Last updated: June, 5th 2026

This Refund, Cancellation & Service Delivery Policy explains how payments, subscriptions, cancellations, failed payments, refunds, and service access work for SoulBot Therapy and Soululu by SoulBot Therapy.

This policy applies to paid features, including Premium subscriptions offered through app.soulbottherapy.com.

1. Paid services

SoulBot Therapy may offer Free and Premium plans.

Premium may include higher limits or additional access to features such as:

• Soululu AI Companion messages
• tests and SoulMaps
• mood logs
• journal entries
• focus sessions
• weekly insights
• consent-based long-term AI memory
• dashboard features
• other Premium tools added over time

Current plan features, limits, and prices are shown in the app, pricing page, checkout page, or subscription flow.

2. Current Premium plan

The main Premium plan is currently expected to be:

₹299/month

A yearly plan, promotional plan, discounted plan, limited-time plan, or other pricing option may be introduced later. If available, the price and billing period will be shown before purchase.

3. Payment processor

Premium subscription payments are processed through Razorpay or another payment partner we may support in the future.

When you make a payment, your payment is subject to the payment partner’s own terms, policies, payment method rules, banking rules, and security checks.

SoulBot Therapy does not intentionally store full card numbers, CVV, UPI PINs, banking passwords, or complete payment credentials.

4. Subscription billing

By subscribing to Premium, you authorize the applicable payment partner to charge your selected payment method according to the plan shown at checkout.

Premium subscriptions may renew automatically unless cancelled before the next billing date.

You are responsible for checking:

• plan price
• billing period
• renewal terms
• feature limits
• payment method
• cancellation process
• refund rules

5. Service delivery

Premium is a digital service.

Access is generally delivered through your Soululu app account after successful payment confirmation.

Once payment is successful and Premium access is activated, the service is considered delivered, even if you do not use all available features or usage limits.

Unused messages, tests, SoulMaps, mood logs, journal entries, focus sessions, insights, memory refreshes, or other plan limits do not automatically roll over unless specifically stated in the app or plan details.

6. Cancellation

You may cancel your Premium subscription through the available app, Razorpay, payment, or support flow.

Cancellation stops future renewal charges.

Unless stated otherwise, cancellation does not immediately remove Premium access. You will generally continue to have Premium access until the end of the current paid billing period.

After the billing period ends, your account may return to the Free plan or lose access to Premium-only features.

7. No automatic prorated refunds

Cancelling a subscription does not automatically create a prorated refund for the remaining days of the billing period.

Because Premium is a digital subscription with instant access after payment, payments are generally non-refundable once Premium access is activated, except where required by law or approved by SoulBot Therapy under this policy.

8. Refund eligibility

Refunds may be considered in limited cases such as:

• verified duplicate charge
• payment taken but Premium access not activated
• technical issue that prevents Premium access and cannot reasonably be fixed
• billing error caused by SoulBot Therapy or the payment flow
• unauthorized charge reported promptly and verified after review
• any case where refund is required by applicable law

Refund approval is not automatic. Each request is reviewed based on account records, payment status, access logs, support history, and payment partner information where available.

9. Non-refundable cases

Refunds are generally not provided for:

• change of mind after purchase
• forgetting to cancel before renewal
• not using the subscription
• using only part of the subscription period
• dissatisfaction with AI-generated responses
• disagreement with test/SoulMap results
• unused messages, journals, mood logs, focus sessions, tests, insights, or memory refreshes
• temporary downtime or minor technical issues that are resolved within a reasonable time
• loss of access due to violation of our Terms of Service
• inability to use the service because of user-side device, browser, internet, login, or payment method issues
• promotional, discounted, or trial plans marked as non-refundable, unless required by law

10. Duplicate charges

If you believe you were charged twice for the same subscription period, contact us with payment details.

Verified duplicate charges may be refunded to the original payment method after review.

11. Technical access issues

If you paid for Premium but cannot access Premium features, please contact us as soon as possible.

We may attempt to fix the issue by:

• verifying payment status
• restoring Premium access
• extending access
• providing account support
• approving a refund where access cannot reasonably be restored

A refund may not be approved if the issue is caused by incorrect login details, using a different account, device/browser problems, payment failure, unsupported payment method, internet issues, or violation of the Terms of Service.

12. Failed payments and retries

If a renewal payment fails, Razorpay or the payment partner may retry the payment where supported.

If payment is not completed, Premium access may be paused, downgraded, restricted, or cancelled.

SoulBot Therapy is not responsible for renewal failure caused by bank issues, expired cards, insufficient funds, authorization failure, payment partner downtime, or incorrect payment details.

13. Refund method and timeline

Approved refunds are usually processed through the original payment method used for the transaction.

Once a refund is initiated, the time it takes to reflect in your bank account, card balance, UPI account, wallet, or payment method depends on the payment partner, bank, card network, and payment method.

Refunds may take several business days and may take longer in some cases due to bank or payment partner processing.

SoulBot Therapy cannot guarantee the exact date when the refunded amount will appear in your account after it has been initiated through the payment partner.

14. Chargebacks and payment disputes

If you raise a chargeback or payment dispute with your bank or payment provider, your Premium access may be paused, restricted, or reviewed while the dispute is being investigated.

Please contact us first so we can try to resolve payment issues quickly.

15. Plan changes

If we introduce upgrades, downgrades, yearly plans, promotional plans, or plan changes, the applicable price, billing date, feature access, and refund treatment will be shown in the app, checkout flow, or plan details where relevant.

Plan changes may not always result in refunds, credits, or prorated adjustments unless specifically stated or required by law.

16. Promotional offers and trials

SoulBot Therapy may offer discounts, trials, coupons, or promotional access from time to time.

Promotional offers may have separate conditions, including limited validity, non-transferability, usage limits, renewal pricing, and refund restrictions.

If a trial converts into a paid subscription, the billing terms will be shown before purchase or authorization where applicable.

17. Subscription misuse

We may deny refunds or restrict access if we detect:

• fraudulent payments
• account sharing or resale
• abuse of refund requests
• attempts to bypass limits
• violation of Terms of Service
• misuse of AI features
• suspicious payment activity

18. How to request a refund

To request a refund, contact us at:

help@soulbottherapy.com

Please include:

• your registered email address
• payment date
• payment amount
• transaction/reference ID, if available
• reason for refund request
• screenshots or proof, if relevant

We may ask for additional details to verify the request.

19. Review timeline

We aim to review refund requests within a reasonable time.

Complex cases may take longer, especially if we need to verify payment status, technical access, Razorpay records, bank status, duplicate charges, or account activity.

Approval of a refund does not mean the refund will appear instantly in your account. Final settlement depends on the payment method and payment partner.

20. Changes to this policy

We may update this Refund, Cancellation & Service Delivery Policy from time to time.

When updated, we will revise the “Last updated” date.

The refund policy applicable at the time of purchase or renewal may apply to that transaction unless a change is required by law.

21. Contact us

For billing, cancellation, refund, or subscription questions, contact:

SoulBot Therapy
Email: help@soulbottherapy.com