Thank you for choosing CloudSoul. We value your business and are committed to providing you with a high-quality service. This Refund Policy outlines the terms and conditions under which refunds are issued for scan credit purchases made on our platform.

General Refund Policy

14-Day Money-Back Guarantee: We offer a 14-day money-back guarantee for new customers. If you are not satisfied with the service for any reason within the first 14 days of your initial purchase, you may request a full refund for any unused scan credits. Please contact our team at refund@cloudsoul.net within this period to initiate the refund process.

Refund Eligibility: Scan credit purchases are eligible for a full refund within 14 days of purchase, provided that no credits from the purchase have been used. Once any credit from a pack has been consumed (i.e., a scan has been initiated and results delivered), the entire purchase becomes non-refundable.

This policy exists because credit packs are offered at discounted per-credit pricing. Allowing partial refunds after usage would undermine the volume discount structure.

Example:

• Refund eligible: You purchase a 10-credit pack. No scans have been run. Your remaining credits equal the original purchase amount (10 of 10). You may request a full refund.
• Not eligible: You purchase a 10-credit pack. You run 1 scan. Your remaining credits (9) no longer equal the original purchase amount (10). The entire purchase is non-refundable.

Eligibility for Refunds

New Purchases: The 14-day money-back guarantee is available only for first-time customers. If you have previously purchased credits and are making a repeat purchase, the standard credit refund policy (full refund within 14 days if no credits have been used) applies.

Scan Failures and Quality Disputes

Scan Failures Due to Platform Error: If a scan fails to complete due to a technical issue on our end, the scan credit will be automatically re-credited to your account at no charge. No refund is necessary in this case.

Quality Disputes: If you believe the scan results are inaccurate or incomplete, please contact our team. We will review the case and, where appropriate, offer a complimentary re-scan. Refunds will not be issued for quality disputes, as the service has been delivered.

Exclusions

Promotional Offers: Credits purchased during promotional periods or with discount codes may be non-refundable. Please refer to the specific terms of the promotion.

Add-Ons and Third-Party Services: Refunds do not apply to any add-ons, custom services, or third-party integrations that are purchased alongside scan credits.

How to Request a Refund

To request a refund, please follow these steps:

1. Contact our team at refund@cloudsoul.net with your account email, purchase details, and the reason for the refund request.
2. Our team will review your request and verify that the number of remaining credits equals the original purchase amount (i.e., no credits have been used). If any credits have been consumed, the purchase is non-refundable.
3. If eligible, your refund will be processed within 10 business days and credited back to the original payment method used during the purchase.

Disputes and Chargebacks

We encourage you to contact our team directly before initiating a chargeback with your payment provider. We maintain detailed logs of all scan initiations, credit allocations, and result deliveries. Filing a chargeback for consumed scan credits — where results have been delivered — may result in suspension of your account pending resolution.

Changes to the Refund Policy

We reserve the right to modify this Refund Policy at any time. Any changes will be posted on this page and will take effect immediately upon posting. We encourage you to review this policy periodically to stay informed about our refund practices.

Contact Us

If you have any questions or concerns regarding our Refund Policy, please contact us at refund@cloudsoul.net.