.

Both guarantees apply to Basic, High End and every other service package.

These are not guarantees reserved for premium packages.

3.4 One Common Starting Date

Both guarantee periods start when our first contracted service activity actually begins.

The 25-working-day documentation period does not begin again after the wedding ceremony.

The two guarantees are measured from the same date, using their respective calendar-day and working-day calculations.

3.5 Working-Day and Deadline Calculations

Before booking acceptance, we will disclose the applicable time zone, commencement-day counting convention, working-day definition, weekend treatment and public-holiday calendar.

The actual guarantee deadlines will be confirmed in writing once the Service Commencement Date is established.

These calculation rules must not be changed retrospectively to extend a deadline.

3.6 Covered Documentation

The 25-working-day guarantee applies to the marriage documents identified in the agreed Documentation Schedule.

Before booking acceptance, the schedule must specify each covered document, its issuing authority, required form or format, number of copies and completion requirement.

It must also clarify whether any PSA-issued certificate, apostille, authentication or translation is included.

Submitting a document request is not the same as completing the required official document.

3.7 Completion and Delivery

The Documentation Schedule must distinguish completion of covered documents from their physical delivery.

It will identify the delivery method, destination, relevant charges and delivery obligations.

Any separately agreed delivery deadline remains binding in accordance with the contract and applicable law.

3.8 Legal Procedures

Our guarantees are contractual commitments made by Marriage Assistance PH.

They do not mean that government authorities guarantee particular processing times or decisions.

All applicable marriage-licence, registration, personal attendance and other legal requirements remain mandatory.

The involvement of an authority or third party does not automatically cancel or indefinitely extend our contractual guarantees.

4.1 How to Cancel

If you wish to cancel a booking, please notify our team through an available published contact channel as soon as possible.

A written message helps create an accurate record.

Where a statutory cancellation right applies, any legally sufficient clear statement communicating the decision to cancel will be accepted. Use of our model form is optional.

4.2 Cancellation Before Service Commencement

Where no contracted work has begun, any retention of a deposit or advance payment must have a lawful and fair contractual basis.

Payment alone does not prove that services have been supplied.

Any refund will be determined by the applicable cancellation rules.

4.3 Cancellation After Service Commencement

When a client cancels after the agreed service has actually begun, we may already have performed professional work or undertaken legitimate commitments.

Subject to the applicable legal rules, we may be entitled to retain payment for contracted services properly performed and to recover justified losses arising from the cancellation.

The entitlement depends on the legal basis of cancellation, the contract and the work or commitments involved.

Changing your mind does not automatically eliminate the value of professional services already properly supplied.

Nevertheless, beginning the service does not automatically make the entire unpaid or prepaid contract price payable without regard to the applicable law.

4.4 Cancellation After Arrangements Have Been Made

Wedding arrangements may involve suppliers, venues, personnel, accommodation, transport or other agreed services.

Where cancellation leads to a genuine and legally recoverable cost or loss, that amount may be taken into account under the applicable contract and law.

We will consider reasonable opportunities to reduce avoidable losses and recover payments where possible.

4.5 Cancellation After the Marriage Ceremony

Completion of the wedding ceremony does not necessarily mean that the entire purchased service has been completed.

Our agreed responsibilities may continue through documentation coordination and delivery.

If a client requests cancellation after the ceremony, the rights and obligations of both parties will be assessed in relation to the services already performed, outstanding responsibilities and applicable law.

4.6 Bookings for Two People

Where a booking covers two individuals, we may reasonably verify that a person requesting cancellation or a material change has the authority to give instructions affecting the booking.

Such verification will not be used to obstruct the exercise of an individual statutory right that lawfully applies.

5.1 Four Different Legal Circumstances

Cancellation and refund calculations depend on the legal reason for ending or changing a contract.

We distinguish between:

Ordinary Contractual Cancellation

A cancellation outside an applicable statutory cooling-off right, where any charge must be supported by the agreed terms, actual work, legally recoverable loss and applicable consumer law.

