Soulink Refund and Cancellation Policy

Version 1.0 — November 2025
Effective Date: November 2025
Operator: PROMISOR GRUP DOOEL, Skopje, Republic of North Macedonia

1. Overview

This Refund and Cancellation Policy explains how refunds and cancellations are handled for purchases made on Soulink, including subscriptions, credits, and session add-ons. Soulink operates globally, and this policy applies to all users, regardless of country of residence. Regional rights under local consumer laws are respected in addition to the rules set out below.

2. General Principles

• Soulink provides digital, on-demand AI-based wellness sessions that begin immediately once started.
• Because services are delivered in real time, refunds are limited to specific circumstances listed below.
• All refund processing complies with the EU General Data Protection Regulation (GDPR) and relevant consumer protection laws (including UK, US, Canadian, and Australian regulations).

3. Subscription Cancellation

• You can cancel your subscription anytime from your Account → Billing → Manage Subscription page.
• Cancellation stops future billing but does not automatically refund the current period.
• You will continue to have access to Soulink until the end of the paid period.
• For payments made via Stripe or App Store/Google Play, cancellation terms are also governed by the respective platform's policies.

4. Refund Eligibility

Refunds are granted only under the following conditions:

1. Duplicate payment — You were charged twice for the same service.
2. Service error — You paid for a session but could not access or start it due to a verified system fault.
3. Unauthorized transaction — Your payment provider confirms fraudulent use.

Refunds are not available for:

• Used sessions (text or voice).
• Dissatisfaction with AI personality, style, or depth of insight.
• Partial use of a subscription period.
• Voluntary account closure or inactivity.

5. Regional Rights

EU/EEA and UK Users:

EU/EEA and UK Users: You may have a 14-day withdrawal right for digital purchases. Where you request immediate access/performance during the withdrawal period and acknowledge that you will lose the withdrawal right once performance begins, the withdrawal right may be waived for that digital service/content once delivery/performance starts.

United States and Canada:

Refunds follow Federal Trade Commission (FTC) and Competition Bureau fair practice standards. Refunds may be granted for technical faults or double billing but not for completed or consumed digital services.

Australia:

Consumers are protected under the Australian Consumer Law (ACL). Refunds are granted if the product or service is not delivered as promised or is substantially defective.

Other Regions:

Soulink will honor any additional refund or consumer protection rights required by your local law, provided eligibility conditions are met.

6. How to Request a Refund

To request a refund, contact support@soulinkapp.com with:

• Subject: "Refund Request"
• Your registered email
• Payment ID or transaction reference
• Brief explanation of the issue

We respond within 5 business days and, if approved, process refunds within 7–10 business days via the original payment method.

7. Annual, Promotional, and Add-On Purchases

• Annual plans: Refundable within 14 days of purchase if no sessions were used.
• Promotional or discounted plans: Non-refundable once activated.
• On-demand credit top-ups: Non-refundable once credited.

8. Data Deletion After Refund or Cancellation

When a refund or cancellation leads to account closure:

• Deletion requests remove account data and Content from active systems promptly. Residual copies may persist in encrypted backups until they cycle out (up to 90 days), unless we are legally required to retain specific records longer (e.g., tax/accounting).
• Minimal payment records may be retained for tax and accounting compliance.

9. Contact Information

PROMISOR GRUP DOOEL
Attn: Refunds & Billing Support
Email: support@soulinkapp.com
Address: Ul. Sopište, Street 2, No. 2, Gorno Sonje, Skopje, Republic of North Macedonia

10. Updates

We may update this policy to reflect new laws or service changes. The newest version will always be available at soulinkapp.com/legal/refund and include a visible "Last Updated" date.