1. About These Terms
1.1 These Customer Terms & Conditions (the “Terms”) govern your access to and use of the SoukPay Customer App and the SoukPay Platform operated by SoukPay Rewards Tech Ltd, a company incorporated in the Dubai International Financial Centre with registered address at DIFC Innovation Hub, Level 1, Gate Avenue – South Zone, Dubai, United Arab Emirates (“SoukPay”, “we”, “our”, “us”).
1.2 By registering a SoukPay Customer account, you accept these Terms, the SoukPay Credits Terms, and the SoukPay Privacy Policy, each of which forms part of your agreement with SoukPay. If you do not accept these documents, do not register or use the Platform.
1.3 In these Terms, “you” and “your” refer to the individual holding a SoukPay Customer account. Capitalised terms not defined in these Terms have the meanings given in the SoukPay Credits Terms.
2. What SoukPay Is — and Is Not
2.1 SoukPay is a payment technology and rewards platform. The Customer App lets you discover participating merchants (“Merchants”), pay at Merchant outlets by scanning a QR code, earn SoukPay Credits on your purchases, and redeem SoukPay Credits on future purchases at any Merchant.
2.2 SoukPay is a technology service provider only. SoukPay is not a bank, is not a payment service provider, is not a wallet provider, and does not hold your money at any time. All card payments made through the Platform are processed by Stripe, SoukPay’s licensed payment service provider, and are charged directly against the relevant Merchant’s Stripe account. The Merchant is the merchant-of-record on every purchase you make.
2.3 Your purchase contract is with the Merchant, not with SoukPay. SoukPay is not a party to the sale of any goods or services by a Merchant, and is not responsible for the quality, safety, legality, or delivery of anything you buy from a Merchant. Any complaint about goods or services should be raised with the Merchant directly.
2.4 SoukPay Credits are a closed-loop promotional reward. They are not money, cannot be withdrawn as cash, and cannot be transferred to anyone else. The SoukPay Credits Terms govern how Credits are earned, released, redeemed, reversed, and expired. The rate at which you earn SoukPay Credits is set by each participating Merchant and varies between Merchants and over time; the applicable rate is the Merchant’s rate in effect at the time of your Transaction. SoukPay does not guarantee any fixed or minimum earn rate.
3. Eligibility and Registration
3.1 You must be at least eighteen (18) years of age to register a SoukPay Customer account. By registering, you confirm that you are 18 or older.
3.2 Accounts are for individuals only. You may hold only one Customer account. Corporate, joint, shared, and multiple accounts are not permitted.
3.3 To register, you must provide your first name, last name, mobile phone number, and email address, and verify your phone number and email address. You agree to keep this information accurate and up to date.
3.4 You are responsible for maintaining the confidentiality of your login credentials and for all activity on your account. Notify us immediately at the contact address in clause 13 if you suspect unauthorised access to your account.
3.5 SoukPay may decline a registration, or suspend or close an account, where SoukPay reasonably believes the registration information is inaccurate, the account is being used in breach of these Terms, or the account presents a fraud or security risk.
4. Payments
4.1 You can pay at a Merchant outlet by scanning the Merchant’s QR code in the Customer App, confirming the amount, optionally applying Available SoukPay Credits, selecting a payment method, and confirming the payment.
4.2 Supported payment methods are Apple Pay, Google Pay, and payment cards saved to your account. Saved cards are stored and processed by Stripe — SoukPay does not store your full card details on its own systems at any time.
4.3 When you confirm a payment, you authorise the charge to your selected payment method for the amount shown, less any Available Credits you have applied. The charge is processed by Stripe against the Merchant’s Stripe account.
4.4 A payment is complete when Stripe confirms successful capture. You will see a success screen with a receipt, and the SoukPay Credits earned on the purchase will be added to your Pending Credits as described in the SoukPay Credits Terms.
4.5 If a payment fails or is declined, no amount is charged and no Credits are earned. You may retry with the same or a different payment method.
4.6 You must only initiate payments for genuine purchases you are making in person at the Merchant outlet. You must not use the Platform to make payments on behalf of another person for value, to move money, or for any purpose other than paying for your own purchase.
5. Refunds
5.1 Refunds on the Platform are full refunds only — a Merchant cannot partially refund a purchase through the Platform.
5.2 Refunds are initiated by the Merchant, at the Merchant’s discretion and subject to the Merchant’s own refund policy, within fourteen (14) days of the purchase. After that window, the Merchant can no longer process a refund through the Platform.
5.3 When a Merchant processes a refund, Stripe returns the full amount you paid by card to your original payment method. Refunds typically reach your payment method within five (5) to ten (10) business days, subject to Stripe’s and your bank’s processing times.
5.4 If you applied SoukPay Credits to the refunded purchase, the applied Credits are returned to your Available Credits balance. The Pending Credits you earned on the refunded purchase are cancelled, as described in the SoukPay Credits Terms.
5.5 Nothing in these Terms limits any right you may have under applicable UAE consumer protection law, or your right to raise a payment dispute with your card issuing bank in accordance with the applicable card scheme rules.
5.6 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 you and the Merchant outside the Platform, subject to Applicable Law. SoukPay is not responsible for administering or recording any such off-Platform refund unless otherwise supported by the Platform.
5.7 An off-Platform refund does not automatically result in any adjustment to SoukPay Credits. Any adjustment to Credits following an off-Platform refund shall be governed by the SoukPay Credits Terms.
6. SoukPay Credits
6.1 The SoukPay Credits programme — including how Credits are earned, the 14-day pending period, release to your available balance, redemption at 1 Credit = 1 AED, reversals, fraud protections, and expiry after 12 months without an authenticated login — is governed by the SoukPay Credits Terms, which form part of your agreement with SoukPay.
