Refund & Cancellation Policy

Soraa offers digital goods and services — Coins (virtual currency), content unlocks, and creator subscriptions. Because these are digital products that are consumed immediately upon purchase or delivery, our refund policy is designed to balance user protection with the nature of digital commerce.

All payments on Soraa are processed by Cashfree Payments, a licensed payment aggregator regulated by the Reserve Bank of India (RBI).

General policy: Coin purchases are generally non-refundable. Once Coins are credited to your wallet, they cannot be exchanged for cash or refunded except in the circumstances listed in Section 5.

Why Coins are non-refundable: Coins are a digital virtual currency with no monetary value outside the Platform. They are credited instantly upon successful payment. Because creators are paid from Coin revenue, reversal would create financial harm to them.

Unused Coins: If you close your account, any remaining Coins are forfeited. We recommend using your Coin balance before requesting account deletion.

Monthly subscriptions: When you subscribe to a creator's channel using Coins, access to premium content begins immediately. Subscriptions are non-refundable once the subscription period has started.

Cancellation: You may cancel a subscription at any time from your account settings. Cancellation takes effect at the end of the current billing period — you will retain access until then. No partial refunds are given for unused days in a billing period.

When you use Coins to unlock a specific chapter or piece of content, access is granted immediately and permanently (for as long as the content exists on the Platform and your account is active). Content unlocks are non-refundable once access has been granted.

Refunds will be considered in the following circumstances:

• Duplicate charge: You were charged more than once for the same transaction due to a technical error.
• Payment deducted but Coins not credited: Your payment was successfully debited but Coins were not added to your wallet within 30 minutes.
• Unauthorised transaction: A payment was made from your account without your knowledge or consent. You must report this within 7 days of the transaction and may be required to file a police complaint.
• Platform error: A verified technical error on Soraa's side caused an incorrect charge amount.

Refunds are not provided for:

• Change of mind after purchase.
• Failure to use purchased Coins or subscriptions.
• Dissatisfaction with content quality (we encourage reading free previews before unlocking).
• Account suspension or termination due to Terms of Service violations.

To request a refund, email us at support@soraa.io with the subject line "Refund Request" and include:

• Your registered email address / username.
• The transaction ID or order ID (visible in your Cashfree payment receipt).
• The date and amount of the transaction.
• A brief description of the issue and why you believe a refund is warranted.
• Any supporting evidence (screenshots of payment confirmation, error messages, etc.).

We will acknowledge your request within 2 business days and aim to resolve it within 7 business days.

Once a refund is approved:

• Refunds are processed back to the original payment method (UPI, card, net banking, wallet).
• Cashfree typically processes the reversal within 5–7 business days.
• Your bank or card issuer may take an additional 3–5 business days to reflect the credit.
• UPI refunds are generally faster (1–3 business days).

Soraa is not responsible for delays caused by banks, card networks, or payment processors beyond our control.

If you initiate a chargeback with your bank or card issuer without first contacting us, we reserve the right to suspend your account pending investigation. Many issues that lead to chargebacks can be resolved faster by contacting us directly.

Fraudulent chargebacks — where payment was legitimately received and services delivered — may result in permanent account termination and recovery of funds through legal channels.

For all refund requests, payment queries, or cancellations, please contact us: