Refund Policy
How we handle refunds and billing disputes for Soul8 services.
Service retainers
Retainer fees paid in advance are non-refundable after services have begun. If you cancel before work starts, we issue a full refund within 10 business days.
Project milestones
For project-based engagements, completed milestones are billed and are not refundable. Unbilled upcoming milestones are cancelled at no charge upon written notice.
Disputes
If you believe a charge is incorrect, contact us at [email protected] within 30 days of the charge. We investigate and respond within 10 business days.
How to request a refund
Email [email protected] with your name, engagement reference, the charge in question, and why you are requesting a refund. We will confirm receipt within 2 business days.
Physical goods (wholesale clients)
If Soul8 ships physical samples or documents on your behalf, damaged or incorrect items may be returned within 14 days of receipt for replacement or credit. Contact [email protected] for Andean-region shipments.