Refund Policy

Overview

This page explains when and how SoupDeck issues refunds for subscriptions and one‑time credit (top‑up) purchases. Payments are processed by Stripe; refunds are executed through Stripe and typically take several business days to appear on your bank statement.

Key Principles

30‑day window: Refund requests must be submitted within 30 days of the original charge unless otherwise agreed by our support team.
Credits-first policy: For subscription refunds, we only approve refunds when the subscription's monthly plan credits have not been consumed.
Top‑up handling: Refunds for one‑time credit purchases are permitted when the purchased credits remain unused in your account.
Fraud & abuse: We do not refund charges arising from abuse, fraud, or violations of our Terms.

Subscription Refunds

Subscriptions are billed via Stripe. We consider a subscription eligible for a full refund when ALL of the following are true:

The refund request is made within 30 days of the subscription charge.
No subscription plan credits have been consumed in the subscription period that started with the charge. We measure usage starting from the subscription period start reported by Stripe (or the subscription creation time when appropriate).

When eligible, subscription refunds are auto‑approved and processed immediately. In these cases we will also cancel the subscription immediately so that no future billing occurs.

If some or all plan credits have been used, a refund will typically be denied; however, our support team may consider partial or discretionary refunds in exceptional circumstances.

Top‑up (One‑Time Credit) Refunds

For one‑time credit purchases (top‑ups), we will auto‑approve a refund when the exact purchased credits remain in your account balance and have not been spent. When a refund is processed, those credits will be removed from your account.

If some or all credits from a top‑up have been used, refunds are not automatically approved; requests will be reviewed by our team and may be partially approved at our discretion.

How Refunds Are Processed

Refunds are issued through Stripe to the original payment method. Processing time depends on the bank (typically 3–10 business days).
We may issue full or partial refunds depending on eligibility and circumstances.
Refunds are idempotent — duplicate requests for the same charge will not result in multiple refunds.

How to Request a Refund

To request a refund, contact our support team at [email protected] and include:

Your account identifier (the email tied to your account or your WorkOS/Student ID).
Date of purchase and the receipt or invoice number (if available).
A brief reason for the refund request.

If your purchase qualifies for an auto‑approved refund under the policy above, we will process it and cancel any related subscription immediately. Otherwise, our support team will review the request and respond with next steps.

Exceptions & Abuse

We will refuse refunds where there is evidence of abuse, fraud, or repeated circumvention of our policies. Chargebacks filed with the card issuer may lead to account suspension and will be handled according to our Terms.

Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be communicated via the Service or email. Continued use of the Service after notice constitutes acceptance of the updated policy.