Last updated: 24/11/2025
This Refund Policy explains the circumstances under which Enaya Soul (“we”, “us”, “our”) may issue a refund for purchases made via our website enayasoul.com (the “Site”).
Enaya Soul primarily offers digital products and content (including, without limitation, meditations, affirmations, audio tracks and related materials). Due to the nature of digital products, all sales are generally final and non-refundable, except in limited, exceptional situations described below.
This Policy does not affect any mandatory consumer rights granted to you by applicable law in your country of residence. Where this Policy conflicts with such mandatory rights, the law will prevail.
1. General Rule: All Sales Are Final
Once an order is successfully processed and access to the digital product has been provided (for example, via download link, streaming access or email delivery), the purchase is considered final.
We do not provide refunds for reasons including (but not limited to):
- ● change of mind or loss of interest;
- ● subjective dissatisfaction with the content (e.g., you did not like the voice, style, length or effect of the meditation);
- ● lack of time or failure to use the purchased content;
- ● unrealised expectations regarding results, outcomes or personal transformation.
2. Exceptional Circumstances Where a Refund May Be Considered
In exceptional cases, and always at our sole discretion, we may consider issuing a full or partial refund. Examples of such situations include:
- 1. Unauthorized or fraudulent transaction
- ○ Your phone, device or bank card was stolen or compromised, and a purchase on our Site was made without your knowledge or consent.
- ○ You must be able to provide reasonable evidence (for example, a bank statement, confirmation of card blocking, or a police report).
- ○ In such cases, we may also direct you to contact your bank or payment provider first, as they may have their own chargeback or fraud-protection procedures.
- 2. Clear mistake or unintentional payment
- ○ Obvious payment error, such as:
- ■ accidental duplicate purchase of the same product;
- ■ multiple charges for a single order;
- ■ purchase made by a minor without the account holder’s consent; or
- ■ a transaction where the customer reasonably could not understand what exactly they were paying for (for example, a clearly misleading or technically garbled checkout flow).
- ○ We will review such cases individually, taking into account the clarity of the product description, your usage of the product and any supporting evidence.
- 3. Technical failure and non-delivery of the product
- ○ You completed payment, but:
- ■ did not receive any download or access link;
- ■ the link provided does not work; or
- ■ there is a verified technical issue on our side preventing you from accessing the product.
- ○ In such cases, we will first make reasonable efforts to restore access or re-deliver the product.
- ○ If, after our efforts, we are still unable to provide access within a reasonable timeframe, we may issue a refund for the affected purchase.
- 4. Other documented extenuating circumstances
- ○ Serious, documented situations that make the use of the service objectively impossible or clearly unfair without a refund (for example, serious illness, long-term hospitalization, or similar extraordinary events).
- ○ Any such refund will be made only at our sole discretion and based on the information and documentation you provide.
We reserve the right to decline refund requests that:
- ● are not supported by any evidence;
- ● contradict our usage records;
- ● are submitted after a significant period of time from the date of purchase, to the extent permitted by applicable law.
3. How to Request a Refund
To request a refund in one of the exceptional cases described above, you must:
- 1. Send an email to: hello@enayasoul.com
- 2. Include the following information in your message:
- ○ your full name;
- ○ the email address used for the purchase;
- ○ order number or any payment reference (if available);
- ○ date and approximate time of purchase;
- ○ a clear explanation of the situation and why you are requesting a refund;
- ○ any supporting documents (for example, screenshots, bank statement fragment showing the charge, confirmation from your bank, or other relevant evidence).
We may ask you to provide additional information if needed in order to verify the transaction and your identity.
4. Review and Processing of Requests
- ● All refund requests are reviewed in the order in which they are received.
- ● We aim to respond and process requests as soon as reasonably practicable; however, we do not guarantee any specific response or processing timeframe.
- ● Approval of a refund (full or partial) is always at our sole discretion, except where applicable law obliges us to provide a refund.
If a refund is approved:
- ● Refunds will generally be issued using the same payment method that was used for the original purchase, where technically possible.
- ● Any fees retained by payment processors, banks or currency-conversion services may not be refundable.
5. Chargebacks and Payment Disputes
If you initiate a chargeback or other dispute with your bank or payment provider, we may:
- ● suspend access to any purchased content associated with the disputed transaction while the investigation is ongoing; and/or
- ● provide the bank or payment provider with information and records relevant to the transaction.
Where a refund has already been granted, you agree not to seek a duplicate refund via chargeback or any other dispute mechanism.
6. Changes to This Refund Policy
We may update or amend this Refund Policy from time to time. The updated version will be published on this page and will take effect from the date of publication, unless otherwise stated.
Your continued use of the Site after any changes to this Policy constitutes your acceptance of the updated terms.
7. Contact
If you have any questions about this Refund Policy or wish to submit a refund request, please contact us at:
Email: hello@enayasoul.com
