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Refund & Cancellation Policy

Last updated: August 1, 2026

1. Introduction

This Refund & Cancellation Policy (“Policy”) explains how refunds, cancellations, chargebacks, subscriptions, and payment-related matters are handled on Soulzaa (“Soulzaa”, “we”, “our”, or “us”). By purchasing or using any paid feature, Virtual Item, subscription, or digital service available on the Soulzaa Platform, you acknowledge that you have read, understood, and agree to this Policy, our Terms & Conditions, Privacy Policy, and all other applicable Platform policies.

2. Digital Products

Soulzaa offers various digital products and services, including but not limited to:

  • Gold Coins
  • Soul Gems
  • Virtual Gifts
  • VIP Memberships
  • Premium Features
  • Creator-related digital services
  • Other digital content and services made available through the Platform These products are digital in nature and are generally delivered immediately after successful payment.

3. No Refund Policy

Except where required by applicable law, all purchases made on Soulzaa are final and non-refundable. Once payment has been successfully processed and the purchased digital item, feature, subscription, or service has been credited, activated, or otherwise made available to your account, it cannot be cancelled, exchanged, or refunded. This includes, but is not limited to:

  • Gold Coin purchases
  • Soul Gem purchases (if applicable)
  • Virtual Gifts sent to Creators
  • VIP Membership purchases
  • Premium Feature purchases
  • Subscription fees
  • Digital event purchases
  • Any other digital products or services offered through the Platform

4. Cancellation

Because digital products and services are delivered immediately after payment, purchases generally cannot be cancelled once payment has been successfully processed. Users are responsible for carefully reviewing their purchase before confirming payment.

5. Consumer Rights

Nothing in this Policy limits or excludes any rights or remedies that cannot be excluded under applicable consumer protection laws. Where applicable law requires Soulzaa to provide a refund, replacement, correction, or other remedy, we will comply with those legal obligations.

6. Accidental Purchases

Users are responsible for all purchases made through their account. Soulzaa is not responsible for purchases resulting from:

  • Shared devices
  • Shared accounts
  • Failure to protect account credentials
  • Failure to secure your device
  • Purchases made by family members or friends using your account
  • Incorrect recipient selection
  • Incorrect purchase selection
  • Failure to review purchase details before confirming payment
  • Unauthorized use caused by user negligence Users are responsible for maintaining appropriate security measures to protect their accounts.

7. Payment Errors

If your payment is successfully charged but the purchased digital item is not credited to your account due to a verified technical issue, please contact Soulzaa Support with:

  • Transaction ID
  • Payment receipt
  • Date and time of purchase
  • Registered account details After verification, which may take up to 7 business days, Soulzaa may, at its sole discretion:
  • Credit the purchased item to your account;
  • Restore access to the purchased service; or
  • Take any other appropriate corrective action.

8. Duplicate Transactions

If the same purchase is charged more than once due to a verified payment processing or technical error, Soulzaa will investigate the matter. Where a duplicate charge is confirmed, Soulzaa will take appropriate corrective action in accordance with applicable laws and payment provider procedures.

9. Payment Provider Policies

Payments processed through third-party payment providers, including but not limited to Google Play, Apple App Store, Razorpay, payment gateways, banks, or other authorised payment providers, may also be subject to their respective billing, refund, and payment policies. Where required by the applicable platform, users should contact the relevant payment provider directly regarding billing or refund requests. Soulzaa is not responsible for payment processing delays, banking delays, or payment provider policies beyond our reasonable control.

10. Chargebacks

Users should first contact Soulzaa Support regarding any payment issue before initiating a chargeback through their bank or payment provider. If a user initiates an unjustified chargeback after receiving Virtual Items or digital services, Soulzaa may, where legally permitted:

  • Suspend the user’s account;
  • Remove or reverse Virtual Items;
  • Recover outstanding amounts;
  • Restrict purchases;
  • Permanently terminate the account for repeated abuse;
  • Take any additional action permitted by applicable law. Chargeback abuse may also affect eligibility for future purchases or Creator participation.

11. Fraudulent Activity

Soulzaa reserves the right to investigate any suspected fraudulent, abusive, or unlawful payment activity. Where fraud, abuse, payment manipulation, chargeback fraud, stolen payment methods, or violations of Platform policies are detected, Soulzaa may take one or more of the following actions:

  • Suspend the account;
  • Permanently terminate the account;
  • Reverse Virtual Items where legally permitted;
  • Cancel pending settlements;
  • Restrict Platform features;
  • Report unlawful activity to the appropriate authorities where required by law.

12. Subscription Cancellation

If Soulzaa offers recurring subscriptions, including VIP Memberships or similar services:

  • Users may cancel future renewals at any time through the platform from which the subscription was purchased.
  • Cancellation only prevents future billing.
  • Cancellation does not automatically entitle the user to a refund.
  • Fees already paid for the current billing period remain non-refundable except where required by applicable law. Users who subscribe through Google Play or the Apple App Store should manage subscriptions through their respective account settings.

13. Virtual Items Already Used

Virtual Items, including Gold Coins, Soul Gems, Virtual Gifts, Premium Features, VIP Membership benefits, subscriptions, promotional rewards, bonus items, or other digital content that has been redeemed, consumed, transferred, activated, or used are not eligible for refunds, replacement, or exchange, except where required by applicable law.

14. Taxes and Currency

Prices displayed on the Platform may include or exclude applicable taxes depending on your country or region. Users are responsible for any taxes, duties, bank charges, foreign transaction fees, currency conversion fees, or other charges imposed by payment providers or financial institutions unless otherwise stated. Soulzaa is not responsible for exchange rate fluctuations or additional fees charged by banks or payment providers.

15. Service Availability

Temporary interruptions, maintenance, software updates, technical issues, internet connectivity problems, force majeure events, or circumstances beyond Soulzaa’s reasonable control do not automatically entitle users to refunds. Soulzaa will make reasonable efforts to restore services as quickly as practicable.

16. Policy Updates

Soulzaa reserves the right to revise or update this Refund & Cancellation Policy at any time. When material changes are made, we will:

  • Update the Last Updated date;
  • Publish the revised Policy on the Platform or official website; and
  • Notify users where required by applicable law. Continued use of the Platform after the updated Policy becomes effective constitutes acceptance of the revised Policy.

17. Contact Us

If you experience payment-related issues or have any questions regarding this Refund & Cancellation Policy, please contact Soulzaa through our official support channels. Customer SupportEmail:

Official Website

Please include your transaction details and registered account information when contacting us regarding payment issues to help us process your request efficiently.