Contents
The short version
- Try before you buy — free. The 7-day Preview Week costs nothing and needs no card.
- Before we start building: full refund, minus payment-processing fees.
- After building starts: refunds are prorated against work completed.
- After you approve launch: the build portion is earned and non-refundable; unused service months may be partially refundable.
- We fix problems first. If a deliverable doesn't match what was promised, we make it right at no cost.
1. Preview Week
No payment is collected, so there is nothing to refund. Preview drafts remain Soulvaya's property and may be removed after the trial.
2. Assessment & Consultations
The AI Readiness Assessment is free. Paid consulting (if agreed in writing) is billed for time delivered and is non-refundable once the session occurs.
3. Annual Partnership
Your year has a Build component (website + Command Center setup) and a Service Term (hosting, AI features, automations, support).
| Stage | Refund |
|---|---|
| Purchased; onboarding brief not yet submitted; build not started | 100% minus non-recoverable processing fees |
| Onboarding submitted; build in progress; first review draft not yet delivered | 75% [confirm] |
| First review draft delivered; launch not yet approved | 50% [confirm] — covers build labor, AI compute, third-party setup already spent |
| Launch approved (site published/approved) | Build earned & non-refundable; remaining full unused Service-Term months refundable at a prorated [$250/mo] rate, less committed third-party costs |
| Renewal years | Prorated by full unused months, same basis |
Two-payment plan: the first installment follows the Build stages; the second (due at launch approval) is charged only for a launch you approved and is non-refundable once live, except the prorated Service-Term portion.
4. Listing Launch & Fixed-Scope Packages
Before work begins: 100% minus processing fees. After work begins, before delivery: 50% [confirm]. After delivery: non-refundable; we correct defects at no charge. Monthly hosting ($29/mo): cancel anytime to stop future charges; the current month is non-refundable; we don't delete your hosted site until the paid period ends, and export is always available.
5. What Is Never Refundable
- Non-recoverable third-party costs (domains, carrier A2P fees, ad spend, processing fees).
- Work products you have approved — approval in the Command Center is acceptance.
- Requests based on business outcomes (revenue, bookings, rankings, followers). We sell a system and service, not guaranteed results.
- Engagements terminated for Terms violations (spam, unlawful content, chargeback fraud, abuse).
6. Make-It-Right Promise
If a deliverable is defective or materially fails to match its written description at time of purchase, tell us within 30 days of delivery and we will repair or redeliver at no cost. If we cannot make it right within a reasonable time, you receive a refund for that deliverable — independently of the schedules above.
7. How to Request
Email hello@soulvayalabs.com from your account email with your business name and order date. We acknowledge within 2 business days and decide within 10. Approved refunds return to the original payment method via Stripe within 5–10 business days.
8. Cancellations & Chargebacks
You may cancel at any stage; the schedule applies based on the stage at cancellation, plus the 14-day export/handoff. Please contact us before disputing a charge — chargebacks filed without first requesting a refund, for work already delivered and approved, will be contested with delivery evidence and may result in suspension during the dispute.
9. Changes
We may update this policy prospectively; the version in effect at your purchase date governs that purchase.