Refund Policy

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# Refund Policy for SoonGon

**Last Updated: December 27, 2025**

## Our Commitment

At SoonGon, we strive to provide exceptional value and service. This Refund Policy outlines when and how refunds are provided for our subscription services.

## General Refund Policy

**All App Store purchases and subscription refunds are handled by Apple under Apple’s App Store policies.** SoonGon cannot issue refunds directly to your payment method for In-App Purchases. Use **reportaproblem.apple.com**, the link in your Apple receipt, or Apple Support for refund requests.

### Standard Policy
- **No refunds** for partial subscription periods once activated
- **No refunds** for unused portions of monthly, 3-month, or yearly plans
- **Trial periods**: If offered, cancel before trial ends to avoid charges
- **Accidental purchases**: Must request refund within 24 hours

### Why This Policy?
Our subscriptions provide immediate access to premium features. Once activated, these features are available for your use. Digital services are delivered instantly, making refunds for used services unfair to our business.

## Eligible Refund Situations

We DO provide refunds in these circumstances:

### 1. Technical Issues
- **App crashes** preventing use for 7+ consecutive days
- **Data loss** due to our system errors
- **Feature failures** making the app substantially unusable
- **Login issues** caused by our servers

**Action Required**:
- Contact support immediately when issues occur
- Allow us 3 business days to resolve the problem
- If unresolved, refund for affected period provided

### 2. Billing Errors
- **Double charging** for the same subscription period
- **Wrong plan** charged (e.g., yearly instead of monthly)
- **Unauthorized charges** after cancellation
- **Incorrect amount** charged

**Action Required**:
- Report within 30 days of charge
- Provide transaction ID and bank statement
- We investigate within 5 business days

### 3. Subscription Disputes
- **Auto-renewal** despite timely cancellation
- **Failed cancellation** due to technical issues on our end
- **Subscription changes** not properly applied

**Action Required**:
- Must provide proof of cancellation attempt
- Screenshots or email confirmations helpful
- Report within 14 days of charge

### 4. Quality Issues
- **AI features** completely non-functional for your device
- **Major bugs** making core features unusable
- **Promised features** not delivered as described

**Action Required**:
- Detailed description of issues
- Screenshots or screen recordings
- Must attempt basic troubleshooting first

## Non-Refundable Situations

We CANNOT provide refunds for:

### Personal Circumstances
- Change of mind after subscription activated
- Not using the app (responsibility to cancel)
- Forgetting to cancel before renewal
- Financial hardship (please cancel to avoid future charges)

### Technical Limitations
- Device incompatibility (check requirements before purchase)
- Insufficient storage space on your device
- Internet connectivity issues on your end
- Device-specific bugs beyond our control

### Service Expectations
- AI accuracy not meeting personal expectations
- Recipe suggestions not matching preferences
- App features different from assumptions
- Preference for different app after purchase

## Lifetime Plan Refunds

### Special Considerations
The Lifetime Plan ($99.99) has a modified refund policy:

- **14-day money-back guarantee** if completely unused
- **30-day partial refund** (75%) for technical issues only
- **No refunds** after 30 days unless critical app failure
- Must delete account to receive lifetime refund

## Refund Process

### How to Request
1. **Best option:** Go to **reportaproblem.apple.com** and submit a refund request (use the same Apple ID you used to purchase).
2. **Or contact us:** Email **soongonhelp@gmail.com** with subject "Refund Request - [Order ID]" and include your name, email, transaction ID, purchase date, and reason. We will respond within 24–48 hours and help where we can.
3. **Include:** Transaction ID (from Apple receipt or Purchase History), purchase date, plan name, and reason for the request.

### Who Processes Refunds
- **All subscription payments** are processed by Apple. Refunds are issued by Apple to your original payment method.
- **Timeline:** Apple typically processes approved refunds within 5–10 business days.
- **Invoices/receipts:** Sent by Apple to your Apple ID email; also available in Settings > Apple ID > Subscriptions / Purchase History.

## Partial Refunds

Partial refunds are handled by Apple App Store:

### Pro-Rated Refunds
- Calculated based on unused days
- Only for extenuating circumstances
- Requires manager approval
- Minimum refund amount: $1.00

### Example Calculation
- Yearly plan: $39.99
- Used: 2 months (60 days)
- Remaining: 10 months (305 days)
- Pro-rated refund: $39.99 × (305/365) = $33.42

## Cancellation vs. Refund

### Important Distinction

**Cancellation**:
- Stops future billing
- Access continues until current period ends
- Can be done anytime
- No refund for current period

**Refund**:
- Returns money already charged
- Only in eligible situations
- Requires approval
- Access may be immediately revoked

## Alternative Solutions

Before requesting a refund, consider:

### Downgrade to Free Plan
- Cancel premium subscription
- Continue using basic features
- No charges going forward
- Keep your data intact

### Pause Subscription
- Contact support about pausing
- May be available for extended travel
- Prevents charges during pause
- Resume when ready

### Account Credit
- Instead of refund, receive account credit
- Use toward future subscription
- Never expires
- Flexible application

## Fraud Prevention

### Our Rights
We reserve the right to:
- Deny refunds for suspected fraud
- Ban accounts with refund abuse
- Report fraudulent chargebacks
- Pursue legal action for fraud

### Chargeback Policy
**DO NOT file chargebacks** without contacting us first:
- Contact us for all refund requests
- Chargebacks result in immediate account termination
- We contest illegitimate chargebacks
- Future purchases may be blocked

## Special Promotions

### Promotional Discounts
- Refunds calculated on amount actually paid
- Promotional discounts are not refundable separately
- Discounted plans follow same refund rules

### Gift Subscriptions
- Refunds only to purchaser, not recipient
- Must be unused to qualify
- Same time limitations apply

## Contact for Refunds

### Requesting a Refund
- **Primary:** Use **reportaproblem.apple.com** (Apple handles App Store refunds) or the link in your Apple receipt email.
- **Help or escalation:** Email **soongonhelp@gmail.com** with subject "Refund Request - [Order ID]". We will respond within 24–48 hours and, where appropriate, work with Apple on your behalf.

### Include in Your Request
1. Order/Transaction ID (from Apple receipt or Settings > Apple ID > Purchase History)
2. Purchase date
3. Subscription plan
4. Reason for the request
5. Any supporting details (e.g. screenshots)

### What to Expect
- We acknowledge within 24–48 hours
- Refunds for App Store purchases are processed by Apple; we can help escalate or explain
- If Apple approves a refund, it is credited to your payment method per Apple’s timeline (typically 5–10 days)

## Fair Use

We believe in fair business practices:
- **Be honest** in refund requests
- **Provide details** to help us help you
- **Try solutions** we suggest first
- **Respect** our policy and decisions

## Policy Changes

This Refund Policy may be updated. Changes effective upon posting. Continued use after changes constitutes acceptance.

## Questions?

**Email:** soongonhelp@gmail.com  
**Refund requests:** Prefer reportaproblem.apple.com; we can help at soongonhelp@gmail.com  
**In-app:** Settings > Help & FAQ

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Thank you for using SoonGon. We are committed to fair treatment and clear policies for all users.