1. About This Policy
1.1 This Refund Policy explains how refunds work when you pay at a merchant through the SoukPay Customer App. It forms part of your agreement with SoukPay Rewards Tech Ltd (“SoukPay”, “we”, “our”, “us”) and should be read together with the SoukPay Customer Terms & Conditions and the SoukPay Credits Terms.
1.2 In this Policy, “Merchant” means a merchant participating in the SoukPay platform, and “Transaction” means a card payment you make through the Customer App at a Merchant’s outlet.
2. The Essentials
Who issues refunds?
The Merchant. Refunds are initiated by the Merchant from their SoukPay Merchant App, at the Merchant’s discretion and subject to the Merchant’s own refund policy.
Full or partial?
Full refunds only. The platform does not support partial refunds.
How long does the Merchant have?
14 days from the date of the Transaction. After that, the Merchant can no longer process a refund through the platform.
How is the money returned?
To your original payment method (the card, Apple Pay, or Google Pay method you used), processed by Stripe.
How long does it take?
Typically 5 to 10 business days from the refund being initiated, depending on Stripe’s and your bank’s processing times.
What about my SoukPay Credits?
Credits you applied to the refunded purchase are returned to your available balance. Pending Credits you earned on the refunded purchase are cancelled. See Section 5.
3. How to Request a Refund
3.1 Refund requests are made to the Merchant, not to SoukPay. If you want a refund on a purchase, speak to the Merchant at the outlet or contact them directly, in the same way you would for any other card purchase. The Merchant decides whether to issue a refund in line with their own refund policy and applicable consumer protection law.
3.2 If the Merchant agrees, they initiate the refund from their SoukPay Merchant App. You will receive a refund confirmation in your Customer App, and the refund will appear in your transaction history.
3.3 Remember the 14-day window: the Merchant can only process a refund through the platform within 14 days of the Transaction. If you intend to ask for a refund, do so as early as possible.
4. What Happens When a Refund Is Processed
4.1 The full Transaction amount you paid by card is returned to your original payment method by Stripe. If you applied SoukPay Credits at the point of sale, the card refund covers the card portion of your payment; the applied Credits are handled as described in Section 5.
4.2 Refunds typically reach your payment method within 5 to 10 business days of initiation. The exact timing depends on Stripe and your card issuing bank. SoukPay does not control these timelines.
4.3 You will see the refund reflected in your Customer App transaction history, together with the corresponding adjustments to your SoukPay Credits ledger.
5. Refunds and Your SoukPay Credits
5.1 Credits you applied to the refunded purchase: if you used Available Credits to reduce the amount you paid by card on the refunded Transaction, those Credits are returned to your Available Credits balance when the refund is processed.
5.2 Credits you earned on the refunded purchase: the Credits you earned on a Transaction remain pending for 14 days — the same period as the Merchant’s refund window. If the Transaction is refunded, those Pending Credits are cancelled. Because the two windows are aligned, a refund never affects Credits that have already reached your Available balance, and nothing is ever deducted from Credits you have already spent.
5.3 The detailed rules for Credits — pending and release, redemption, reversals, and expiry — are set out in the SoukPay Credits Terms, which prevail over this Policy in case of any inconsistency relating to Credits.
5.4 Where a Merchant is required or agrees to provide a refund after the fourteen (14) day Platform Refund Window has expired, that refund may be arranged directly between the Merchant and you outside the SoukPay Platform, subject to Applicable Law. SoukPay will not be responsible for administering, processing, or recording any such off-Platform refund unless otherwise supported by the Platform
5.5 An off-Platform refund does not automatically result in any cancellation, reversal, or adjustment of SoukPay Credits. Any adjustment is made only where SoukPay receives reliable confirmation of the relevant refund and such adjustment is permitted under the SoukPay Credits Terms.
6. If a Merchant Refuses a Refund
6.1 SoukPay is a technology platform and is not a party to your purchase. The purchase contract is between you and the Merchant, and the decision to refund rests with the Merchant, subject to the Merchant’s obligations under applicable UAE consumer protection law.
6.2 If you believe a Merchant has wrongly refused a refund, you can: (a) raise the matter with the Merchant’s management directly; (b) contact the UAE consumer protection authorities (for Dubai merchants, the Dubai Department of Economy and Tourism consumer protection service; for other Emirates, the Ministry of Economy consumer protection department); and/or (c) raise a payment dispute (chargeback) with your card issuing bank under the applicable card scheme rules.
6.3 A chargeback is different from a platform refund: it is raised with your bank, not with the Merchant or SoukPay, and can be raised after the 14-day platform refund window has closed, in accordance with your bank’s and the card scheme’s rules and timeframes. If a chargeback is resolved in your favour, any Credits associated with the disputed Transaction are reversed as described in the SoukPay Credits Terms
6.4 You can also report a Merchant to SoukPay at support@soukpay.com. While SoukPay cannot compel a Merchant to issue a refund, repeated or serious complaints about a Merchant inform SoukPay’s decisions about that Merchant’s continued participation on the platform.
7. Failed and Duplicate Payments
7.1 If a payment fails or is declined, no amount is charged to your payment method and no action is needed. If you see a pending authorisation on your card statement for a failed payment, it is a temporary hold placed by your bank and will be released automatically, typically within a few business days.
7.2 If you believe you have been charged twice for the same purchase, contact the Merchant first — a genuine duplicate charge can be refunded by the Merchant through the platform within the 14-day window. If the matter is not resolved, contact SoukPay at support@soukpay.com and we will investigate the Transaction records, or raise the issue with your card issuing bank.
8. Your Statutory Rights
8.1 Nothing in this Policy limits or excludes any right you have under applicable UAE consumer protection law, including any statutory right to a refund, repair, or replacement for defective goods or services, or your right to raise a payment dispute with your card issuing bank.
9. Contact
9.1 For questions about this Policy or help with a refund issue, contact SoukPay at support@soukpay.com or through the Contact Us section of the Customer App. We aim to respond within 2 to 14 business days depending on the complexity of the matter.
