Soulight Refund Policy
1. General
Thank you for choosing Soulight! At Soulight, we are dedicated to delivering professional and high-quality psychic services, creating a welcoming and supportive space for meaningful connections between users and advisors.
We recognize that there may be occasions when our services do not meet your expectations, and we are committed to addressing your concerns to ensure a positive experience.
If you reach out to us, we will carefully evaluate your request based on the refund policy and guidelines detailed below, and process refunds for orders that qualify.
Please be aware that certain services on our platform are restricted to users aged 18 and older. Before engaging with an advisor, please confirm that you meet this age requirement.
Please read our refund policy carefully to understand your rights and our guidelines regarding refunds.

2. Forms of Refunds
Account Balance(hereinafter referred to as Credit) Refunds:
Refunds related to orders and services will only be issued in the form of credits on the platform.

Refunds to Original Payment Method:
For used credits (including partially used credits), we're unable to process refunds to your original payment method.
For purchases made via non-PayPal/bank card, we're unable to process refunds to your original payment method.
For purchases made via PayPal or bank cards, we reserve the right to require sufficient justification to approve a refund back to your original payment method.

3. Refund Processing
You may apply for a refund via Soulight Support. Refund requests are generally processed within 48 hours. Once approved, the credits will be refunded to your account in real time.

4. Refund Eligibility
4.1 Refunds are applicable only to credits spent on paid services. The following scenarios are not eligible for refunds:
4.1.1 Orders Using Promotional Credits
Refunds are not available for orders placed using promotional credits (e.g., bonus credits or special offers) where no actual credits were paid.

4.1.2 Orders with Unapplied Discounts
Refunds do not apply to portions of the order where discounts were not utilized.

4.1.3 Completed Orders Without Service Issues
Refunds are not provided for orders that have been successfully completed without any deficiencies in advisor service, particularly if the request is based on personal dissatisfaction.

4.1.4 Unresponsive to Follow-Up Messages
Refunds are not available for orders where the advisor did not respond to appended or private messages, provided the main service was completed satisfactorily.

4.1.5 User-Caused Issues in Live Sessions
Refunds are not applicable for issues caused by the user during live sessions, such as voluntarily disconnecting or experiencing connection problems due to the user's network.

4.1.6 Claims Based on Prediction Accuracy
Refunds are not granted for claims related to prediction inaccuracies or unmet expectations, as these are subjective and beyond objective assessment criteria.

4.1.7 Violations of Platform Rules
Refunds are not available for orders involving violations of platform rules, such as abusing platform mechanisms, harassing advisors, or engaging in inappropriate behavior.

4.1.8 Tips to Advisors
Tips given to advisors after order completion are non-refundable.

4.2 Other Non-Eligible Scenarios
Refund requests based on "accidental top-ups" or "unused credits."
Credits used for standalone services (e.g., Love Fortune Tarot, Yes or No Tarot) that do not require advisor interaction.

5. Scenarios Where Orders Cannot Be Reviewed for Refunds
Orders that have been deleted at the time of the refund request (in compliance with user privacy and data encryption policies).
Refund requests submitted outside the following timeframes:
Full refund requests must be made within 3 days of order completion.
Partial refund requests must be made within 30 days of order completion.

6. Full Refund Eligibility
6.1 Non-Live Orders and Premium Services
6.1.1 Incomplete Orders
If you cancel the service due to personal reasons (e.g., duplicate or incorrect orders) or by mutual agreement with the advisor, the order will be canceled, and all credits will be refunded.

6.1.2 Completed Orders
The advisor was unable to address the issue or declined the service (e.g., questions involving medical or legal matters beyond their expertise, as stated in their profile) and provided a valid explanation.
The advisor's response was unclear or irrelevant, failing to address your concerns.
For premium services, the advisor did not deliver the service within the agreed timeframe.

6.2 Live Orders
The advisor disconnected or became inactive, with the session lasting less than 1 minute and no meaningful insights provided.
The advisor interacted but failed to deliver substantial or meaningful insights (for sessions longer than 3 minutes).
The advisor refused service due to the user being underage.
The order was disrupted due to app or server issues.

7. Partial Refund Eligibility
7.1 Non-Live Orders and Premium Services
If the advisor did not address all your questions, you may receive a partial refund of up to 50% of the credits spent (excluding excess questions beyond the advisor's stated capacity).
If the advisor excessively promoted additional services, we will evaluate the quality of their responses and process a partial refund.

7.2 Live Orders
If the session was interrupted due to the advisor's network issues, you may request a partial refund based on the actual service duration.
If the advisor excessively promoted additional services during the session, we will evaluate the quality of their responses and process a partial refund.

8. Cases Requiring Further Investigation
The following issues will require a detailed investigation before a resolution is determined:
App or server-related malfunctions.
Disputes or inappropriate behavior during the session with the advisor.
Refund requests submitted after 30 days of order completion, citing 'order quality issues' or 'advisor misconduct.'

9. Auto-Refund Scenarios
9.1 24-Hour Reading Service
If the advisor fails to deliver their response within 24 hours, the order will expire, and the credits will be automatically refunded to your account.

9.2 Speed-Up Service
If the advisor fails to respond within 1 hour, the order will revert to a 24-hour reading service, and the credits used for expedited service will be automatically refunded.

9.3 Live Chats
If a live session is initiated but the advisor does not respond, the order will be deemed unsuccessful, and no credits will be deducted.

9.4 Premium Service
If the advisor does not accept the order, no credits will be deducted.

10. Additional Notes
10.1 Policy Updates
This policy is subject to periodic updates.

10.2 Violations of Platform Terms
Refund requests will be denied if users violate platform terms, including but not limited to:
Disputing charges with banks or claiming unauthorized transactions.
Sharing contact details with advisors and making payments outside the platform.
Disrespecting advisors through insults, tricky questions, or discrimination based on race, accent, etc.

10.3 Frequent Refund Requests
Refund requests may be denied if submitted frequently without valid reasons (excluding technical errors, quality concerns, or disputes).

10.4 Fraud or High-Risk Activity
Accounts flagged for fraud, dispute activity, high-risk transactions, or inappropriate behavior may have refund requests denied.

10.5 Flexibility in Application
We may adjust the application of these terms based on the severity and urgency of the issues reported.

10.6 Feedback and Resolutions
If you are dissatisfied with any aspect of your order or service, or if you have feedback to share, we are committed to listening and providing appropriate resolutions to ensure your satisfaction.

10.7 Contact Us
You can reach us through 'Contact Us' or 'Soulight Support'. We will strive to address your concerns and provide the most suitable compensation or solution.
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