What this policy covers
This Refund & Cancellation Policy applies to paid PakSouls subscriptions (such as Premium) bought on our member platform at members.paksouls.com. Creating a profile, getting verified, searching, connecting and messaging are free and stay free — you never need a subscription to use PakSouls.
PakSouls Gold (our managed matchmaking service) is agreed with you separately, and its own written terms apply. Subscriptions bought through the Google Play Store or Apple App Store are billed by those stores, so refunds for them follow the store's own refund process (see App store purchases).
How subscriptions are billed
Subscriptions are sold for a fixed period (for example, one month) at the price shown on the Subscription page when you choose a plan, in Pakistani rupees (PKR) or US dollars (USD).
- Manual payments (for example JazzCash or PayPal): you pay the invoice for each period yourself, and we activate your subscription once the payment is confirmed. A manual subscription does not renew on its own — if you don't pay the next invoice, it simply ends at the close of the period you paid for.
- Card payments, where offered, renew automatically at the end of each period until you cancel.
Every payment comes with an invoice you can view and download from your Subscription page.
Cancelling your subscription
You can cancel at any time from Subscription in your member account, or by emailing us. When you cancel:
- You won't be charged again.
- You keep your paid features until the end of the period you have already paid for, then your account returns to the free plan.
- Your profile, connections and messages are not affected — cancelling a subscription is not the same as deleting your account.
Deleting your account doesn't automatically refund a payment. If you think you are owed a refund, request it before you delete your account.
When you can get a refund
We will refund a subscription payment in full if:
- You were charged twice for the same period, or charged an incorrect amount.
- You were charged after you had already cancelled.
- You paid, but we could not confirm your payment or activate your subscription within 7 days of you submitting proof of payment.
- A fault on our side stopped you from using your paid features for a significant part of the period and we could not fix it within a reasonable time.
If something else has gone wrong, please still contact us — we look at every request individually and will be fair.
When refunds are not given
Outside the cases above, subscription payments are generally non-refundable, including:
- Unused time left in a period after you cancel (your access continues until it ends instead).
- Changing your mind after your subscription has been activated and used.
- Not finding a match during your subscription — PakSouls helps you meet people but cannot guarantee an introduction or a marriage.
- Accounts suspended or removed for breaking our Terms of Service or Community Guidelines.
How to request a refund
Email support@paksouls.com within 14 days of the payment, from the email address on your account, and include:
- Your invoice number (shown on the invoice in your Subscription page).
- How you paid (for example JazzCash or PayPal) and the transaction reference.
- A short description of the problem.
We reply within 3 business days. Approved refunds are sent back to the original payment method, in the currency you paid, usually within 7–10 business days. We refund the full amount we received; fees charged by your bank, wallet or payment provider are outside our control.
App store purchases
If you subscribed inside the PakSouls app through Google Play or the App Store, the store took the payment, so cancellations and refunds are handled through your Google Play or Apple account under their refund policies. We are happy to help if you contact us, but we cannot issue those refunds ourselves.
Your legal rights
Nothing in this policy takes away any rights you have under consumer protection law where you live. If the law gives you a right to a refund that this policy does not mention, that right still applies.
Changes to this policy
We may update this policy from time to time. Changes apply to payments made after the updated policy is posted; the version shown when you paid applies to that payment.
Contact us
Questions about payments, cancellations or refunds can be sent to support@paksouls.com.