Refund Policy

How wallet holds work

When you start a chat reply, image, or video generation, Soulris places a temporary hold on your wallet balance for the estimated cost. If the generation completes successfully, that hold is charged (settled) for the actual cost. If it fails — for example, the AI provider returns an error — the hold is released back to your available balance automatically, generally within a few minutes.

Failed generations

If a generation you paid for fails, the amount held for it is released back to your wallet rather than being charged.

If you believe a generation was charged despite failing, or a hold wasn't released, contact info @ soultrob .com with your account email and the approximate date/amount.

Video generation specifically

Video Studio generations go through several async stages (reserved, generating, completed) before they finish. If a video is cancelled or expires before completion, .

Refunding unused wallet balance

Deposits and chargebacks

Deposits are processed by Flutterwave.

Free trial credit

The free trial credit given on signup is provided at no cost and has no cash value — it can't be withdrawn, refunded, or exchanged, and is separate from any deposited balance.

Balance expiry

Your balance does not expire

Contact us

Questions about a specific transaction? Email info @ soultrob .com with your account email and, if you have it, the approximate date and amount.