Refund Policy

1. Overview

SoseCore wants every Buyer to be confident in their purchase. This Refund Policy describes the conditions under which we will refund payments for Products and Services bought through the Marketplace at sosecore.com. The Marketplace is operated by Sergey Babayan, an independent sole trader (Individual Entrepreneur) based in Yerevan, Republic of Armenia. All payments are processed by a third-party Payment Processor acting as Merchant of Record, and approved refunds are issued through that processor to your original payment method. The specific provider is disclosed at checkout.

This Policy supplements our Terms of Service. In the event of a conflict between this Policy and the Terms of Service, this Policy governs all refund-related matters.

Short version: If you purchased a digital Product and have not downloaded it, you may request a full refund within 14 days. After download, refunds are considered case-by-case where the Product is materially defective or significantly different from its description. Custom Services (freelance work) have their own refund rules described in Section 5.

2. Refund Eligibility — Digital Products

2.1 Standard Refund Window (Not Downloaded)

You are entitled to a full refund if all of the following are true:

The refund request is submitted within 14 calendar days of the purchase date;
The Product has not been downloaded from your account;
The Product is not a custom Service or a Product with explicit no-refund terms displayed at time of purchase (see Section 8).

This window aligns with the standard "right of withdrawal" granted to consumers under EU law (Directive 2011/83/EU) for digital content that has not been delivered, and we voluntarily extend the same right to all Buyers worldwide.

2.2 Already-Downloaded Products

Once you have downloaded a Product, the standard 14-day right of withdrawal no longer applies. By initiating a download before the 14-day window ends, EU/EEA Buyers expressly consent to the immediate execution of the contract and waive the right of withdrawal for that specific Product, as permitted under Article 16(m) of the EU Consumer Rights Directive (2011/83/EU). This waiver is presented and confirmed at checkout for EU/EEA Buyers.

That said, we will still review refund requests submitted within 14 days of download in the following cases:

Product is materially defective — it does not install, does not run, contains broken code, or is missing files listed in the description;
Product significantly differs from its description — features advertised in the listing are absent or non-functional;
Product contains malware or harmful code not disclosed by the Vendor;
Vendor has failed to provide promised post-sale support within a reasonable time (typically 5 business days) after a documented request.

In these cases, you are required to give the Vendor a reasonable opportunity to fix the issue (e.g., release an update, provide a working file) before a refund is granted. If the Vendor does not respond or is unable to resolve the issue, SoseCore will review and decide at its sole discretion.

2.3 What Is Not Eligible

The following situations do not qualify for a refund:

You changed your mind after downloading the Product and there is no defect;
You discovered the Product is unsuitable for a purpose not stated in the listing;
You lack the technical skills to install or configure the Product (the listing states required skill level);
The Product works as described, but you prefer a different style, framework, or design;
You bought the wrong Product or the wrong License tier (e.g., Regular instead of Extended);
The Vendor has released an update you do not like;
You purchased the Product more than 14 days ago and the Product is not defective;
You have already obtained a chargeback through your payment provider for the same Order.

3. How to Request a Refund

3.1 Contact the Vendor First

If your refund relates to a defect, missing feature, or support failure, please contact the Vendor first through your account messages. Most issues are resolved quickly when the Vendor knows about them. Allow the Vendor at least 5 business days to respond before escalating, unless the Product is fundamentally non-functional from the start.

3.2 Escalate to SoseCore Support

If the Vendor does not respond, refuses without a reasonable basis, or you are within the standard 14-day window (Section 2.1), email support@sosecore.com with the following information:

Your account username or registered email address;
Order ID (visible in your purchase history);
Product name and Vendor;
Reason for the refund request;
If applicable: screenshots, error messages, or other evidence supporting the defect claim;
Confirmation of whether you have contacted the Vendor and (if so) their response.

3.3 Our Review

SoseCore will acknowledge your refund request within 3 business days and issue a decision within 10 business days of having all needed information. Where additional time is required (for example, technical review of a Product), we will keep you informed.

4. How Refunds Are Processed

4.1 Refund Method

Approved refunds are issued through the original payment method via our third-party Payment Processor (Merchant of Record). Refunds typically appear in your account within 5–10 business days of approval, depending on your card issuer or bank.

4.2 Refund Amount

Refunds are issued for the full purchase price unless otherwise stated. Where applicable, taxes (VAT, GST, sales tax) collected by the Payment Processor are also refunded.

4.3 Effect on Vendor Earnings

When a refund is approved, the corresponding amount is deducted from the Vendor's pending or available balance, including any SoseCore commission that was originally allocated. Refunds approved more than 30 days after Order completion may, at SoseCore's discretion, be offset against the Vendor's future earnings rather than reversed retroactively.