6.2 In case of any inconsistency between these Terms and the SoukPay Credits Terms in relation to SoukPay Credits, the SoukPay Credits Terms prevail.
7. Acceptable Use
7.1 You agree not to: (a) use the Platform for any unlawful purpose or in breach of any applicable law; (b) create or operate more than one Customer account, or create an account using false information; (c) interfere with, disrupt, reverse-engineer, decompile, or attempt to gain unauthorised access to the Platform or its underlying systems; (d) use the Platform to harass, defraud, or harm any Merchant, Customer, or third party; (e) circumvent or attempt to circumvent the design of the SoukPay Credits programme, including through collusion with any Merchant or its staff; or (f) resell, sublicense, or commercially exploit access to the Platform.
7.2 SoukPay may suspend or close your account, cancel Credits, and report unlawful conduct to the relevant authorities where you breach this clause.
8. Account Deletion
8.1 You may delete your account at any time from within the Customer App.
8.2 When you delete your account, it enters a thirty (30) day deactivation window. During this window, you may restore your account and full access simply by logging in again with your credentials.
8.3 If you do not log in during the 30-day deactivation window, your account is permanently deleted at the end of the window. Permanent deletion is irreversible: your account, your transaction history access, and all SoukPay Credits held on the account (Pending and Available) are permanently removed and cannot be restored.
8.4 Deletion of your account does not affect completed transactions, which remain valid, or any records SoukPay is required to retain under applicable law, which are handled in accordance with the SoukPay Privacy Policy.
9. Communications and Marketing
9.1 SoukPay will send you service communications — including payment receipts, refund confirmations, security notifications, Credits expiry reminders, and material changes to these Terms — by email, SMS, or in-app notification. Service communications are a necessary part of operating your account and cannot be opted out of while your account is open.
9.2 SoukPay will only send you marketing communications — such as offers, new Merchant announcements, and promotional campaigns — if you have opted in to receive them. You can opt in at registration or later in the app settings, and you can withdraw your consent at any time in the app settings or by using the unsubscribe mechanism in any marketing message. Withdrawing marketing consent does not affect service communications.
10. Availability, Changes, and Liability
10.1 SoukPay aims to keep the Platform available at all times but does not guarantee uninterrupted availability. The Platform may be unavailable during maintenance, upgrades, or events outside SoukPay’s reasonable control, including failures of Stripe, card networks, telecommunications providers, or Merchant systems.
10.2 Force Majeure. SoukPay shall not be liable for any delay, interruption, unavailability, or failure in the operation of the Platform to the extent caused by circumstances beyond SoukPay’s reasonable control, including failures or interruptions affecting Stripe, card schemes, banking networks, telecommunications or internet services, cloud or hosting infrastructure, governmental or regulatory action, natural disasters, acts of war or terrorism, civil disturbance, or other events beyond SoukPay’s reasonable control. SoukPay shall use reasonable efforts to mitigate the effects of any such event and restore affected Platform services as soon as reasonably practicable.
10.3 SoukPay may modify, add, or remove features of the Platform from time to time. SoukPay will give you no less than thirty (30) days’ notice of any change to these Terms that is materially unfavourable to you. Your continued use of the Platform after a change takes effect constitutes acceptance of the change.
10.4 Nothing in these Terms excludes or limits SoukPay’s liability for fraud, for death or personal injury caused by its negligence, or for any liability that cannot be excluded or limited under applicable law.
10.5 Subject to clause 10.4: (a) SoukPay is not liable for the acts or omissions of any Merchant, including the quality or delivery of goods or services, a Merchant’s refusal to accept payment via the Platform, or a Merchant’s decision on any refund; (b) SoukPay is not liable for the acts or omissions of Stripe, card networks, or issuing banks, including declined payments, settlement delays, or chargeback outcomes; and (c) SoukPay’s total aggregate liability to you arising out of or in connection with these Terms shall not exceed the total value of SoukPay Credits held on your account at the time of the event giving rise to the liability, or AED 1,000, whichever is greater.
10.6 SoukPay is not liable for any indirect or consequential loss, loss of profit, or loss of opportunity.
11. Complaints
11.1 If you have a complaint about the Platform or about SoukPay’s service, contact us at the address in clause 13. We will acknowledge your complaint and respond substantively within two (2) to fourteen (14) business days of receipt, depending on the complexity of the matter.
11.2 Complaints about a Merchant’s goods or services should be raised with the Merchant directly. Complaints about a card charge may also be raised with your card issuing bank under the applicable card scheme rules
12. Privacy
12.1 SoukPay processes your personal data in accordance with the SoukPay Privacy Policy, which describes what data we collect, why we collect it, how long we keep it, who we share it with (including Stripe as payment processor), and your rights in relation to it.
13. Contact
13.1 You can contact SoukPay at support@soukpay.com or through the Contact Us section of the Customer App.
14. General
14.1 These Terms are governed by the laws of the Dubai International Financial Centre. Any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of the Dubai International Financial Centre.
14.2 If any provision of these Terms is held invalid or unenforceable, the remaining provisions continue in full force and effect.
14.3 SoukPay’s failure to enforce any right under these Terms is not a waiver of that right.
14.4 You may not assign or transfer your account or any rights under these Terms. SoukPay may assign these Terms to a group company or successor in connection with a corporate reorganisation, merger, or sale of business.
14.5 These Terms, the SoukPay Credits Terms, and the SoukPay Privacy Policy constitute the entire agreement between you and SoukPay in respect of your use of the Platform.
