Soula

Legal

Refund and Cancellation Policy

Soula+ subscriptions and Boosts are billed by Apple and Google, so refunds are processed by them under their own policies. This page explains exactly what is refundable, what is not, how to cancel, and how to get help from us.

Last updated: 27 July 2026

The short version

  • Soula+ subscriptions and Boosts are in-app purchases. Apple or Google takes the payment, not Soula.
  • Because of that, a refund is requested from the store that billed you. We cannot reverse a store-billed charge ourselves.
  • Cancelling stops the next renewal. It does not refund the period you have already paid for, and your paid features stay on until that period ends.
  • Boosts are not refundable once the visibility period has started, because the benefit has already been delivered.
  • If something looks wrong on your bill, email billing@soulalove.com. We reply within 2 business days and we will help you put the store request together.
  • Nothing on this page removes rights you have under the consumer law where you live.

Who takes your payment

Soula is operated by [Soula Technologies Ltd.], registered at [registered address], company number [company number].

Paid membership is branded Soula+ and is sold in two tiers, Soula Pro and Soula Premium. Every paid feature and every Boost is sold as an in-app purchase, billed by Apple on the App Store or by Google on Google Play. You never give card details to Soula. We do not see or store your card number, and we cannot charge you directly.

We use a service called RevenueCat to keep track of which tier is active on your account. RevenueCat receives purchase receipts from Apple and Google so the app knows what to unlock. It does not receive or process payment card details either.

The practical consequence is simple and worth stating plainly: the money went to Apple or Google, so Apple or Google has to send it back. What we can do is investigate, explain the charge, confirm to the store in writing what happened, and stay with you until it is resolved.

How to request a refund

Find out which store billed you first. If you bought on an iPhone or iPad, that is Apple. If you bought on an Android phone or tablet, that is Google. Your receipt email will confirm it.

Apple (App Store)

  1. Go to reportaproblem.apple.com and sign in with the Apple Account used for the purchase.
  2. Choose Request a refund, then pick the reason that fits best.
  3. Select the Soula purchase from the list and submit.
  4. Apple reviews the request and emails you a decision, usually within 48 hours but sometimes longer.

Google (Google Play)

  1. Open your order history at play.google.com/store/account/order-history with the Google account used for the purchase.
  2. Find the Soula purchase, select Request a refund or Report a problem, and complete the form.
  3. If the purchase is outside Google’s self-service refund window, use the refund form in the Google Play Help Centre instead.
  4. Google emails you a decision, usually within a few business days.

Both stores decide refunds under their own policies, and those policies can change without notice to us. A decision from Apple or Google is theirs, not ours, and we cannot overturn a refusal. We can, and will, write to the store to confirm the facts of your case if that helps.

What is and is not refundable

Subscriptions

  • A subscription period that has already started is not refunded in part. If you cancel on day 20 of a month you have paid for, you keep Soula+ until day 30 and you are not charged again. There is no pro-rata refund for the 10 unused days.
  • Periods you did not use are not refundable on that basis alone. If a renewal went through and you simply did not open the app, that is not, by itself, a ground for a refund, though it is often a good reason to ask Apple or Google for a goodwill decision, and we are happy to support that request.
  • Duplicate charges, charges after a confirmed cancellation, and charges for a tier you never received are always worth reporting. Email us and we will investigate the receipt and the entitlement record with you.

Boosts and other one-off purchases

Boost ($1.99 for 30 minutes), Spotlight ($3.99 for 2 hours) and Priority Profile ($6.99 for 24 hours) are one-off consumable purchases, not subscriptions. They are delivered immediately and are used up as soon as the visibility period starts. Once that clock is running, the thing you bought has been supplied in full, so it is not refundable.

If a Boost failed to run at all because of a fault on our side, that is different. Tell us and we will either re-issue the Boost or support a refund request to the store.

Prices

All prices on this site are indicative placeholders. Soula Pro is indicatively $14.99 per month or $119.99 per year, and Soula Premium is indicatively $29.99 per month or $239.99 per year. The exact price, currency and billing period are always shown in the app on the purchase screen before you pay, in your local currency, and they may vary by region and by the tax that applies where you are. The in-app screen is the price that counts.

