Refund Policy

Last Updated: August 14, 2026

This policy supplements Section 7 of the Terms of Service and applies to all payments made through SoulMen — the one-free-audit-then-auto-charge trial, pay-as-you-go credits, or a subscription plan.

1. General rule

Payments are non-refundable except in the specific situations below, or where required by applicable law.

2. When you are entitled to a refund or credit

• The audit never ran. If a credit is deducted, or your saved card is charged, but the pipeline fails to produce a result due to an error on our side — not a document you uploaded being unreadable or corrupted — we automatically refund the charge (or credit) as part of that failure being detected; you do not need to request it. This applies equally to the trial model's automatic per-audit card charges.
• Duplicate charge. If the same audit or subscription period is billed more than once due to a processing error, the duplicate is refunded in full.
• Billed but not delivered. If a subscription period is charged and you are unable to access the Service for the majority of that period due to an outage on our side, we will credit the affected period.

2A. How the free audit and auto-charge work

Each organization gets one free audit — unlocking it requires saving a payment method on file, but the first audit itself is never charged. From the second audit onward, the same card is charged automatically (currently AED 200 per audit, covering up to 30 documents) only for an audit that actually completes; a failed pipeline run is never charged (see §2 above). You can see your current audit count and next-charge amount at any time in your workspace's billing page, and you can remove your saved card at any time — doing so stops all future automatic charges (it does not affect audits already completed or charged).

3. When a refund is not available

• You disagree with a finding. SoulMen is a readiness check, not a guarantee of portal acceptance (see the Known Limitations document referenced in the Terms of Service). A completed audit that runs correctly but flags something you didn't expect, or misses something a buyer portal later rejects, is not grounds for a refund on its own.
• The document you uploaded was the problem. Illegible scans, wrong files, or documents in a format the Service doesn't support are not billing errors.
• Change of mind after a completed audit. Once an audit has run and returned a result, the credit or charge for it is final.

4. Subscription cancellation

Starter, Growth, and Scale subscriptions are currently set up manually (self-serve cancellation is not live yet). To cancel, email [email protected]. Cancellation takes effect at the end of the current billing period; we do not pro-rate partial periods.

5. How to request a refund

Email [email protected] with your account email and the affected charge or audit. We aim to respond within one business day and resolve valid requests within five business days.