Effective date: 20 May 2026
Applies to Members, Creators, businesses and all users of the Sooper platform
Contact: [email protected] | [email protected]
This Refund, Cancellation and Chargeback Policy explains how refunds, cancellations, digital content access, payment disputes, chargebacks, payout holds and payment provider restrictions work on Sooper.
Sooper is a software platform used by Creators, businesses, coaches and professionals to sell memberships, communities, digital content, products, downloads, coaching, services and related offers.
Sooper provides the tools and payment infrastructure. Unless stated otherwise, the Creator or Business is responsible for the offer, content, fulfilment, customer support, refund decisions and any dispute relating to what they sell.
This Policy should be read together with Sooper's Terms of Service, Privacy Policy, Creator terms and any terms or refund policy provided by the relevant Creator or Business.
These terms are intended to operate under the laws of England and Wales, unless mandatory consumer protection laws in another applicable jurisdiction require otherwise.
Some rights apply only to consumers. A consumer is usually an individual acting for purposes outside their trade, business, craft or profession. Members who subscribe or purchase for business purposes may not have the same cancellation, cooling-off or refund rights as consumers.
Nothing in this Policy removes, limits or excludes any consumer rights, statutory rights or other legal rights that cannot lawfully be removed, limited or excluded.
Where this Policy refers to something being non-refundable, that means non-refundable unless the relevant Creator chooses otherwise, Sooper chooses otherwise, or the law requires a refund, repair, replacement, repeat performance, price reduction or other remedy.
Sooper is not normally the seller of the membership, product, content, coaching, service or community benefit purchased by a Member.
The relevant Creator or Business is responsible for:
Sooper may provide technical support, payment tools, access logs, usage records and dispute evidence, but Sooper is not responsible for refunding a Creator's customers unless Sooper expressly agrees or is legally required to do so.
Sooper does not normally refund Members directly for subscriptions, memberships, communities, digital content, coaching, services, products or other offers sold by a Creator or Business. The relevant Creator or Business is normally responsible for deciding whether a refund should be issued, subject to their own refund policy and any rights the Member has under applicable law.
Sooper may review a refund request where there are clear signs that a Creator or Business has materially failed to provide the paid offer. This may include situations where the Creator or Business has abandoned or neglected the community, stopped providing access, become uncontactable for a significant period, failed to respond to reasonable support requests, failed to deliver a clearly promised service, or otherwise failed to provide the membership, content, community or service with reasonable care.
In those circumstances, Sooper may, at its discretion, assist the Member, request information or evidence from the Creator or Business, pause payouts, restrict payment features, restrict the Creator account, or approve a refund where Sooper considers it appropriate or where required by law.
Sooper will not normally refund a Member simply because the Member changed their mind, forgot to cancel, did not use the membership, no longer wants access, failed to read the checkout information, or accessed digital content after payment was made.
Each Creator or Business may set its own refund policy for memberships, communities, products, services, coaching, digital downloads and other offers sold through Sooper.
Members should check the Creator's offer, checkout information, terms, refund rules and cancellation information before subscribing or purchasing.
Unless the Creator clearly states otherwise, payments for digital content, memberships, downloads, community access, online resources, courses, tutorials, coaching materials and other instantly accessible digital products are generally non-refundable once access has been provided, except where required by law.
A Creator may choose to offer refunds, guarantees, credits or goodwill gestures. That is the Creator's business decision unless the law requires otherwise.
Sooper will not normally override a Creator's refund policy unless there is evidence that the Creator or Business has materially failed to provide the paid offer, has abandoned or neglected the community, has failed to deliver what was clearly promised, or where Sooper is legally required to act.
Many products and memberships on Sooper provide immediate access to digital content. This may include videos, tutorials, posts, articles, files, downloads, templates, courses, community chats, private messages, coaching resources and other member-only materials.
Where a Member is a UK or EU consumer, they may have a 14-day cooling-off period for certain online purchases. However, digital content and online services can be treated differently where the Member expressly requests immediate access and acknowledges that cancellation rights may be lost once supply or access begins.
By subscribing, purchasing or accessing digital content through Sooper, Members understand that access may begin immediately after payment.
