Refund Policy

01In short

• Event cancelled at least 7 days before its start time and no guest has joined: full refund.
• Event cancelled less than 7 days before its start time, or after a guest has joined: no refund. As long as no guest has joined, you can still reschedule the event free of charge.
• Guests could not use the service during the event because of a fault in the Relivi system, reported within 7 days after the event ends and confirmed in our system logs: full refund.
• The free package for 5 guests and portfolio events given away by Relivi are not charged, so there is nothing to refund.

02Cancelling an event

• The 7 days are counted back from the event's start time, in the event time zone shown in the dashboard, to the moment we receive your request by email.
• A guest has joined once they open the event through its link or QR code and type a display name or choose to stay anonymous. A guest who only opens the event page without joining does not count.
• When these conditions are met, we refund the full amount you paid for that event, with no fees deducted.

03Rescheduling

As long as no guest has joined, you can change the date and time of the event yourself in the dashboard, free of charge, as many times as you need. The package you paid for carries over to the new date, and guest access and album storage are recalculated from the new end time.

If guests have already joined and the date has to change for reasons beyond your control, contact us at [email protected]. We will help where we can, but this does not create a right to a refund.

04Relivi system faults

You get a full refund if guests could not join, take photos or send them during the event hours because of a fault in the Relivi system, provided that:

• the fault is reported to us within 7 days after the event ends; and
• the fault is confirmed in our system logs.

Not a Relivi system fault: weak venue Wi-Fi or mobile signal, a guest's unsupported device or browser, camera or microphone permission denied on a guest's device, or reaching the guest limit or photo quota of the package you chose.

05Upgrades

• Payments for an upgrade (the price difference) follow the same rules in this policy, counted from the time the upgrade was bought.
• A package cannot be downgraded after it is paid for, so no difference is refunded when fewer guests join than the package allows.

06Deleting an event

Deleting an event from the dashboard is not a refund request and does not refund the payment by itself. If your event qualifies for a refund, request it before you delete the event, so we can check it.

07How to request a refund and how long it takes

• Email [email protected] from the address of the Google account you sign in to the dashboard with. Include the event name and date and the reason for your request.
• For a bank transfer or bank virtual account payment, include the bank name, account number and account holder's name. The account must be in the name of the person who placed the order.
• We reply to every request by email. Approved refunds are processed within 7 working days to the original payment method (GoPay or QRIS) or, for bank transfer and virtual account payments, to the bank account in the name of the person who placed the order. When the money shows up in your account or e-wallet depends on your bank or payment provider.
• An event refunded in full is deactivated: guests can no longer join or send.

08Your rights as a consumer

This policy does not limit your rights as a consumer under Law Number 8 of 1999 on Consumer Protection or other applicable regulations.

This policy is written in Indonesian and English. If the versions differ in meaning, the Indonesian version prevails.