Statutory Cooling-Off Cancellation

Where the Consumer Contracts Regulations apply, any payment for early services must follow the relevant statutory proportionate-payment calculation, not an additional general cancellation penalty.

Failure by Marriage Assistance PH

Where a refund or other remedy arises because we have breached the contract or failed to meet a legal obligation, the relevant contractual and consumer remedies apply.

Regulated Package Travel Cancellation

Where the booking is governed by mandatory package travel legislation, the special termination, cancellation-charge and refund rules take precedence.

These four circumstances must not be treated as financially identical.

5.2 Professional Services Properly Performed

For ordinary contractual cancellations, we may claim or retain the value of contracted professional work properly performed where the contract and applicable law permit.

Relevant work may include case assessments, document reviews, preparation guidance, arrangements, communications and coordination.

We do not claim that every hour spent internally automatically becomes a separate customer charge.

The amount must be supported by the purchased services, agreed price or disclosed calculation basis, actual performance and applicable legal requirements.

5.3 Deposits and Advance Payments

A deposit or advance payment is not automatically forfeited whenever a booking is cancelled.

A retention must reflect an enforceable contractual right and an amount lawfully recoverable in the relevant circumstances.

An advance payment may be applied against lawful charges or refunded to the extent required.

Describing a payment as “non-refundable” does not, by itself, make an otherwise unfair deduction enforceable.

5.4 Ordinary Contractual Cancellation Charges

Where permitted, any contractual cancellation charge or calculation method will be disclosed before the client becomes bound.

Such a charge must be lawful, fair and supported by the circumstances.

Outside special statutory cancellation regimes, legally recoverable losses may, where appropriate, include the value of work properly performed, genuine commitments and losses arising from cancellation, subject to applicable contract law and consumer protection rules.

Any calculation will take account of relevant costs saved, amounts recovered and reasonable opportunities to reduce loss.

We will not claim the full price for unperformed services merely because that amount would otherwise have been payable, without a valid legal basis.

5.5 Statutory Cooling-Off Payment Calculation

Where regulation 36 of the Consumer Contracts Regulations applies, any payment due following cancellation during the statutory cancellation period will be calculated using the prescribed proportionate-payment rules.

The calculation is based on the agreed total contract price, or the relevant market value where the statutory provisions require that approach.

We will not add a separate contractual cancellation penalty, claim for unperformed services or unrelated future loss to that statutory calculation.

The consumer may owe no payment for services supplied during the cancellation period where the necessary information or valid early-commencement request was not provided.

5.6 Third-Party Costs and Commitments

Where the law and contract permit, authorised and genuinely non-recoverable third-party commitments may be taken into account when assessing an ordinary contractual cancellation.

We will distinguish amounts actually incurred from estimates or amounts that can reasonably be recovered.

A supplier payment is not automatically a final loss merely because we have already paid it.

5.7 No Double Recovery

We will not claim the same amount twice.

A service or supplier cost already accounted for in a retained payment will not also be charged as a separate loss.

Recovered supplier payments, credits and relevant cost savings will be reflected in the calculation where required.

5.8 Evidence Supporting Charges and Deductions

We will maintain proportionate records supporting amounts we retain or claim.

These may include:

• The contracted services purchased.
• Relevant customer instructions.
• The date and nature of professional work performed.
• The personnel or provider responsible.
• Agreed charges and calculation methods.
• Authorised supplier commitments and invoices.
• Recoveries, savings and cancellations.
• Payments received and deductions proposed.

Such records will be used to support lawful charges, refund calculations and responses to legitimate payment disputes.

5.9 Explanation of the Calculation

Where a refund is due or a lawful deduction is proposed, we will explain the relevant calculation.

We will not impose charges lacking a proper factual or legal basis.

6.1 The 14-Day Cooling-Off Period

Where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply to an eligible distance or off-premises consumer service contract, the consumer generally has a cancellation period ending 14 days after the day the contract was entered into.

