Refund & Cancellation Policy

Three things worth knowing before the detail:

• Chatting with every companion is free. You only pay if you choose VIP.
• You can cancel at any time in a few clicks, and you keep VIP until the end of the period you already paid for.
• Your first VIP purchase is covered by a 14-day refund window, and duplicate or unauthorised charges are always refunded in full.

SoulChat VIP is sold as a recurring subscription. The available plans, their prices and the billing period are shown on the pricing page and again at checkout before you confirm any payment. All prices are in US dollars.

Payments made on our website are processed by our payment partner acting as merchant of record. The charge on your statement will usually show that partner’s name rather than SoulChat, and a receipt is emailed to you for every payment.

Purchases made inside the iOS app are billed by Apple. Purchases made inside the Android app are billed by Google Play, or — for the direct download version — through the payment method shown at checkout. Those purchases follow the billing rules of that store or payment method.

Cancelling stops all future charges. Use the step that matches where you subscribed:

• Website: sign in, open your account, choose Membership, then Cancel subscription. The cancellation takes effect immediately and nothing further is charged.
• iOS app: open Settings on your iPhone, tap your name, then Subscriptions, select SoulChat, then Cancel Subscription.
• Android app: open Google Play, tap your profile, then Payments & subscriptions, then Subscriptions, select SoulChat, then Cancel.
• If you cannot find the option, email us and we will cancel it for you.
• After cancelling you keep VIP access until the end of the period you already paid for. Periods that have already started are not pro-rated or partially refunded, except where section 4 applies.

We refund in the following cases:

First purchase within 14 days: if this is your first VIP subscription and you ask within 14 days of the charge, we refund it in full, no questions asked. Please cancel first so the subscription does not renew.

Duplicate or unauthorised charge: if you were charged twice for the same period, or you did not authorise the payment, we refund the affected charge in full. Tell us as soon as you notice.

Paid but no access: if a payment succeeded and VIP was never activated on your account, we will activate it or refund it, whichever you prefer.

Extended outage: if a technical failure on our side stops you using the service for a significant part of a paid period, contact us and we will put it right.

Outside these cases, a subscription period that has already started is not refundable, and we do not refund because the service went unused or a cancellation was forgotten. You can cancel at any time to stop future charges.

If you live in the European Economic Area, the United Kingdom, or another jurisdiction with a statutory cooling-off period, you may have a legal right to withdraw from a digital purchase within 14 days. Where that right applies it is in addition to this policy, and nothing here limits it.

Because VIP access begins immediately after payment, some laws treat the withdrawal right as ending once delivery has started with your consent. We do not rely on that exception for first purchases: the 14-day refund in section 4 applies whether or not you have used the service.

Purchases completed through the Apple App Store or Google Play are billed and refunded by that store, not by us, and we cannot reverse a charge on your Apple or Google account. Request the refund from the store first; if it is declined, email us and we will help where we can.

Email us with the following so we can locate the payment quickly:

• The email address on your SoulChat account.
• The date and amount of the charge, and the last four digits of the card if you paid by card.
• The order or transaction ID from your receipt, if you have it.
• A short note on what went wrong, so we can fix the underlying issue.
• We reply within 3 business days. Approved refunds go back to the original payment method and usually appear within 5 to 10 business days, depending on your bank or card issuer.

If a charge looks wrong, please contact us before asking your bank to reverse it. A chargeback takes far longer than a refund and can suspend your account while it is investigated. Most billing questions are resolved the same day.

Payments are not refunded where an account was closed for a serious breach of our Terms of Service, including child sexual abuse material, non-consensual intimate imagery, or payment fraud. This does not affect refunds owed for unauthorised charges.

We may update this policy as our payment options change. The date at the top of this page shows the current version, and material changes apply from the date they are posted.

Questions about a charge, a cancellation, or this policy: [email protected]