Introduction
By using SOLAYF services or accessing our support guild, solayf.com, or any related service, you agree to this policy. This document clarifies the principles we apply when reviewing refund requests. It is not legal advice and has not been reviewed by legal professionals.
Nature of Digital Purchases
All purchases relate to digital items/services, have no real-world monetary value, and cannot be exchanged for real currency. Transactions are final unless otherwise approved by the administration.
Policy Summary
- Transactions are final; refunds are only issued with administrative approval.
- Items and subscriptions are entirely digital and cannot be converted to cash value.
- If you are banned or placed on a deny/blacklist, you will lose access to items/subscriptions and no refund will be issued.
- Service access is not guaranteed; if the service ceases, digital items are void and hold no value.
- You agree not to initiate claims or lawsuits to recover amounts paid for transactions on the service.
- For any billing issues, you must contact us first at payments@solayf.com. We cannot guarantee resolution or response, but we will make reasonable efforts.
- We reserve the right to remove your subscription/item without notice, and without refund in cases deemed necessary by the administration.
- Any unauthorised transaction must be reported within 14 days of purchase to payments@solayf.com.
Eligible Reasons for Refund
- An unauthorised transaction that impacted you financially and was not made by you.
- Failure to receive paid/premium features or inability to access them despite confirmed payment.
- All the above require verifiable proof (e.g., order ID, payment confirmation screenshot, email used, timestamp/logs).
Non-Eligible Cases
- Forgetting to cancel an auto-renewing subscription, whether intentional or not.
- Unrealistic or non-discussable reasons, or requests based solely on financial hardship.
- Any attempt to game the system, abuse the service, or violate the terms.
How to Apply & Evidence
To submit a refund request, email payments@solayf.com including the transaction ID, associated email, a clear description of the issue, and any supporting evidence. We may request additional information for verification before making a decision.
Bank/Payment-Provider Disputes
Opening a dispute/chargeback directly with your bank or payment provider before contacting us may negatively affect your account. We reserve the right to contest such cases, which may lead to restrictions or bans.
Reporting & Response Timeframes
Unauthorised transactions must be reported within 14 days of purchase. Response and processing times may vary based on case complexity and operational load.
No Guarantee of Service Access
Continuous access to the service is not guaranteed. Service interruptions or shutdowns do not automatically qualify you for a refund unless explicitly approved by the administration.
Blacklisting & Denials
If you are banned or placed on a deny/blacklist due to policy violations, you may permanently lose access to items/subscriptions without compensation.
Subscriptions & Renewals
You are responsible for managing and cancelling recurring subscriptions before renewal. Charges made prior to cancellation are valid and non-refundable unless approved by the administration.
Policy Updates
We may update this refund policy at any time without prior notice. Your continued use of the service after publication constitutes acceptance of the updated policy.
Contact
For general inquiries: hi@solayf.com or contact@solayf.com — For payment matters directly: payments@solayf.com.
General Notice
This is an administrative/operational policy that outlines the general framework and may be supplemented by specific terms for particular products/services.