Refund Policy

1. Auction Deposits

When you register for an auction, a deposit is held in your wallet to ensure serious participation. The deposit amount is determined by the deposit tier assigned to the auction and is configured by the Platform administrator.

If you do not win the auction, your deposit is released back to your wallet in full immediately after the auction ends.

If you win the auction and successfully complete the deal, the fate of your deposit depends on the applicable deposit tier: it may be refunded in full, partially retained by the Platform, or fully retained as a platform fee. The applicable rule is displayed before you register for the auction.

If you win an auction and fail to complete the deal (non-payment, failure to respond, or abandonment), your deposit may be forfeited. Forfeit decisions are made by the Platform administrator on a case-by-case basis, considering the circumstances of the deal.

2. Subscriptions

You may cancel your subscription at any time through the Platform settings. Cancellation takes effect at the end of the current billing cycle — you retain access to paid features until then.

No partial refunds are issued for unused portions of a billing cycle. If you cancel mid-cycle, you continue to enjoy your subscription benefits until the cycle ends.

Cancellation results in a downgrade to the free Basic plan at the end of the billing cycle. You will retain your account, bidding history, and wallet balance.

3. Commission

Commission is calculated as a percentage of the sale price at tiered rates configured by the Platform. Commission is collected by the administrator at the physical handoff during document sealing. Once a deal is completed and commission is collected, it is non-refundable.

4. Wallet Balance

You may request withdrawal of your available wallet balance (excluding held amounts) at any time. Withdrawals are processed via bank transfer to your registered bank account.

Before requesting account deletion, you must withdraw any remaining wallet balance. Accounts with a positive balance cannot be deleted.

5. Disputes

If you believe a refund or deposit decision was made in error, you may file a dispute through the Platform within the applicable deadline. Disputes are reviewed by the Platform administration team.

We aim to resolve disputes within a reasonable timeframe. You will be notified of the outcome through in-app notifications and SMS.

6. Contact

For questions about refunds or deposit holds, contact us at support@soumni.com.