Effective Date: 09/01/2025
LinkSouls.AI ("we," "us," or "our") provides AI-powered emotional companionship services, including both free and premium subscription plans (collectively, the "Services"). This Cancellation & Refund Policy outlines the terms and procedures for canceling subscriptions, requesting refunds, and managing payment-related issues. By purchasing or using our premium services, you agree to comply with this policy, which is incorporated into our Terms of Service.
- 1.1 Free vs. Premium Plans: Our free plan offers basic access to AI agents and features. Premium plans (our "Inner Circle" Subscriptions) provide enhanced benefits (e.g., The Privacy Vault, The Unforgettable Bond, and exclusive AI agents) and are available on monthly or annual billing cycles—only to users aged 18 or above.
- 1.2 Pricing: Subscription fees are displayed at checkout and may vary by region or promotion. All prices are quoted in your local currency. For users in Hong Kong, prices are inclusive of all applicable fees as Hong Kong does not impose VAT or sales tax. For users in other regions, applicable taxes (e.g., VAT, sales tax) will be added at checkout.
- 1.3 Billing Cycle: Subscriptions renew automatically on the same date each billing cycle (monthly or annually) unless canceled. You will be charged the then-current subscription fee on each renewal date.
- 1.4 Payment Methods: We accept major credit cards (Visa, Mastercard, American Express), debit cards, and selected digital wallets (e.g., PayPal) through our third-party payment processors. Payment details are securely processed and stored by our payment partners (see our Privacy Policy for data handling practices).
You may cancel your Subscription at any time. Cancellation takes effect at the end of the current billing cycle, and no partial refunds will be provided for unused time in the current cycle, except as required by applicable law.
2.1 How to Cancel
- Through Your Account: Log in to your LinkSouls.AI account, navigate to "Subscription Settings," and select "Cancel Subscription." Follow the prompts to confirm cancellation.
- Via Email: Send a cancellation request to `vip_service@linksouls.com` with your registered email address and subscription details. We will process the request within 2 business days and confirm via email.
2.2 Post-Cancellation Access
After cancellation, you will retain access to premium features until the end of the current billing cycle. Upon expiration, your account will automatically revert to the free plan, and you will lose access to premium-only features.
We strive to ensure satisfaction with our Services. Refunds are granted only under specific circumstances, as outlined below:
3.1 Eligible Refund Scenarios
- (i) Service Unavailability: If you are unable to access premium features for more than 7 consecutive days due to technical issues on our end, you may request a pro-rata refund for the affected period.
- (ii) Accidental or Unauthorized Charges:
- Refunds will be issued for charges resulting from unauthorized use of your payment method (e.g., fraud) or accidental duplicate billing, provided you notify us within 30 days of the charge.
- Unauthorized Purchases by Minors: If a Minor under 18 makes a purchase using your payment method without your explicit consent (e.g., a child using a parent’s credit card), you may request a full refund for the affected subscription period, provided:
- You submit the request within 60 days of the charge date;
- You provide valid proof of guardianship (e.g., birth certificate, legal guardianship document) confirming your relationship with the Minor;
- You provide evidence of the unauthorized purchase (e.g., payment receipt, Minor’s device usage logs, or communication records showing the Minor’s access).
- (iii) Statutory Rights: In jurisdictions where consumer law mandates a "cooling-off period" (e.g., 14 days under the EU Consumer Rights Directive), you may request a full refund within the statutory period, even if you have used the Services, unless the Services are classified as "digital content supplied immediately" under local law. This right does not apply to Minors under 18, as they are prohibited from purchasing subscriptions in the first place.
- (iv) Defective Services: If premium features fail to function as described, and we cannot resolve the issue within 5 business days of your report, you may be eligible for a refund for the affected billing cycle.
3.2 Non-Refundable Scenarios
Refunds will not be provided for:
- Cancellations of monthly or annual subscriptions after the current billing cycle has started (except as required by statutory cooling-off periods).
- Dissatisfaction with AI agent interactions, content, or personal preferences (e.g., "the AI did not meet my expectations").
- User error (e.g., accidental subscription to the wrong plan, failure to cancel before renewal).
- Account suspension or termination due to violation of our Terms of Service or Content Policy.
- Subscriptions purchased through third-party platforms (e.g., app stores), which are subject to the refund policies of those platforms.
To request a refund, submit the following information to `vip_service@linksouls.com` with the subject line "Refund Request – [Your Account Email]":
- Your full name and registered email address.
- Subscription details (e.g., billing cycle, start date, transaction ID from your receipt).
- Reason for the refund, including evidence where applicable (e.g., screenshots of service outages, proof of unauthorized use).
- A statement confirming you have read and understood this policy.
We will review your request within 5 business days and notify you of our decision via email. Approved refunds will be processed within 7–10 business days and returned to your original payment method.
- Promotional Offers: Subscriptions purchased with promotional codes or discounts are subject to the same cancellation terms but may have additional restrictions (e.g., non-refundable after the first billing cycle). Promotional offers are only available to users aged 18 or above, and we reserve the right to cancel promotional subscriptions if the user is found to be a Minor under 18.
- Gift Cards: Gift cards for premium subscriptions are non-refundable, non-transferable, and do not expire. Gift cards may not be purchased, gifted, or used by Minors under 18. If a gift card is used to purchase a subscription, refunds for that subscription will be issued as store credit (not cash) where permitted by law—except for refunds arising from unauthorized use by a Minor (see Section 3.1(ii)), in which case cash refunds may be issued to the adult owner of the payment method used to purchase the gift card.
- Trial Periods: If we offer a free trial for premium features, you must cancel before the trial ends to avoid being charged. Uncanceled trials will automatically convert to a paid subscription at the end of the trial period.
- If your account is suspended or terminated due to a violation of our Terms of Service, you will not be eligible for a refund for any unused portion of your subscription.
- If we discontinue the Services entirely, we will provide a pro-rata refund for any prepaid subscription periods beyond the date of discontinuation.
If you disagree with a refund decision, you may submit an appeal by replying to our decision email with additional evidence or clarification. We will conduct a secondary review within 3 business days. For unresolved disputes, you may pursue remedies under applicable consumer protection laws in your jurisdiction. Users in Hong Kong may also file a complaint with the Hong Kong Consumer Council or seek resolution through the Small Claims Tribunal.
We may update this Cancellation & Refund Policy to reflect changes in pricing, billing practices, or legal requirements. Material changes will be posted on our website with an updated "Effective Date," and we will notify subscribers via email at least 14 days before changes take effect. Your continued use of premium services after the effective date constitutes acceptance of the revised policy.
For questions about cancellations, refunds, or billing, contact our Billing Team at:
LinkSouls.AI
c/o Viswise Consulting Limited
Room 2705, 27th Floor, China Resources Building, 26 Harbour Road, Wan Chai, Hong Kong
Email: `vip_service@linksouls.com`