Refund Policy
Last updated: May 3, 2026
This Refund Policy explains how Souqna handles paid plan cancellations, downgrade requests, billing corrections, and refund reviews.
It applies to Souqna platform subscriptions and services. It does not apply to refunds between merchants and their buyers on merchant storefronts.
1. Plan downgrades
You may request to downgrade a paid plan from your account or by contacting support. Unless we confirm otherwise, a downgrade takes effect at the end of the current paid billing period.
After a downgrade, features, limits, templates, apps, domains, support levels, AI usage, or storefront capacity may change according to the lower plan.
2. Refunds for downgrades
Downgrading a plan does not automatically create a cash refund or prorated credit for the unused part of the billing period.
Where appropriate, Souqna may apply a credit, adjust a future invoice, or issue a refund at our discretion, subject to applicable law, payment provider rules, and the facts of the request.
3. Cancellations
If you cancel a paid plan, you can usually continue using the paid features until the end of the billing period already paid for, unless the account is suspended for misuse or another policy reason.
Cancellation stops future renewal charges for the cancelled plan but does not automatically refund past charges.
4. Billing mistakes
If you believe you were charged incorrectly, contact us as soon as possible with the account email, invoice reference, charge date, and a short explanation.
If we confirm a billing error, duplicate charge, or unauthorised charge caused by Souqna, we will correct it through a refund, credit, or invoice adjustment.
5. Non-refundable items
Unless required by law or expressly agreed in writing, the following are generally non-refundable:
- Completed setup, migration, design, consulting, or custom implementation work.
- Third-party fees, domain charges, app charges, payment processing fees, or provider costs outside Souqna control.
- Charges for billing periods that have already ended.
- Accounts suspended or terminated for abuse, unlawful activity, or material policy violations.
6. Merchant-buyer refunds
Each merchant is responsible for refunds, returns, exchanges, delivery issues, and customer service for products or services sold through their storefront.
Souqna may provide platform tools that help merchants manage orders, but Souqna is not the seller of merchant products unless expressly stated.