This applies only where the legal requirements are met and no relevant statutory exception applies.

The statutory cancellation period is separate from our 15-calendar-day and 25-working-day contractual guarantees.

6.2 Pre-Contract Information

Where the statutory cancellation right applies, we will provide the legally required cancellation instructions, model cancellation form and information about the financial consequences of requesting early performance.

Any required contractual confirmation and cancellation information will be supplied on a durable medium within the applicable legal timeframe and before service performance begins where required.

6.3 Requesting Early Commencement

A client may wish us to begin providing services during an applicable statutory cancellation period.

Where the law requires an express request, we will obtain that request before starting work.

For off-premises contracts, the request will be recorded on a durable medium as required.

General acceptance of these Terms is not automatically a request to begin during the cancellation period.

6.4 Cancellation After an Early Start

If a consumer exercises a valid statutory cancellation right after expressly requesting early commencement, the statutory rules determine whether a proportionate payment is due for the service supplied before cancellation.

The existence and amount of that payment depend on compliance with the relevant information, request and proportionality requirements.

We will not treat an early-start request as an automatic waiver of all cancellation rights.

6.5 Full Performance

Where legally applicable, the statutory cancellation right may cease after the contracted service has been fully performed, provided the necessary express request and acknowledgement requirements have been satisfied.

Full performance means completion of the contracted service as a whole.

Completing an initial assessment, document checklist or preparation stage does not fully perform a booking that also includes the wedding ceremony, post-marriage documentation and delivery.

6.6 Statutory Exceptions

Certain specific-date accommodation, catering and leisure services may fall within statutory cancellation exceptions.

However, the fact that our services involve a wedding date does not automatically exempt every consultancy, organisation and documentation service from the statutory cancellation regime.

Any applicable exception will be assessed by reference to the actual services and legal requirements.

6.7 How to Exercise Statutory Cancellation

Where a statutory cancellation right exists, the consumer may use our model cancellation form or send another clear statement of the decision to cancel.

It is sufficient to send the cancellation communication before the statutory cancellation period expires.

The cancellation does not depend on us reading or approving the communication before that deadline.

6.8 Model Cancellation Form

For applicable bookings, we will supply the appropriate cancellation information and optional model form with the required contractual documentation on a durable medium.

The form is also reproduced in Annex A of this Policy.

6.9 Statutory Cancellation Refunds

Where a refund is due following cancellation under the Consumer Contracts Regulations, we will reimburse the consumer without undue delay and within the applicable statutory period, generally no later than 14 days after being informed of the cancellation.

We will use the original payment method unless the consumer expressly agrees otherwise.

We will not charge a refund fee where prohibited by law.

Any lawful proportionate service payment will be dealt with in accordance with the relevant statutory provisions.

6.10 No Delay Due to Internal Review

Our review of the booking, performed work or relevant charges does not postpone an applicable statutory refund deadline.

A valid statutory cancellation is not dependent on our discretionary approval.

7.1 Agreed External Services

Depending on the selected package, we may arrange services involving authorised solemnising officers, venues, transport providers, accommodation operators or other suppliers.

The contract will identify the services purchased and their relevant payment arrangements.

7.2 Authorised Commitments

Where a third-party expense requires client approval, we will obtain the necessary authorisation before incurring it.

For an ordinary contractual cancellation, genuine, properly authorised and legally recoverable commitments may be considered in calculating a fair charge.

7.3 Refundable Supplier Payments

If a supplier payment can reasonably be recovered, cancelled or credited, that recovery will be considered in the lawful refund calculation.

We will not treat an amount as an unrecoverable loss where it has been recovered or where reasonable steps should reduce the loss.

7.4 Supplier Payment Records

We will maintain records appropriate to the supplier arrangements, including relevant authorisations, commitments, payments, cancellations and recoveries.

7.5 Supplier Delays and Statutory Refunds

Where a refund is legally due to a client, we will not postpone the applicable statutory deadline merely because we are awaiting reimbursement from a supplier.

