Cancellation and Refund Policy

Last updated: June 20, 2026

This Cancellation and Refund Policy applies to personalized digital products and services purchased from SoulVault AI.

Please read this policy before purchasing.

Because SoulVault products are individually prepared using client-submitted information, different rules apply before and after personalized production begins.

1. Before Production Begins

You may request cancellation before personalized production begins.

For clarity, personalized production generally begins when you submit your completed intake form and SoulVault begins reviewing, calculating, generating, writing, editing or formatting material for your order.

Where no completed intake has been submitted, you may request cancellation within 24 hours after purchase.

Approved pre-production cancellations will be refunded to the original payment method.

2. After Production Begins

Once personalized production begins, purchases are generally final and non-refundable because:

The product is created specifically for you.
Your birth and intake information has been reviewed.
Production time has been reserved.
Digital and intellectual work may already have been completed.
The resulting product generally cannot be resold to another client.

A change of mind after production begins does not ordinarily qualify for a refund.

3. No Refund Based on Subjective Disagreement

A refund will not ordinarily be provided because:

You disagree with an interpretation.
A section does not feel relevant.
A forecast or possible scenario does not occur.
The report is more direct or challenging than expected.
You choose not to complete the exercises.
You expected therapy, diagnosis or professional advice.
You did not read the product description.
You no longer want the report after production has started.
You expected a guaranteed outcome.
You prefer a different writing or design style.

SoulVault reports contain reflective interpretations, hypotheses and possible scenarios. They are not guarantees of factual accuracy or future outcomes.

4. Incorrect Information Supplied by the Client

You are responsible for reviewing the accuracy of your:

Name.
Birth date.
Exact birth time.
Birth location.
Email address.
Intake responses.
Selected product.

SoulVault is not required to provide a free replacement or refund where the report was created using incorrect information submitted by the client.

Where practical, we may offer recalculation or reconstruction for an additional fee based on the amount of work required.

Minor corrections that do not require material regeneration may be made at our discretion.

5. Duplicate or Accidental Charges

Contact hello@soulvaultai.io promptly if:

You were charged twice for the same order.
A payment was processed for the wrong product.
You believe a payment was unauthorized.

Verified duplicate charges will be refunded.

If you selected the wrong product, contact us before submitting the intake form or before production begins. We may apply the payment to another product and collect or refund the price difference.

6. Technical or Production Problems

The file is corrupt.
The download link does not work.
The report is incomplete.
A purchased section is missing.
The report contains another client’s information.
SoulVault made a clear transcription or calculation error.
You received the wrong product.

We will first attempt to:

Replace the file.
Restore access.
Complete the missing section.
Correct the verified error.
Deliver the correct product.

A refund may be considered where SoulVault cannot correct or deliver the purchased product within a reasonable period.

A preference-based revision is not a technical correction.

7. Clarifications and Revisions

Unless expressly included in the product description, your purchase does not include:

Unlimited revisions.
A complete rewrite.
A new reading.
New questions submitted after production.
New forecasting periods.
New birth information.
Additional relationship analysis.
Ongoing coaching or consultation.

Where the purchased package includes a clarification opportunity, it is limited to explaining material already contained in the delivered report.

Substantial additions may require a separate purchase.

8. Delivery Delays

Your order confirmation will state an expected supply or delivery date.

Delivery estimates may change because of:

Incomplete or unclear intake information.
Delayed client responses.
Technical interruptions.
Unexpected order complexity.
Serious illness or emergency.
Events outside SoulVault’s reasonable control.

We will make reasonable efforts to notify you of a material delay and provide an updated expected date.

Where SoulVault cannot complete the purchased service, we will provide an appropriate refund.

Nothing in this policy removes any cancellation or refund right that applies where a service is not supplied within a legally required period.

9. Failure to Complete the Intake

If you purchase a product but do not complete the required intake:

Production cannot begin.
The delivery period does not begin until the required information is received.
SoulVault may send reasonable reminders.
The order may be placed on hold.

If the intake remains incomplete for 90 days, SoulVault may close the inactive order after sending notice.

Any refund for an inactive order will be assessed according to:

Whether production began.
Payment-processing status.
Time already spent.
Applicable law.

10. Refusal or Cancellation by SoulVault

SoulVault may decline or cancel an order if:

The request falls outside our service scope.
Required information cannot be verified.
The order involves a person under 19.
The request requires diagnosis, therapy, crisis support or regulated professional advice.
The client submits another person’s information without an appropriate basis.
The client engages in fraud, harassment or unlawful conduct.
SoulVault cannot responsibly complete the order.

If SoulVault cancels before meaningful production begins, the amount paid will generally be refunded.

If cancellation results from fraud, misuse, harassment or a material breach of the Terms of Service, the refund amount may be reduced or refused to the extent permitted by law.

11. Statutory Consumer Rights

This policy does not remove or limit any consumer right that cannot legally be waived.

Depending on where you live and the circumstances of the transaction, the law may provide cancellation or refund rights, including where:

Required pre-purchase information was not disclosed.
A required copy of the purchase contract was not provided.
The service was not supplied within the legally applicable period.
The product or service was materially misrepresented.
Another mandatory consumer-protection rule applies.

Where mandatory law conflicts with this policy, the mandatory law takes priority.

12. Refund Method and Timing

Approved refunds are ordinarily:

Returned to the original payment method.
Submitted after the request has been reviewed.
Subject to the processing time of the payment provider and financial institution.

SoulVault cannot control how long a bank or card provider takes to display an approved refund.

Where applicable law requires a refund within a particular period, SoulVault will follow that requirement.

13. How to Request a Cancellation, Correction or Refund

Email hello@soulvaultai.io with:

Your full name.
Order number.
Product purchased.
Purchase date.
Reason for the request.
A description or screenshot of any technical problem.
The resolution you are requesting.

Use the subject line:

Order Support – [Your Order Number]

Requests should be made from the email address used for the purchase.

We may request additional information to verify the order and investigate the issue.

14. Contact

SoulVault AI
Email: hello@soulvaultai.io
Mailing address: Surrey BC Canada