4.4 License Termination

Once a refund is processed, the License granted at purchase is revoked. You must stop using the Product and remove it from any installations. Continued use of a refunded Product is a violation of these Terms and may result in further action.

5. Freelance Services & Custom Work

Custom Services (such as bespoke development, design work, or consulting requested via a Service Listing) are subject to different rules because the work is bespoke and often non-recoverable once performed.

5.1 Before Work Begins

If you have placed an Order for a custom Service but the Vendor has not yet begun work (and no milestone has been delivered), you may cancel for a full refund.

5.2 After Work Begins

Once a Vendor has begun work on a custom Service, refunds are limited to:

Partial refund proportional to undelivered milestones, as agreed in the Service brief; or
Full refund if the Vendor has materially failed to deliver and has not remedied the failure within a reasonable cure period (typically 7 days from a written notice).

5.3 Milestone-Based Releases

Where a Service uses milestone-based escrow, each milestone payment is released once you mark the milestone as accepted or auto-accepts after 7 days of no response. Once a milestone is released, the corresponding payment is generally non-refundable except in cases of demonstrable Vendor fraud or breach.

5.4 Dispute Resolution for Services

Service disputes follow a documented escalation: direct communication → mediation by SoseCore support → final decision by SoseCore administrator. SoseCore's decision in Service disputes is final and binding within the Marketplace, without prejudice to any statutory consumer rights you may have under applicable law.

6. Subscriptions

Where a Product is offered as a subscription with recurring billing (see Section 7.5 of the Terms of Service), the following refund rules apply:

You may cancel a subscription at any time through your account dashboard; cancellation takes effect at the end of your current paid period. You retain access until then;
No pro-rata refunds are issued for unused portions of a paid period. This is a deliberate trade-off for the flexibility of monthly/yearly recurring pricing;
Free trial conversions: if a free trial automatically converted to a paid subscription and you did not intend to continue, contact support@sosecore.com within 7 days of the first paid charge for a discretionary refund;
Erroneous charges: if a subscription was charged after a confirmed cancellation, or charged at an incorrect amount, contact us within 14 days and we will issue a corrective refund;
Failed-service refunds: if the subscription Product has been continuously unavailable or non-functional for more than 7 consecutive days through no fault of yours, you may request a pro-rata credit or refund covering the outage period.

Annual subscriptions are billed up front for the year; cancellation within the first 14 days, before any download or substantial use, qualifies for a full refund under the standard digital-product window in Section 2.1. After 14 days, the no-pro-rata rule above applies.

7. Chargebacks & Disputes With Your Bank

Before initiating a chargeback with your bank or card issuer, please contact us. Chargebacks initiated without first contacting SoseCore may result in:

Suspension of your account pending resolution;
Forfeiture of your right to download the Product;
Permanent ban if the chargeback is found to be fraudulent.

We work in good faith to resolve disputes directly. Chargebacks are a last resort and should only be used after our refund process has been attempted and exhausted.

8. Vendor-Specific Refund Terms

Vendors may set their own refund terms in addition to this Policy, including (for example):

Stricter no-refund policies for certain Products (e.g., source code with exclusive license);
Extended refund windows beyond 14 days as a goodwill gesture.

Vendor-specific terms must be clearly disclosed on the Product listing prior to purchase. Where Vendor terms are more generous than this Policy, they apply. Where Vendor terms are stricter, they apply only to the extent they do not deprive you of statutory consumer rights under applicable law.

9. Statutory Consumer Rights

Nothing in this Policy limits or excludes statutory consumer rights you may have under the laws of your country of residence. For example, EU/UK consumers retain the right to withdraw from a digital-content purchase before download under the relevant consumer protection directives. If you believe your statutory rights have not been honored, contact us at support@sosecore.com and we will work with you to resolve the matter.

10. Changes to This Policy

We may update this Refund Policy from time to time. When we do, we will:

Update the "Last updated" date below;
Notify registered Users by email and/or in-app notification at least 14 days before material changes take effect;
Honor refund requests for Orders placed before the change under the Policy in effect at time of purchase.

11. Contact

For all refund requests, questions about this Policy, or escalations:

Operator: Sergey Babayan, independent sole trader (Individual Entrepreneur)
Location: Yerevan, Republic of Armenia
Email: support@sosecore.com
Website: https://sosecore.com
Tax registration and full legal entity details available upon written request from business, regulatory, or law-enforcement partners.

Effective date: 12 June 2026 | Last updated: 12 June 2026