Soulmate24 Legal
Refund Policy
This policy explains when the Soulmate24 operator returns money, how heart credits are treated, and how to request a refund for fictional content or access that was paid for but not delivered.
Sales by the platform operator
All subscriptions, hearts, access, and custom-media purchases are sold and fulfilled by Soulmate24. The service has no third-party sellers, seller balances, revenue-sharing accounts, withdrawals, or seller payouts.
A purchase does not create a payment relationship between the customer and a persona, employee, contractor, or third party. A fictional persona cannot receive money, own a balance, or acquire rights in a transaction.
Conversations may be generated, directed, reviewed, edited, or written by AI systems, authorized human operators, or a combination of both. This operating mode does not change the customer's payment relationship with Soulmate24.
When a monetary refund may be available
You may request a monetary refund when paid content or paid access is not delivered, a paid custom-media request is rejected or cancelled before delivery, a technical failure prevents delivery and we cannot provide a reasonable replacement, or a duplicate or incorrect charge occurs. We also review reports of unauthorized payments under the applicable payment-provider rules.
We normally do not refund content that has been delivered, opened, downloaded, or otherwise consumed, or a subscription period that has already been used, except where required by law or where the service was materially defective. Nothing in this policy limits mandatory consumer rights.
Hearts and undelivered custom content
When a custom-media request is rejected, cancelled, or fails before delivery, Soulmate24 restores the hearts charged for that request. This restoration corrects the in-platform balance; it is not, by itself, a monetary refund.
If the restored hearts came from a purchase made with money, you may also request a monetary review. We examine the relevant heart purchase and content request records. If a monetary refund is approved, we return the eligible amount through the original payment route and remove the corresponding paid hearts from the account so the same value is not provided twice.
- Promotional, registration, bonus, or complimentary hearts have no cash value and are not eligible for a monetary refund.
- A heart balance restoration does not waive an eligible claim for money paid for undelivered content.
- Where paid and promotional hearts were combined, we determine the eligible monetary amount from the available transaction records and explain the result.
How to request a refund
Email without undue delay and preferably within 30 days of the affected transaction. Use the subject "Refund request" and include the account email, purchase or payment reference, soulmate profile, custom-media request reference if applicable, amount, date, and a short explanation of what was not delivered.
Do not send a full card number, CVV, password, seed phrase, or private wallet key. We may ask for limited additional information needed to match the transaction, prevent fraud, confirm a crypto return address, or meet payment-provider and legal requirements.
- We aim to acknowledge a complete request within two business days and decide it without undue delay, normally within ten business days.
- If information is missing, the review period begins when we receive what is reasonably needed to assess the request.
- A refusal includes the principal reason and the available complaint route.
How approved refunds are paid
Approved card refunds are returned to the card used for the original purchase through the card payment provider. Soulmate24 does not substitute hearts or store credit unless you expressly choose that option and the law permits it. After we initiate or confirm a provider credit, the issuing bank may need additional time to post it.
Crypto transfers are irreversible and cannot be cancelled like card payments. An approved crypto refund is therefore handled as a separate return transfer to a verified compatible wallet address, normally in the original asset where operationally and legally possible. We disclose the return amount and any unavoidable network fee before sending it.
Support records each approved refund, the authorized payment operator completes the card-provider credit or verified wallet return, and Soulmate24 confirms completion using the provider record or transaction hash.
Subscriptions and cancellation
Cancelling a recurring card subscription stops future renewals and normally leaves access available until the current paid period ends. Cancellation is different from a refund. A refund for the current period may still be available where paid access was not delivered, the charge was duplicate or incorrect, or applicable law requires it.
Crypto subscription purchases provide the stated fixed access period and do not renew automatically. A new crypto payment is required for a later period.
Review, abuse prevention, and legal rights
We may refuse a request that is fraudulent, duplicates a completed refund, concerns value already delivered and consumed, or cannot be matched to the requester after reasonable checks. We may preserve relevant payment, delivery, account, and communication records for dispute handling and legal compliance.
You may challenge a refund decision through the Complaints, Takedown & Appeals Policy. You may also use rights available through your payment provider or applicable law. Contacting Soulmate24 first can help us resolve the issue faster but does not remove any non-waivable right.
Questions or reports
Contact Soulmate24
Send refund requests, policy questions, safety reports, complaints, and appeals to . Include the relevant purchase, payment, profile, content, or decision reference so we can review it efficiently.