Refund Policy

1.30-day money-back guarantee (first subscription only)

If you are not satisfied with Soura AI, you may request a full refund of your very first subscription payment within 30 days of the purchase date, provided that all of the following conditions are met:

• The request is for the first paid subscription ever purchased on your Account (the guarantee does not apply to later renewals or to subsequent subscriptions on the same Account).
• We receive your written request at support@soura-ai.com within 30 calendar days of the initial purchase date shown on your Paddle receipt.
• You have used no more than 20% of the monthly Credits included in that first billing cycle at the time of the request (reasonable, good-faith use of the Service to evaluate it is expected; systematic usage of most or all of the Credits before requesting a refund is not eligible).
• Your Account is in good standing and has not been suspended or terminated for breach of our Terms of Service or Acceptable Use Policy.
• You have not previously received a refund on this Account under this guarantee.

Refunds under this guarantee are issued to the original payment method via Paddle, typically within 5–10 business days of approval (some banks may take longer to post the refund to your account). Any VAT or sales tax collected at the time of purchase is refunded on the same basis.

2.Monthly renewals

Subscriptions renew automatically at the end of each billing cycle. Renewal payments are not covered by the 30-day money-back guarantee in Section 1 and are, as a rule, non-refundable. You can cancel your subscription at any time from the billing page in your Account; cancellation stops future renewals and you keep access to your paid features and the remaining Credits for that billing cycle until it ends. We do not issue partial or pro-rated refunds for unused time within a billing cycle.

If a renewal was charged due to a clear, good-faith mistake — for example, the subscription was cancelled by you but the renewal still went through due to a technical issue on our side — contact support within 7 days of the charge and we will investigate and, where the mistake is confirmed, issue a refund via Paddle.

3.Add-on and one-time Credit purchases

Any add-on Credit packs or one-time Credit purchases (as distinct from the monthly subscription Credits) are final once the Credits have been delivered to your balance. Delivered Credits are non-refundable, whether used or unused, except where required by mandatory consumer protection law or where you can show the Credits were not in fact delivered due to a technical error. Contact support@soura-ai.com within 7 days of the charge if you believe Credits you paid for were not delivered.

4.Failed generations — automatic refund to Credits

If a generation fails on our side (for example, a model error or server timeout), the Credits consumed for that generation are refunded automatically to your balance, typically within a minute of the failure — you do not need to contact support. This in-Credit auto-refund is our standard remedy for individual failed generations and is already included in the price you paid for the subscription. A technical failure on an individual generation is not itself a basis for a monetary refund of the subscription.

5.Sustained outages or service-wide incidents

If you experience a sustained outage that materially prevents you from using your Credits during a billing cycle, contact support@soura-ai.com and describe the issue. We review these requests on a case-by-case basis and, where warranted, may grant additional service Credits, extend the billing cycle, or issue a pro-rated refund via Paddle. Transient issues, third-party provider outages, or interruptions lasting less than 24 hours typically do not qualify.

6.What is not eligible for a refund

Beyond the cases in Sections 1 to 5, refunds are not available for:

• Change of mind after the 30-day first-subscription window has passed.
• Subscriptions where you have used more than 20% of the monthly Credits at the time of the request.
• Accounts suspended or terminated for violation of our Terms of Service, including the Acceptable Use Policy.
• Credits that have expired at the end of a billing cycle (monthly Credits do not roll over).
• Dissatisfaction with specific Outputs, including concerns about cultural accuracy, uniqueness, or fitness for a particular purpose — the Service is a generative tool and you are responsible for reviewing every Output before use.
• Purchases made through third-party resellers or promotional partners, where those parties have their own refund rules.
• Amounts where you have initiated a chargeback or payment dispute without first contacting support.

7.How to cancel and how to request a refund

To cancel your subscription, open the billing page inside your Account and follow the cancellation flow. Cancellation is effective immediately for future renewals and your paid access continues until the end of the current billing cycle.

To request a refund, email support@soura-ai.com from the email address on your Account with: (a) the order ID from your Paddle receipt, (b) the date and amount of the charge, and (c) a brief description of why you are requesting the refund. We aim to reply within 3 business days. Approved refunds are processed by Paddle to the original payment method and typically appear within 5–10 business days, though your bank may take longer to post the credit.

You can also contact Paddle directly via paddle.net (Paddle is the Merchant of Record for all Soura AI subscriptions). Paddle may independently approve refunds that are clearly owed under its own buyer protection rules.

8.Chargebacks and payment disputes

If you believe a charge is incorrect, please contact us first — we will usually be able to resolve the issue faster than your bank can. Initiating a chargeback or card dispute without first contacting support may result in immediate suspension or termination of your Account, forfeiture of any remaining Credits, and a requirement to settle outstanding amounts before the Account can be reinstated. We reserve the right to contest chargebacks we consider unjustified and to recover related costs from the disputing party where permitted by law.

9.Consumer rights

Nothing in this Refund Policy limits any non-waivable rights you may have as a consumer under the law of your country of residence. Where mandatory law gives you a stronger right (for example, a right of withdrawal within a specific period that cannot be contracted out of), that right applies even if this policy is more restrictive.

10.Changes and contact

We may update this Refund Policy from time to time. Changes take effect for purchases made after the updated “Effective date” at the top of this page; they do not retroactively change refund rights for purchases already completed. For questions about this policy, refunds, or billing, contact us:

• Email: support@soura-ai.com
• Phone: +968 77810788
• Merchant of Record: Paddle.com Market Ltd. — paddle.net