Our rights against a supplier and our obligations towards the client are separate matters.

8.1 Changes Requested by Clients

Clients may request changes to dates, locations or service arrangements.

We will review the request in light of the contracted services, relevant legal requirements, existing arrangements and any genuine supplier commitments.

Where a change requires a different price or a material contractual variation, the relevant terms will be explained and agreed as required by law.

8.2 Initial Documents and Accurate Information

Clients must obtain and prepare the initial documents identified in our checklist.

They must provide accurate information regarding identity, nationality, age, marital history and other matters affecting their legal capacity to marry.

Materially false information, missing documents or undisclosed legal restrictions may affect the ability to proceed lawfully.

8.3 Mandatory Personal Participation

Clients remain responsible for personal appearances, declarations, signatures and consent wherever required by Philippine law.

Our team coordinates the agreed arrangements but does not replace those personal legal obligations.

8.4 Difficulties Caused by Clients

If inaccurate information, missing documents, non-attendance or another material issue prevents an activity from proceeding, we may request corrective action or consider lawful alternatives.

Where justified, affected work may be suspended.

Such a suspension does not automatically stop our two guarantee periods or remove statutory consumer rights.

8.5 Serious Breaches and Unlawful Requests

We may refuse, suspend or terminate affected services where there is a legitimate reason, such as fraudulent documents, serious contractual breach or an unlawful request.

Any resulting fee or refund entitlement will be assessed under the agreed contract and applicable law.

8.6 Exceptional Events

Where a serious event outside reasonable control materially affects a booking, we will communicate the circumstances and consider lawful alternatives.

Such an event does not automatically cancel our guarantees or entitle us to retain every payment.

Any contractual consequences must be assessed under the applicable law and agreement.

9.1 Guarantees Across All Packages

Every Marriage Assistance PH package includes:

• A marriage ceremony within 15 calendar days.
• Completion of Covered Documentation within 25 working days.

Both periods start on the date of the first actual contracted service activity.

The documentation period does not restart after the marriage ceremony.

9.2 Failure to Meet a Guaranteed Deadline

Where a guaranteed deadline is missed without a lawful agreed variation, this will be assessed as a failure to meet the relevant contractual commitment.

Any expressly agreed guarantee remedy applies alongside the mandatory remedies available under applicable law.

We will examine the relevant records and the specific contractual responsibilities involved.

9.3 Official and Third-Party Processes

An Official Authority remains independently responsible for its statutory decisions and functions.

However, involvement of an authority, solemnising officer, supplier or other third party does not automatically excuse our own breach of contract or make our guarantees unenforceable.

9.4 Remedies for Our Breach

Where we fail to perform a contracted service properly or meet a binding contractual commitment, the client retains the remedies available under the relevant law.

These may include repeat performance, an appropriate price reduction, a refund or another lawful remedy, depending on the circumstances.

9.5 Refunds Under the Consumer Rights Act 2015

Where a refund is due under section 56 of the Consumer Rights Act 2015, it will be made without undue delay and within 14 days beginning with the day on which we agree that the consumer is entitled to it.

The refund will use the original payment method unless the consumer expressly agrees otherwise.

No refund fee will be imposed.

This provision does not replace different statutory time limits applicable to other forms of cancellation or refund.

9.6 No Improper Cancellation Charge for Our Breach

Where a refund or remedy results from our breach, we will not apply an ordinary customer change-of-mind cancellation charge in a way that unlawfully reduces that remedy.

10.1 Travel-Related Arrangements

Some Marriage Assistance PH packages or optional services may include accommodation, flights, transport, honeymoon services or related travel arrangements.

The actual contractual structure determines which regulatory requirements apply.

10.2 Identification of Regulated Travel Services

Before accepting a booking requiring regulated travel protection, we will identify the responsible organiser, our contractual role and the financial protection that actually applies.

We will provide the pre-contract information and booking terms required by the applicable legislation.

