SoulName · Information & support
Refund Policy
If something goes wrong with a purchase, we want to hear about it and resolve it fairly.
SoulName is operated by Zhang Wei, an individual based in China. Contact: support@soulname.love.
Duplicate charges and technical non-delivery
If you were charged more than once for the same purchase, or a technical failure prevented delivery of the purchased result, contact us to request a refund. We will check the payment and delivery records and refund a verified duplicate or undelivered purchase.
Cancelling human work before it starts
You can request cancellation and a refund for expert work that has not started. Contact us as soon as possible so we can check its status. If a combined plan has already delivered part of the purchase, we will assess the refund for the part that remains undelivered.
Problems with a delivered result
Naming results are personalised. If a completed result contains an error, does not match the purchased plan, or raises another concern, tell us what went wrong. We assess these requests individually and discuss an appropriate correction or refund. This is not a blanket refusal of refunds for digital or personalised work.
How to request help
Email support@soulname.love with your account email, order ID or receipt reference, and a short explanation of the problem. Do not send your full card number, security code, passwords, or bank credentials. We aim to respond within 3 business days.
Approved refunds are handled through the payment provider, normally back to the original payment method. The time until funds appear depends on the provider and your bank; we will confirm when a refund has been issued rather than promise an unverified arrival date.
Your statutory rights
This policy does not limit any mandatory cancellation, refund, or consumer-remedy rights under applicable law. Where those rights give you a more favourable remedy, they take precedence over this policy.