Legal

Complaint Policy

At Soulvy we value our users and strive to provide a positive experience. We understand that concerns or complaints may arise from time to time, and we are committed to addressing them promptly and effectively. This Complaint Policy outlines the process for users to file complaints regarding any issues encountered while using our platform.

How to file a complaint

Complaints should be submitted through the official support channel listed in the product, with enough detail for us to understand the issue, such as the account details, the time of the incident, and a description of the problem. You will receive an acknowledgment of receipt, which will include a reference number for your complaint.

Review process

Upon receiving a complaint we will acknowledge receipt promptly. Each complaint is then investigated by a designated team member, who reviews the details and applies the relevant policies or legal requirements to reach a fair conclusion. Every step of the process, from receipt to resolution, is documented.

Resolution timeline

Our goal is to resolve complaints quickly. Where a complaint pertains to illegal content, it will be immediately escalated and handled with priority. We will communicate the outcome of the review to you along with the rationale for the decision.

Chargebacks

To uphold the integrity of transactions, our payment processing team thoroughly investigates any disputed charges. Customers found to be engaging in wrongful chargeback practices risk being placed on a blacklist, which may affect their ability to participate in future services. We encourage you to contact our support team first if you have any concerns over charges.