Refunds
Refund and Cancellation Policy
Version 1.2 · Last updated 10 October 2026
This policy applies to all purchases from Digital Soule LLC and forms part of the Master Services Agreement. Monthly services are month to month; there is no minimum term. The version of this policy published on the date an Order Form is signed applies to that Order Form.
Our deliver-or-refund commitment
If DS cannot deliver a Milestone as described in the SOW for reasons within its control, DS will first correct it within 15 Business Days of written notice. If it still cannot, the Client may end the Order Form and DS refunds the setup fees paid for work not yet accepted. This is the Client's only remedy for non-delivery.
Summary
| Purchase | Cancel or refund | No refund |
|---|---|---|
| Operations Mapping Session | Full refund if cancelled 48 hours or more before the session. One free reschedule with 24 hours' notice | Cancelled within 48 hours, a no-show, or after the session is delivered. The fee is credited to setup if an Order Form is signed within 60 days |
| Setup fee | Full refund if cancelled in writing before the Kickoff session | After Kickoff, the signing instalment. Any accepted Milestone |
| Monthly service | Cancel any time by email at least 7 days before the next billing date; service ends at the end of the paid month | Partial months and months already started |
When refunds are not given
- Delays or failures caused by the Client's late inputs, data, systems or decisions
- Results the SOW does not promise, such as numbers of leads, sales or savings
- Third-party fees, outages or platform decisions (for example WhatsApp approval)
- Services suspended for non-payment or misuse
How refunds are paid
Refunds go to the original payment method within 14 days of approval. Card processing fees and bank charges are not refunded. Refunds are made in the currency invoiced; DS is not responsible for exchange-rate differences.
Unpaid invoices
An invoice unpaid 14 days after its due date leads to suspension after notice. Data is kept for 30 days from suspension, then deleted, unless the invoice is paid.
How to request
Email hello@thedigitalsoule.com with the order reference and the reason. DS replies within 2 Business Days.