# Refund and Cancellation Policy

Soleae Feet — Refund Policy

Last updated: [8-6-26] · Applies alongside our [Terms of Service].

The short version

Talk to us before you talk to your bank. Email [A1b4@soleaeinc.com] and we will respond within [24

hours]. Most problems are resolved the same day, and we would rather refund you than have

you dispute a charge.

What you bought Refundable

Chat subscription Cancel anytime; current period not refunded,

with the exceptions in §2

Virtual session Full refund if the Solet doesn't appear, ends

early, or the session fails technically

Pre-owned gear Refund if it doesn't arrive, arrives damaged,

or isn't as described

1. How to request a refund

Email [support email] or use Help → Billing in your account. Include the date, the amount, and

what went wrong.

- We acknowledge within [24 hours] and decide within [3 business days]

- Approved refunds go back to the original payment method

- Your bank typically posts it in [5–10 business days]

- Charges appear on your statement as [DESCRIPTOR] — check this before assuming a

charge is unfamiliar

 2. Chat subscriptions

Chat access is a recurring subscription. You can cancel at any time from your account

settings without contacting support. Cancelling stops the next charge; your access continues

to the end of the period you have paid for.

The current period is not normally refunded, because access was available to you throughout it.

We do refund in these cases:

- Accidental renewal. You cancel within [72 hours] of a renewal and haven't used the

Service in that period — full refund of that period.

- First charge, unused. You subscribe, don't use the Service, and ask within [7 days] —

full refund.

- Duplicate or incorrect charge. Always refunded in full.

- The Service was unavailable for a material part of the period due to a fault on our side

— pro-rata credit or refund.

We send a reminder before each renewal so a charge is never a surprise.

3. Virtual sessions

Full refund when:

- The Solet does not appear within [10 minutes] of the start time

- The Solet ends the session early for reasons other than your conduct

- A technical failure on our side prevents the session from running

- The session is cancelled by the Solet at any point

Pro-rata refund when: a technical failure interrupts a session that had already partly run.

No refund when:

- You don't attend, or attend late and lose time

- You cancel with less than [12 hours] notice

- The session ran as described and you were dissatisfied with it

- The Solet ended the session because of your conduct, or because you asked her to go

beyond the limits she set

Cancelling in advance: [24+ hours] before the start — full refund. [12–24 hours] — [50%].

Under [12 hours] — no refund. A Solet may decline or cancel any booking, at any time, for any reason. If she does, you are

refunded in full. She is never penalised for ending a session over conduct or limits.

4. Pre-owned gear

Items are sold by the Solet, not by Soleae. We process the payment and handle the resolution.

Refund or replacement when:

- The item never arrives, or tracking shows it wasn't delivered [15 business days] after

dispatch

- It arrives damaged

- It materially differs from the listing — wrong item, wrong size, undisclosed defect

Report within [7 days] of delivery with photographs.

Not refundable: change of mind, and any return of a worn item once delivered. For hygiene

reasons we do not accept returns of pre-owned items. Where a refund is due under this

section, it is issued without requiring a return; do not ship the item back unless we ask.

5. Your statutory rights

Nothing in this policy removes rights you have under consumer law where you live.

EU/UK customers. You normally have 14 days to withdraw from a distance contract. Two

exceptions apply here and you accept them at checkout:

- Digital services and sessions — where you ask us to begin performance during the

withdrawal period and acknowledge that you lose the right of withdrawal once

performance has begun.

- Sealed goods unsuitable for return for health or hygiene reasons once unsealed —

which covers pre-owned items under §4.

Counsel: the checkout must capture express consent and acknowledgment for the first

exception, and the second needs confirming against how items are packaged.

 6. Chargebacks

If you dispute a charge with your bank without contacting us first, we will supply the transaction

record, verification and access logs, and this policy to your card issuer.

Accounts with an open dispute are suspended until it is resolved. An account used to obtain

services and then reverse the charges is closed permanently, and we may pursue the amount

owed.

If you don't recognise a charge, check the descriptor above and your account's billing history

first — it is almost always a subscription renewal.

7. Effect on Solets

Where a refund is issued for a session or an item:

- If the payout hasn't been made, the amount is deducted from the pending balance

- If it has, the amount is offset against the next payout

- Refunds caused by our fault, or by a Client's misuse of this policy, are not charged to the

Solet

Solets can see every refund affecting them, with the reason, in the dashboard, and can contest

one within [7 days].

8. Abuse of this policy

Repeated refund requests, or a pattern of consuming a service and then requesting refunds,

may result in refusal of future requests and closure of the account. We apply this narrowly and

never to a first-time or good-faith request.

9. Questions

[A1B4@SOLEAEINC.COM] ·· [800 North King Wilmington Delaware 19801]Notes for counsel and for the underwriting file

1. This policy is deliberately generous at the edges — accidental renewals, unused first

charges, session failures. For an adult merchant the chargeback ratio is existential and a

refund is always cheaper than a dispute. Segpay will read §1, §2, and §6 closely.

2. Self-service cancellation without contacting support (§2) is effectively required by

card-brand subscription rules and by FTC negative-option rules. It must actually work in

the product.

3. The pre-launch phasing matters: §3 and §4 apply from the September 2026 release;

§2 from January 2027.

4. §4 hygiene exclusion is the commercially important one — pre-owned items can't be

resold or returned, so refunds must be issued without return.

5. §5 requires product work, not just policy text: the EU withdrawal exception only holds if

checkout captures express consent and acknowledgment.

6. §7 needs to match the Solet Agreement so refund liability is allocated consistently in

both documents.