Refund Policy

At Soulmate.com, we are committed to ensuring a harmonious balance between offering top-tier dating services and maintaining equitable practices. Our refund policy reflects this ethos, providing clarity and fairness to our esteemed members. Below is a comprehensive outline of our policy:

Overview of Refund Philosophy

• Non-Refundable Subscription ModelIn line with our objective to deliver uninterrupted, superior-quality services, subscription fees at Soulmate.com are generally non-refundable. This policy is foundational in supporting the continuous enhancement of our platform.

Guidelines for Exceptional Refund Requests

• We understand that certain circumstances may warrant exceptions to our general policy. Refunds requests will be handled on a case by case basis under the following conditions:
• Refund Eligibility Criteria
  • Medical Condition  If you or the member suffers from a medical condition that renders them unable to use the membership from the day of purchase or the start of the renewal period.
  • Death  If the member passes away and the membership was never used from the day of purchase or the start of the renewal period. In this case, an immediate relative, guardian, sibling, or parent must provide a death certificate proving their relation to the member.
  • Legal Requirement If a refund is mandated by local governmental or regulatory authority directives, we will comply with the applicable laws and issue the required refund.
  • Payment Processors If refund is required by our payment processing service providers (PSP), we will comply with their directives and issue the necessary refund.
  • Suspended Members In the event that a paid member is suspended due to a violation of our terms of service, soulmate.com will provide a partial refund for the unused portion of the member's paid subscription.
    • The partial refund will be calculated based on the number of days remaining in the membership period from the date of suspension to the end of the membership term.
    • To determine the amount of the partial refund, the following formula will be used:
      Partial Refund = (Number of Days Remaining / Total Number of Days in Membership Period) X Membership Fee Paid

Procedure for Requesting Refunds

• a) Submission of RequestTo request a refund under the specified exceptions, initiate your refund query by emailing us at  refund@soulmate.com
• Your email should include the following information:
• • For a medical condition, a medical certificate or a doctor's note detailing the condition.
  • In the case of death, a copy of the death certificate and proof of relation to the member from an immediate relative, guardian, sibling, or parent.
• b) All refund requests sent from email addresses that are not associated with or do not exist in the Soulmate.com database will be disregarded with the exception described below.
• If you have lost access to the email address registered with Soulmate.com, you must verify your account by including the following information in your request:
• - Account Number
  - Full Name on the account
  - Date of Purchase or Renewal
  
• Without this information, we will be unable to identify your account, and therefore, we will not be able to process your request.
• c) Requests must be submitted within 30 days of the purchase or renewal date. Requests submitted after this period will not be considered.

Consideration of External Services

When subscriptions are made via external platforms (like Apple App Store or Google Play Store), the billing is managed by these services. Refund policies of these platforms will apply accordingly.

Refund Processing

• If approved, refunds are processed using the original payment method. The process may take up to 15 business days.

Support and Queries

Should you need assistance or have questions regarding our refund policy, please contact our billing support team at billing@soulmate.com.  We are here to help and resolve any queries you may have.

Policy Updates

Soulmate.com reserves the right to amend the refund policy. Changes will be promptly communicated on our website. Regular review of our policy is advised to stay updated.

Your Consent

By subscribing to Soulmate.com, you acknowledge and agree to our refund policy. Our aim is to provide a fair and enjoyable experience, while ensuring the integrity and continuity of our platform.