Dear Halyna,
We are sorry to hear that you were disappointed with your experience.
However, we cannot agree with the statements that you did not receive support or that the services provided within your purchased package were unprofessional.
Within your Comfort package, the following services were provided by our agency:
- An online interview was conducted on 15 April 2026.
- Your profile was prepared and professionally translated into both English and Italian.
- Your photos were reviewed and selected for presentation.
- Your profile was created and published on our website.
- Technical support for your profile was provided.
On 20 April, matchmaker contacted you, introduced herself, and explained the next steps of the process.
When you contacted us on 5 May, you received a response on 8 May.
On 28 May, we informed all female clients through our official Telegram channel about updated company procedures and the transition to centralized communication via email.
On 16 June, after you contacted us via WhatsApp, you received an automatic reply directing you to our official communication channel. Your matchmaker also sent you the same information personally. After that, we did not receive any emails from you through our official support email address.
Your matchmaker suggested upgrading your package because she understood that you were looking for more frequent communication and personal support. However, these services are not included in the Comfort package you purchased. The recommendation was made based on your expressed needs, not as a condition for continuing our cooperation.
When you contacted us again on 11 July, matchmaker offered the profile update included in your package (profile information, photos, and search criteria) and explained the differences between the Comfort package and the packages that include ongoing personal support and more frequent communication.
Therefore, your inquiries were not ignored.
The Comfort package does not include a dedicated matchmaker, regular consultations, ongoing personal communication, or monthly progress reports.
The package includes:
- profile preparation and publication;
- technical profile support;
- search criteria analysis;
- one profile update every three months;
- compatibility analysis with potential candidates;
- organization of an introduction when there is mutual interest from both parties.
Video introductions and contact exchanges are not guaranteed. They can only take place when both the man and the woman express mutual interest. The absence of mutual interest during a certain period does not mean that the agency has failed to provide the agreed services or fulfill its contractual obligations.
Information about our higher-tier packages was provided to explain the differences between our service levels. It was never presented as a requirement for us to continue working with you or as a replacement for the services included in your Comfort package.
Our agency has always remained committed to fulfilling all obligations included in your Comfort package throughout its validity period.
We genuinely wish you all the best and success in your future journey.
Kind regards,
Founders of MILANA Matchmaking Agency
