Refund and Cancellation Policy

1. Digital products and personalised content

• generation or processing has started;
• the digital product or service has been delivered or made accessible;
• the purchased content has been displayed, downloaded, opened, or used;
• credits, tokens, usage rights, or other digital value have been added to your account;
• credits or subscription benefits have been consumed; or
• you have otherwise accessed or received the purchased benefit.

SoulQuest Lab provides digital products and services that may be generated, personalised, delivered, or made accessible using information, answers, selections, preferences, prompts, or other details supplied by you. Because these offerings are digital, may be created specifically for you, and may begin processing or become available shortly after payment, purchases are generally non-refundable once:

Nothing in this policy excludes any rights or remedies that cannot lawfully be excluded under applicable consumer-protection laws.

2. Eligible refund circumstances

• you were charged more than once for the same transaction because of a payment or system error;
• payment was successfully completed, but the purchased product or service was not delivered or made accessible within the stated delivery period;
• no delivery period was stated and the product or service was not delivered or made accessible within 24 hours;
• a technical error on our side prevented the product or service from being generated, delivered, or accessed;
• personalised content was generated using materially different information from the information recorded for your order because of an error on our side;
• an incorrect amount was charged; or
• a refund is otherwise required under applicable law.

We may approve a full or partial refund where our investigation confirms that:

Where reasonably possible, we may first offer to correct, regenerate, restore, replace, or redeliver the affected product or service. A monetary refund is not automatically required where the issue can be properly resolved within a reasonable period.

3. Circumstances that are generally not refundable

• you changed your mind after purchasing;
• you no longer want or need the product or service;
• you did not like, agree with, relate to, or find value in personalised, interpretive, symbolic, creative, educational, or entertainment content;
• the content or result differed from your personal expectations;
• you entered incomplete, inaccurate, inconsistent, or incorrect information;
• you selected the wrong product, service, option, language, plan, category, account, or preference;
• you used an incorrect email address or other contact detail;
• you did not check spam, junk, promotions, filtered, or blocked-message folders;
• you did not download, open, read, access, or use a successfully delivered product or service;
• you experienced an issue caused by your device, browser, network, email provider, third-party platform, or unsupported configuration;
• you purchased credits, tokens, or prepaid usage but did not use them;
• digital value expired in accordance with terms disclosed before purchase;
• the purchased benefit has already been accessed, redeemed, transferred, or consumed;
• you purchased the same or a similar offering more than once intentionally;
• a promotion, discount, bundle, or lower price became available after your purchase; or
• access was restricted because of suspected fraud, account sharing, automated activity, resale, abuse, or another violation of our terms.

Unless required by applicable law, refunds will generally not be provided because:

A difference between personalised or interpretive content and your personal opinion does not by itself mean that the product or service is defective.

4. Delivery

• sent to the email address or contact details supplied during checkout;
• made available through your SoulQuest Lab account;
• displayed through a SoulQuest Lab website, application, or product interface;
• made available through a download, access, or viewing link;
• added to your account as credits, tokens, access rights, or another digital benefit; or
• otherwise successfully transmitted or made available using the delivery method described at the time of purchase.

A digital product or service is considered delivered when it is:

You are responsible for providing accurate contact information, maintaining access to your account, checking filtered email folders, and ensuring that your device and browser can access the relevant service.

5. Credits, tokens, and prepaid digital value

• is not redeemable for cash;
• cannot normally be transferred between accounts;
• cannot be resold;
• cannot be exchanged for another currency or payment method; and
• remains subject to any validity, expiry, or usage terms disclosed before purchase.

Purchases of credits, tokens, prepaid usage, or other digital value are generally non-refundable after they have been added to your account. Unless expressly stated otherwise, unused digital value:

Promotional, referral, complimentary, bonus, or goodwill credits have no cash value and are not refundable.

6. Subscriptions

• cancellation takes effect at the end of the current paid billing period;
• cancellation does not normally generate a refund for the current billing period;
• no refund or account credit is normally provided for partially used billing periods;
• failure to use subscription features does not qualify the payment for a refund; and
• subscription access may continue until the end of the paid period.

These terms apply to any current or future SoulQuest Lab subscription. Subscriptions renew automatically at the billing interval displayed during checkout unless cancelled before the next renewal date. Unless otherwise stated at checkout:

Subscription features, included products, usage allowances, and benefits may differ between plans. The features shown on the applicable pricing or checkout page at the time of purchase form part of the subscription description.

7. Unlimited plans

• automated or scripted usage;
• scraping or bulk extraction;
• account sharing;
• resale or commercial redistribution;
• use on behalf of multiple individuals;
• attempts to avoid technical or usage controls; or
• activity that creates excessive or unreasonable operational costs.

Where a plan is described as “unlimited,” this means unlimited eligible personal use during an active subscription, subject to reasonable technical restrictions, fair-use protections, service availability, and our Terms of Service. An unlimited plan does not necessarily include every current or future SoulQuest Lab product, service, feature, model, report, experience, or third-party integration. The applicable pricing or checkout page will identify the features included in each plan. Unlimited use does not permit:

We may restrict or suspend usage that appears fraudulent, abusive, automated, or inconsistent with normal personal use.

8. New and discontinued products

• continued access for the remaining period;
• a substantially similar replacement;
• account credit;
• a partial refund; or
• another remedy required by applicable law.

SoulQuest Lab may introduce, modify, replace, suspend, or discontinue products, services, features, or subscription benefits from time to time. The introduction of a new product or feature does not automatically make it part of an existing purchase or subscription unless expressly stated. Where a paid product or material subscription benefit is discontinued before it has been delivered or during a prepaid subscription period, we may provide an appropriate remedy, such as:

Changes will not remove rights that have already accrued under applicable law.

9. How to request a refund

• the email address or account used for the purchase;
• the order, invoice, or payment reference;
• the purchase date;
• the product, service, or subscription involved;
• a clear description of the issue; and
• relevant screenshots or supporting information.

Submit your request through the contact method shown on our website within 14 days of the relevant payment. Include:

Submitting a request does not guarantee approval. We may request additional information reasonably required to verify the transaction, delivery, account activity, technical issue, or claimed error.

10. Refund method and timing

Approved refunds will normally be returned to the original payment method. After a refund is issued, it may take approximately 5–10 business days to appear, depending on the payment method, bank, card issuer, country, and payment network. Where appropriate and with your agreement, we may instead provide redelivery, regeneration, replacement access, restoration of digital value, account credit, or another reasonable remedy.

11. Policy changes

We may update this policy as our products and services evolve. The version displayed at the time of purchase will generally apply to that transaction, except where a later change is required by law or is more favourable to you.

12. Contact

Questions and refund requests should be submitted through the Contact page or another official support channel listed on our website. Please contact us before purchasing if you are unsure how a product, service, credit package, or subscription works.