Your statutory rights

UK and EU: the 14-day right of withdrawal

If you are a consumer in the UK or the EU, you normally have 14 days to withdraw from a contract for digital services. That right is lost once supply of the service has begun with your express consent and your acknowledgement that you lose the right of withdrawal. With an app store subscription, access is granted the moment the purchase is confirmed, so in most cases the right has already been used up by the time the first session starts.

We are not going to hide behind that. If you have a valid statutory withdrawal request, we will honour it and we will pursue it with the store on your behalf. Write to billing@soulalove.com within 14 days of the purchase, say that you are exercising your right of withdrawal, and include the purchase details listed below.

Australia, the United States and elsewhere

Nothing in this policy excludes, restricts or modifies any right or guarantee you have that cannot be excluded by law. In Australia, our services come with consumer guarantees under the Australian Consumer Law that cannot be contracted out of. Several US states, including California, give subscribers specific cancellation and renewal-notice rights. If the law where you live gives you a stronger remedy than this policy, that law wins.

Our goodwill 48-hour review

Separately from anything the law requires, we offer a goodwill cooling-off review for a first-time subscription purchase. If you bought Soula+ for the first time and it is not right for you, email billing@soulalove.com within 48 hours of the charge and we will review it and back a refund request to the store.

Two honest caveats. This applies to a first subscription purchase only, not to renewals or Boosts. And because the store holds the money, the final decision still sits with Apple or Google. Our support of the request carries weight, but it is not a guarantee.

Cancelling is not the same as refunding

Cancelling stops future renewals. It does not refund the current period, it does not delete your account, and deleting the Soula app from your phone does not cancel anything. If you want your account gone as well, cancel the subscription first, then follow Data and Account Deletion.

Cancel on iPhone or iPad

  1. Open the Settings app.
  2. Tap your name at the top.
  3. Tap Subscriptions.
  4. Select Soula.
  5. Tap Cancel Subscription and confirm.

You can also manage it at apps.apple.com/account/subscriptions.

Cancel on Android

  1. Open the Google Play Store app.
  2. Tap your profile icon at the top right.
  3. Tap Payments & subscriptions, then Subscriptions.
  4. Select Soula.
  5. Tap Cancel subscription and follow the prompts.

You can also manage it at play.google.com/store/account/subscriptions.

Cancel at least 24 hours before the end of the current period, because the store charges the renewal within the final 24 hours. Full detail on renewal timing sits in the Subscription Terms.

If we end your account

If we permanently remove an account for a serious breach of the Community Guidelines or the Terms of Service, such as harassment, threats, fraud, impersonation, or any conduct that puts another member at risk, remaining paid time is not refunded. We take that step to protect people, and we do not fund it out of the safety of others.

If we end or suspend a subscription for reasons unrelated to your conduct, for example we withdraw a tier, stop operating in your country, or make a mistake, we will arrange a pro-rata refund of the unused paid time through the relevant store and tell you what we have asked for.

Chargebacks

Please talk to us before asking your bank to reverse a charge. Email billing@soulalove.com, and we will respond within 2 business days with a resolution target of 10 business days. Most billing problems are a receipt mismatch or a cancellation that did not save, and both are quicker to fix directly than through a bank dispute.

A chargeback raised without contacting us first may cause the account to lose access to purchases until the dispute is closed, because the store withdraws the entitlement automatically. We will restore access as soon as the store confirms the outcome.

How to ask us for help with billing

Write to billing@soulalove.com from the email address on your Soula account and include:

  • which store billed you, Apple or Google;
  • the date of the purchase or renewal;
  • the order or transaction ID from your store receipt;
  • the amount and currency charged;
  • the email address on your Soula account;
  • a short description of what you expected and what happened instead.

What to expect from us: an acknowledgement within 2 business days, a substantive answer or a clear explanation of the next step within 10 business days, and no repeated requests for information you have already given. If a matter takes longer, we will tell you why and how long it needs.

Changes to this policy

We update this page when our products, prices or the app stores’ rules change. Material changes are announced in the app or by email before they take effect, and the date at the top of this page always shows the current version.

Billing disputes: billing@soulalove.com. General help: support@soulalove.com. Safety concerns: safety@soulalove.com. Legal notices: legal@soulalove.com.