Refund Policy

1. Our commitment

Every service sold on SOULDAHBI.com is a fixed-price digital deliverable with a published delivery timeframe ("SLA"). This policy sets out exactly when you are entitled to a refund, how to request one, and how quickly funds are returned. It forms part of our Terms of Service.

2. When you are entitled to a full refund

• Cancellation before work begins. You may cancel any order for a full refund at any point before we begin work. Work is considered to have begun once we confirm in writing that production on your brief has started.
• Missed SLA. If we fail to deliver your order within the published SLA window (measured from receipt of both payment and your completed brief, as defined in the Fulfilment Policy), you are entitled to a full refund on request. You may alternatively choose to allow us extra time — the choice is yours.
• Order declined by us. If we decline or cancel your order for any reason before delivery, all amounts paid for undelivered work are refunded automatically.

3. When you are entitled to a revision or partial refund

• Deliverable does not match its description. If what you receive materially differs from the deliverables published on the service page at the time of your order, contact us within 7 days of delivery. We will first offer to correct the work at no charge. If we cannot correct it within a reasonable time, we will issue a refund proportionate to the shortfall — up to and including a full refund.
• Partial delivery. If only part of an order can be delivered, we will refund the undelivered portion on a pro-rata basis.

4. What is not refundable

• Orders delivered in full, on time, and matching their published description — including cases where you are dissatisfied with the commercial performance of campaigns or creatives, since we do not sell or guarantee performance outcomes (see our Terms of Service);
• Delays caused by your side — late briefs, missing assets, or account access not granted — which extend the SLA rather than breach it;
• Change of mind after work has begun (though contact us anyway — where work is at an early stage we will always consider a fair partial refund);