Refund Policy

1. What this policy covers

This policy applies to payments you make to Soooks: plan subscriptions, the platform fee on card and wallet orders, and purchases from the Theme Store.

It does not cover sales between a store and its own customers. Each store sets its own refund policy for the products it sells, and requests about those orders go to the store directly.

2. Plan subscriptions

Paid plans are billed in advance, monthly or yearly, and renew automatically until cancelled. You can upgrade or downgrade at any time from your store settings, and cancel at any time by contacting us (section 6); your plan stays active until the end of the period you have already paid for, and no further charges are made.

If you move to a paid plan for the first time and it is not right for you, contact us within 14 days of the first charge and we will refund it in full.

Other payments, including renewals, may be refunded depending on the situation. Contact us as soon as possible after the charge and we will review your request. Cancelling stops the next renewal.

Unused time on a cancelled plan is not refunded on a pro-rata basis, except where the law of your country requires it.

3. Platform fee

Soooks charges a platform fee on each card or wallet order in your store — between 0.5% and 1.5% depending on your plan. Cash on delivery and bank transfer orders carry no fee. The fee is calculated per order and billed separately from your payment provider payout.

When you refund a customer, the platform fee on that order is reversed in proportion to the amount refunded, automatically. Fees on orders that remain paid are not refundable.

4. Theme Store purchases

Paid themes are one-time purchases installed as a private copy in your store. You can preview every theme with demo content before buying.

If a purchased theme does not work as described and we are unable to fix it, contact us within 14 days of the purchase for a full refund. Refunds are not available once the 14 days have passed, or for a change of mind after the theme has been published as your live theme.

5. Duplicate or incorrect charges

If you are charged twice, or charged an amount that does not match your plan, tell us and we will refund the difference in full, regardless of the time limits above.

6. How to request a refund

Email billing@soooks.com, send your request through the contact page, or reply to the email receipt for the payment. Include the store name, the email on the account and the invoice or order reference.

We reply within 2 business days. Approved refunds are issued to the original payment method within 5 to 10 business days; your bank or card issuer may take a few more days to show it.

7. Payment processing

Payments to Soooks are processed by NetCommerce. Refunds are issued through NetCommerce, to the same payment method used for the purchase. Currency conversion differences applied by your bank are outside our control and are not refunded.

8. Chargebacks

Please contact us before opening a dispute with your bank. Most issues are resolved faster directly with our team. Accounts with unresolved chargebacks may be suspended until the matter is settled.

9. Changes to this policy

We may update this policy from time to time. Changes apply to payments made after the date shown at the top of the page; we will notify account holders of material changes by email.