1. Step 1 — Raise your complaint
Fill this in and you'll get a case reference number immediately. If your issue is about a specific booking, opening a dispute on the booking page instead gets your case in front of the right team fastest — a complaint here is for everything else, and for anything about us rather than a vendor.
Prefer email? Write to info@weddingwala.pk with the subject line Complaint — [your name / booking ID]. Either way we acknowledge 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.
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 aim to publish anonymised complaint statistics periodically as part of our trust commitments.
7. Contact
Email: info@weddingwala.pk. Visit Contact for phone and address.