Where required, Sooper may ask the Member at checkout to expressly request immediate access to the digital content, membership or online service and to acknowledge that they may lose their 14-day cancellation right once access, supply or performance begins.
Once a Member has signed in, accessed, streamed, viewed, downloaded, opened or consumed digital content, the payment will normally be non-refundable unless:
Membership subscriptions may renew automatically unless cancelled before the renewal date.
Members are responsible for cancelling subscriptions they no longer want.
Cancelling a subscription stops future renewal payments. It does not automatically refund payments already made, unless the Creator's refund policy says so, Sooper decides otherwise, or a refund is required by law.
Where a Member cancels, access may continue until the end of the paid billing period unless:
Digital products, downloads, files, templates, courses, tutorials, recordings, resources, guides and one-off purchases are generally non-refundable once purchased, accessed, downloaded, opened or delivered, unless the Creator's refund policy says otherwise or a refund is required by law.
This is because digital products can often be viewed, copied, downloaded or consumed immediately after purchase.
Sooper is a tool used by the Creator or Business to sell and deliver their product. Sooper is not responsible for the Creator's product quality, offer, fulfilment or refund promises, except where Sooper is legally required to act.
Creators may offer free trials, discounted introductory prices, coupons or promotional pricing.
Unless clearly stated otherwise:
Members are responsible for reading the checkout information and cancellation rules before starting a trial, using a coupon or accepting a promotional offer.
Members should contact the Creator or Sooper support before raising a chargeback or payment dispute with their bank, card provider or payment provider.
False, abusive, dishonest or improper chargebacks are prohibited.
A chargeback must not be used to avoid paying for digital content, memberships, products, services or community access that has already been provided, accessed, streamed, viewed, downloaded, opened or consumed.
Where a Member raises a chargeback or payment dispute after accessing content or receiving the purchased benefit, Sooper and/or the Creator may challenge the dispute.
Evidence may include:
If Sooper or the Creator reasonably believes a Member has raised a false, abusive or improper chargeback, Sooper may:
This does not remove any legal rights a Member may have, but Sooper will challenge disputes where records show the Member authorised the purchase and accessed, downloaded, consumed or received the content, service or benefit.
Members must not share login details, subscriptions, paid content or paid access with other people.
If Sooper detects signs of account sharing, unauthorised access, suspicious multi-location use, excessive device usage or simultaneous access patterns, Sooper may notify the relevant Creator or Business.
The Creator or Business may cancel, restrict or refuse continued access to the subscription, membership, product, community or content where they reasonably believe the account has been shared, misused or used to bypass paid access.
Refunds will not normally be provided where access is removed because of account sharing, unauthorised access, content leaking, payment abuse, chargeback abuse or breach of Sooper's Terms.
Nothing in this Policy removes statutory rights that cannot legally be excluded.
If digital content is faulty, not as described, unavailable, or not provided with reasonable care where applicable law requires a remedy, the Member may be entitled to a repair, replacement, repeat performance, price reduction or refund depending on the circumstances.
Members should first contact the Creator, because the Creator is normally responsible for the offer and fulfilment.
Sooper may assist where appropriate, but Sooper does not guarantee the Creator's content, service, coaching, products, results or availability.
Sooper may step in where there is clear evidence that the Creator or Business has materially failed to provide the paid offer, has abandoned or neglected the community, has become uncontactable for a significant period, or has failed to deliver a clearly promised service or membership benefit.
Sooper uses third-party payment providers, including Stripe, to process payments, payouts, disputes, refunds and related payment activity.
Payout timing is controlled by Stripe, banking partners, card networks and any applicable risk, compliance or verification checks. Sooper does not guarantee a specific payout date or payout speed.
Creators may be required to complete identity, age, business, KYC, KYB, tax, bank account, sanctions or risk checks before they can receive payouts or continue using payment features.
If Stripe or another payment provider delays, holds, restricts, declines, reverses, suspends or refuses payment processing or payouts for a Creator, Sooper is not responsible for any resulting loss, delay, failed payout, restricted account or business impact.