10.3 Package Travel Rules

Where a booking is a regulated package under the Package Travel and Linked Travel Arrangements Regulations 2018, the relevant statutory rights and obligations apply.

The fact that arrangements are described as consultancy or coordination does not, by itself, remove statutory organiser responsibilities.

10.4 Termination Charges for Regulated Packages

Where the applicable package travel legislation permits a termination fee, it must be appropriate and justifiable under that legislation.

The relevant calculation may require consideration of costs saved and income obtained through alternative deployment of travel services.

Where the legislation gives a traveller a right to terminate without paying a termination fee, that right will be respected.

10.5 Regulated Travel Refunds

Where a refund is required following a termination covered by the relevant provisions of the 2018 Package Travel Regulations, reimbursement will be made without undue delay and within the applicable statutory timeframe.

For the relevant package termination provisions, the deadline is generally 14 days after termination of the package travel contract.

10.6 Financial Protection and ATOL

Where flight-inclusive arrangements or other travel services require ATOL authorisation, financial protection or another regulatory arrangement, the applicable requirements must be satisfied before the regulated service is sold.

We do not claim to hold an ATOL licence or provide financial protection unless the relevant status has been established.

10.7 Priority of Travel Legislation

Mandatory package travel and linked travel arrangement provisions take precedence over inconsistent general consultancy cancellation terms.

The legal rules in force at the time relevant to the booking will be applied, including any applicable transitional provisions.

11.1 Requesting a Refund

Clients may contact us using a published contact channel and provide relevant booking information.

Where the law grants a right to cancel without giving a reason, no reason is required.

11.2 Our Review

We may review the contract, payment records, work performed, client instructions and supplier commitments.

Where a deduction is proposed, we will explain the basis and retain appropriate supporting records.

A lawful statutory refund will not be delayed merely because an internal review remains ongoing.

11.3 Card Disputes and Chargebacks

Clients retain any lawful rights to raise concerns with their bank, card issuer or payment provider.

We may respond to legitimate payment disputes using accurate evidence of the booking, payments, services performed, communications and lawful charges.

We will not knowingly misstate the status or value of the services delivered.

11.4 Good-Faith Resolution

We aim to resolve disputes through clear communication and proper consideration of the facts, contract and applicable legal rights.

Using our internal complaint process does not prevent a client from seeking an independent legal remedy.

12.1 Consumer Protection

This Policy is intended to be consistent with applicable consumer protection law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 where relevant.

12.2 Mandatory Rights

Nothing in this Policy excludes or restricts:

• The right to services performed with reasonable care and skill.
• Binding service descriptions and contractual guarantees.
• Applicable statutory cancellation rights.
• Mandatory refunds and other consumer remedies.
• Rights and liabilities that cannot legally be excluded.

12.3 Governing Law

This Policy is governed by the law of England and Wales, subject to any mandatory legal rules applicable to the particular client or transaction.

Philippine law remains applicable to marriage eligibility, solemnisation, civil registration and other official marriage procedures.

12.4 Version Control and Updates

We may update the website version of this Policy for future bookings as appropriate.

The effective date and version applicable to a booking will be recorded and retained with the contractual documentation.

A later website update will not retrospectively remove an existing contractual right or guarantee without a lawful basis and any consent required by law.

Marriage Assistance PH — Philippines

Telephone: +63 906 450 3921

General Enquiries: hello@marriageassistantph.com

Customer Support: support@marriageassistantph.com

WhatsApp: Chat with Marriage Assistance PH

Nexus Solutions Global Ltd. — United Kingdom

Company Name: Nexus Solutions Global Ltd.

Company Registration Number: 17039233

Registered in: England and Wales, United Kingdom

Registered Office: 71–75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ

Corporate Telephone: +44 751 341 5218

Corporate Email: support@nexussolutionsglobal.com

WhatsApp: Chat with Nexus Solutions Global

Website: Nexus Solutions Global website

Website enquiry forms are currently unavailable.

Please use the published telephone, WhatsApp or email contact details. Cancellation and refund notices may also be sent to our registered office.