When you can get your money back, how cancelling works, and how to ask.
Last updated: 25 October 2026.
Elarove sells prepaid online memberships and services for people looking to marry: Silver, Gold and Platinum memberships, matchmaker video consultations and visa services. This policy explains when a payment is refunded and how to ask for it. It is part of our Terms & Conditions.
Every membership is a prepaid pack for one month or three months. It never renews on its own, so there is no subscription to cancel and no automatic charge. We message you five days before a pack ends, and you decide whether to buy the next one.
Once a membership has started it is not refunded, in full or in part, except in the cases below.
If you pay and your profile is then rejected at verification, you receive a full refund of that payment.
If an account is closed because its owner broke our Terms & Conditions (for example a fake profile or harassment), the payment is not refunded.
If you were charged twice for the same purchase, or charged without your membership or service being activated, we refund the extra or failed amount in full once the payment provider has confirmed it.
If we cancel a visa service before the consultant has started work, you receive a full refund. Once work on your case has started (for example the consultation call has taken place or your documents have been reviewed), the fee for that plan is not refunded.
Government and embassy fees are paid by you directly to the authority. Elarove does not collect them and cannot refund them.
If the matchmaker has to cancel a booked call and you do not want a new time, you receive a full refund. If you cannot attend, tell us before the call and we will offer another time.
Email hello@elarove.com, or use the contact details at the end of this page, with the email address of your Elarove account, the date and amount of the payment, the payment reference or transaction ID, and the reason.
We reply within two working days and tell you whether the refund is approved.
Approved refunds go back to the original payment method: the same card, JazzCash or Easypaisa account, or bank account. We send them within 14 working days of approval; your bank or wallet may take a few more days to show them.
Refunds are made in the currency and for the amount you paid.