Where a chargeback, refund, payment dispute, fraud review, legal issue, account review or payment provider investigation is pending, Sooper or the payment provider may pause, delay, reduce, withhold, reserve or offset Creator balances or payouts until the matter is resolved.
A pending chargeback or dispute may reduce the Creator's available balance before the dispute is finally decided. If the Creator wins the dispute, the payment provider may return the disputed amount according to its own rules and timelines.
Creators are responsible for chargebacks, disputes, refunds, reversals, failed payments, payment provider fees, negative balances and customer complaints connected with their own memberships, products, services, coaching, content and offers.
If a Member raises a payment dispute, Sooper may provide relevant evidence to help challenge the dispute, including access logs, usage records, checkout records and transaction data.
Sooper may recover from the Creator any chargeback amounts, dispute fees, refund amounts, negative balances, payment provider charges, penalties, administrative costs or other amounts connected with the Creator's business, unless Sooper decides otherwise.
Recovery may be made by one or more of the following methods:
Unless a different timeline is stated, amounts owed to Sooper because of chargebacks, refunds, negative balances, dispute fees or payment provider charges are payable immediately or may be deducted as soon as they become known. If Sooper issues an invoice or payment request, the Creator must pay it within 7 days unless Sooper agrees otherwise in writing.
Creators should make their refund rules clear before taking payment and should keep enough available balance to cover refunds, disputes, chargebacks and payment provider fees.
Where Sooper waives, reverses or refunds its own platform fee in connection with a Member refund, that does not remove the Creator's responsibility for any remaining refund amount, dispute fee, negative balance, payment provider fee, recovery amount or other cost connected with the transaction.
Where a refund is approved, it will usually be returned to the original payment method through the relevant payment provider.
Refund timings may depend on Stripe, the Member's bank, card provider or payment method. Sooper does not control bank processing times.
Refunds may not include payment provider fees, platform fees, application fees or other charges unless required by law or agreed by the Creator or Sooper.
Sooper's platform fee is charged to the Creator or Business for use of the Sooper platform, payment infrastructure, software tools and related services. Sooper platform fees are generally non-refundable to the Creator or Business, including where a Member cancels, where a Creator chooses to refund a Member, where a subscription ends, or where the Creator's own customer requests a refund.
Where a Creator or Business issues a refund to a Member, Sooper may choose to waive, reverse or refund some or all of Sooper's platform fee connected with that transaction so that the Member can receive a full refund. This is a discretionary decision by Sooper unless required by law.
For clarity, any waiver, reversal or refund of Sooper's platform fee for the purpose of refunding a Member does not mean the Creator or Business is entitled to receive Sooper's platform fee back as a separate refund, credit or payment.
Sooper may also approve or process a Member refund where there is clear evidence that the Creator or Business has materially failed to provide the paid offer, has abandoned or neglected the community, has failed to deliver a clearly promised service, or where Sooper is legally required to act.
If a refund, chargeback, reversal or dispute creates a negative balance, failed recovery, payment provider charge, dispute fee or other cost, the Creator or Business remains responsible for those amounts as set out in this Policy and Sooper's Creator terms.
Sooper may require Members to tick, confirm or otherwise accept checkout acknowledgements before purchasing digital content, subscriptions, memberships, online services or products.
The checkout acknowledgement may include wording such as:
"I understand that I am purchasing digital content, membership access and/or online services from the relevant Creator or Business. I expressly request immediate access after payment. I acknowledge that once access, supply or performance begins, including where I access, stream, view, download, open or consume the content or service, I may lose my 14-day cancellation right and the payment may become non-refundable except where required by law or allowed by the Creator's refund policy."
"I understand that false, abusive or improper chargebacks may be challenged using payment records, checkout consent records, login records, content access records, download history, device/IP information, messages and other platform records, and may result in my Sooper account being suspended or banned."
Sooper may update checkout wording, consent flows and purchase confirmations from time to time to reflect the type of product, service, membership, jurisdiction, payment provider requirement or legal requirement involved.
For refund questions, Members should first contact the relevant Creator or Business.
For platform-related payment support, contact: [email protected]
For legal or formal notices, contact: [email protected]
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