# Refund and Cancellation Policy

Effective Date: [8/1/26]

Last Updated: [8/1/26]

This Refund and Cancellation Policy ("Policy") applies to all purchases and bookings made on the platform operated by [Soleae Feet] ("Company", "we", "us"). It forms part of, and should be read alongside, our [TERMS OF SERVICE].

Capitalised terms have the meanings given in the Terms of Service. In short: Products are pre-owned foot gear and related goods; Sessions are booked leisure appointments in which a Client views and/or rubs a Provider's feet.

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## 1. Our Role in Refunds

We operate a marketplace. Payments run through [PAYMENT PROCESSOR], and funds for Products and Sessions are held or routed by us on the Provider's behalf. We administer refunds under this Policy and our decision on an eligible claim is final within the Platform.

Nothing in this Policy limits any statutory right you have under consumer law in your jurisdiction.

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## 2. Pre-Owned Products

### 2.1 Sales are final by default

Because Products are pre-owned, worn, and personal in nature, they cannot be resold or restocked once dispatched. All Product sales are therefore final except in the circumstances in Section 2.2.

### 2.2 When you can get a refund

You are eligible for a full refund (including original shipping) where:

| Situation | Eligible |

|---|---|

| Item never arrived (past the delivery window) | Yes |

| Wrong item sent | Yes |

| Item materially not as described (condition, size, material, brand, prior use) | Yes |

| Item arrived damaged in transit | Yes |

| Item arrived in an unsanitary state inconsistent with the listing or our Hygiene Policy | Yes |

| Listing was counterfeit or prohibited | Yes |

| You changed your mind | No |

| Item does not fit as you hoped, where the listed measurements were accurate | No |

| Item shows wear that was disclosed in the listing or photos | No |

| Odour, scent, or wear characteristics that were expressly part of the listing | No |

### 2.3 How to claim

1. Open a claim in [ACCOUNT → ORDERS → REPORT AN ISSUE] within [10] days of delivery (or within [14] days of the latest estimated delivery date if the item never arrived).

2. Provide clear photographs of the item and packaging as received, plus a short description of the issue.

3. We will review and respond within [7] business days, and may contact the Provider for their account.

### 2.4 Returns

For hygiene reasons we generally do not require items to be shipped back. Where we do request a return (for example, high-value or counterfeit claims), we will provide instructions and cover return shipping. Do not return an item without our written instruction — unauthorised returns are not refundable.

### 2.5 Partial refunds

Where an item is usable but materially different from its description, we may offer a partial refund as a resolution, with your agreement.

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## 3. Sessions

### 3.1 Client cancellations

| When you cancel | Refund |

|---|---|

| More than [48] hours before start | 100% |

| [24]–[48] hours before start | [50]% |

| Less than [24] hours before start | No refund |

| No-show | No refund |

Cancellations must be made through the Platform. Messages sent directly to a Provider do not count.

### 3.2 Provider cancellations

If a Provider cancels, or fails to appear within [15] minutes of the start time, you receive a 100% refund, plus [a credit of X / priority rebooking] where the cancellation was inside [24] hours.

### 3.3 Sessions ended early

- Ended by the Client for personal reasons — no refund for the unused portion.

- Ended by the Client because of a Provider's breach of the Terms (including any sexual conduct, unsafe conditions, misrepresented identity or listing, or refusal to honour stated boundaries) — full refund and the matter is escalated to Trust & Safety.

- Ended by the Provider on reasonable safety, health, or boundary grounds — pro-rata refund at our discretion; no refund where the Client's own conduct caused it.

### 3.4 Virtual Sessions

If a Session cannot proceed because of a verified failure of our Platform, you receive a full refund or a rebooking credit. We are not responsible for failures of your own device, network, or third-party software; refunds in those cases are at our discretion.

### 3.5 Misrepresentation

If the Provider who attends is not the person shown on the verified profile, you receive a full refund, and the account is suspended pending investigation.

### 3.6 Rescheduling

A Session may be rescheduled free of charge once, if requested more than [48] hours before the start time. Later reschedule requests are treated as a cancellation under Section 3.1.

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## 4. Memberships and Subscriptions

4.1 Membership fees are non-refundable for the current billing period, except where required by law.

4.2 Cancelling stops future renewals; access continues to the end of the paid period.

4.3 Accidental renewals reported within [21] days, where no membership benefit has been used in that period, may be refunded as a goodwill gesture.

4.4 Where we terminate your membership for breach of the Terms, no refund is due.

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## 5. Refund Method and Timing

5.1 Approved refunds are issued to the original payment method. We cannot refund to a different card or account.

5.2 Once approved, we release the refund within [7] business days. Your bank or card issuer may take a further [5–10] business days to post it.

5.3 Where you accept Platform credit instead of a cash refund, credit is issued immediately and is valid for [12] months. Credit is non-transferable and cannot later be converted to cash.

5.4 Service fees are refunded together with the underlying transaction, unless the refund arises from your own cancellation under Section 3.1, in which case [the service fee is retained / is also refunded].

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## 6. Provider Payouts and Reversals

6.1 Funds for a Session or Product are held until [the completion window] closes. Payout is released after that point.

6.2 If a claim succeeds after payout, we may recover the amount by deducting it from the Provider's future payouts or by invoicing the Provider directly.

6.3 Providers may respond to any claim before a decision is made.

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## 7. Chargebacks

7.1 Please raise a claim with us before contacting your bank — chargebacks are slower and freeze the funds in dispute.

7.2 Initiating a chargeback for a transaction we have already refunded, or making one in bad faith, may result in account suspension and recovery of associated costs.

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## 8. Abuse of This Policy

We track refund patterns. Accounts showing repeated, unsubstantiated, or coordinated claims may lose refund eligibility, have claims manually reviewed, or be terminated. Knowingly false claims are fraud and may be reported.

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## 9. Changes to This Policy

We may update this Policy. The version in force at the time of your purchase or booking is the version that applies to it. Material changes will be notified at least [10] days in advance.

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## 10. Contact

[Soleae Feet]

Email: [A1B4@Soleaefeet.com]

Refund claims: [ACCOUNT → ORDERS → REPORT AN ISSUE]

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This document is a general template and does not constitute legal advice. Statutory cooling-off periods, consumer guarantees, and second-hand goods rules differ by jurisdiction and can override "final sale" terms — have a qualified lawyer in your operating market review this before publishing.