Refund Policy

Published December 23, 2025

Our policy for refunds, returns, and point adjustments

Effective Date: September 10, 2026

1. Overview

This Refund Policy explains how refunds, reversals and cancellations work for the different kinds of transactions that run through the Sopoints platform. Merchants on Sopoints are independent businesses: refunds for their goods and services are decided by them and are issued through the tools we provide. Sopoints processes refunds only in the situations described in Sections 6 and 7.

2. Definitions

"Sopoints" is the loyalty, payments and waitlist platform operated by us.
"Merchant" is a business using Sopoints to run its program.
"Customer" or "you" is anyone who earns or redeems points, pays a merchant, or books with a merchant through Sopoints.
"Points" are Sopoints loyalty points. Points have no cash value and are never refunded in money.

3. Purchases and Point Redemptions at a Merchant

Refunds for goods or services you bought from a merchant, and for rewards you redeemed with points, follow that merchant's own refund policy. Ask the merchant directly, using the contact details on your receipt or on the merchant's profile in the app.
If the merchant refunds a purchase, the points you earned on it are reversed. If the merchant reverses a redemption, the points return to your wallet.
A redemption voucher you did not use expires automatically and the points are returned to your wallet without any action from you.
Sopoints updates your wallet only when the merchant processes the refund or reversal in the platform.

4. Scan & Pay Card Payments

Scan & Pay payments are payments to the merchant. The merchant issues full or partial refunds from its dashboard or app, and the refund goes back to your original card. Card issuers usually post refunds within 5 to 10 business days.
Points earned on the payment are reversed in proportion to the amount refunded, and you are notified.
Any platform fee on the payment is returned to the merchant in proportion to the refund.
If you dispute a payment with your card issuer, the dispute is handled by the merchant through our payment processor. Points earned on the disputed payment are reversed while the dispute is open.

5. Reservation Deposits and No-Show Fees

A merchant may require a card deposit when you book. Depending on the merchant's policy the deposit is either held on your card and released later, or charged at booking. The policy, including the free cancellation window, any tiered cancellation fees and any no-show fee, is displayed before you confirm.
If you cancel before the refund window closes, the full deposit is released or refunded. Cancellations inside the window are charged the percentage shown in the policy; cancelling at or after the booking time, or not showing up, forfeits the deposit or incurs the no-show fee shown at booking.
Held deposits are released automatically when you are seated, when the booking is completed or cancelled, or if the merchant does not act on them within a reasonable time.
Refunds of charged deposits go back to your original card. Contact the merchant first for any deposit dispute; if you cannot reach them, contact us.

6. Play & Win Entries

Points spent on game entries or draws are not refundable once the entry is placed.
Prizes are delivered according to the prize terms shown in the game. Points and multiplier prizes are credited automatically. Gift cards, physical items and other prizes must be claimed within the stated period; unclaimed prizes are forfeited.
If a game round is cancelled by us for a technical fault, entries are returned to your wallet.

7. Merchant Subscriptions and Add-ons

Subscriptions and add-ons are billed in advance for the selected period and renew automatically until cancelled.
You may cancel or downgrade at any time from your billing settings. The change takes effect at the end of the current billing period; you keep the current plan's features until then. We do not refund the unused portion of a billing period unless required by law.
Upgrades take effect immediately. Any proration for the current period is shown at checkout.
Usage-based charges (for example SMS segments) are billed for usage that has already occurred and are not refundable.
Pool account funding is held for settling point redemptions. Withdrawals of unused pool funds are subject to outstanding liabilities, verification requirements and the settlement rules shown in your dashboard.
If you believe you were billed in error, contact support@sopoints.com within 30 days of the charge.

8. Exclusions

Sopoints does not decide or guarantee refunds for merchant goods and services and is not responsible for their quality.
Points, rewards and prizes have no cash value and are not exchangeable for money.
No refund is available for transactions that breach our Terms and Conditions or involve fraud.
Platform fees, processing fees and usage charges are non-refundable except where stated above or required by law.

9. Getting Help

If you cannot resolve a refund with a merchant, or if your issue concerns Sopoints itself, contact support@sopoints.com with the transaction or booking reference, date and amount. We will review the transaction records and help you and the merchant reach a resolution, although we cannot compel a merchant to refund goods or services.

10. Contact

Questions about this policy: support@sopoints.com

Last updated: October 3, 2026

1. Overview

2. Definitions

"Sopoints" is the loyalty, payments and waitlist platform operated by us.

"Merchant" is a business using Sopoints to run its program.

"Customer" or "you" is anyone who earns or redeems points, pays a merchant, or books with a merchant through Sopoints.

"Points" are Sopoints loyalty points. Points have no cash value and are never refunded in money.

3. Purchases and Point Redemptions at a Merchant

Refunds for goods or services you bought from a merchant, and for rewards you redeemed with points, follow that merchant's own refund policy. Ask the merchant directly, using the contact details on your receipt or on the merchant's profile in the app.

If the merchant refunds a purchase, the points you earned on it are reversed. If the merchant reverses a redemption, the points return to your wallet.

A redemption voucher you did not use expires automatically and the points are returned to your wallet without any action from you.

Sopoints updates your wallet only when the merchant processes the refund or reversal in the platform.

4. Scan & Pay Card Payments

Scan & Pay payments are payments to the merchant. The merchant issues full or partial refunds from its dashboard or app, and the refund goes back to your original card. Card issuers usually post refunds within 5 to 10 business days.

Points earned on the payment are reversed in proportion to the amount refunded, and you are notified.

Any platform fee on the payment is returned to the merchant in proportion to the refund.

If you dispute a payment with your card issuer, the dispute is handled by the merchant through our payment processor. Points earned on the disputed payment are reversed while the dispute is open.

5. Reservation Deposits and No-Show Fees

A merchant may require a card deposit when you book. Depending on the merchant's policy the deposit is either held on your card and released later, or charged at booking. The policy, including the free cancellation window, any tiered cancellation fees and any no-show fee, is displayed before you confirm.

If you cancel before the refund window closes, the full deposit is released or refunded. Cancellations inside the window are charged the percentage shown in the policy; cancelling at or after the booking time, or not showing up, forfeits the deposit or incurs the no-show fee shown at booking.

Held deposits are released automatically when you are seated, when the booking is completed or cancelled, or if the merchant does not act on them within a reasonable time.

Refunds of charged deposits go back to your original card. Contact the merchant first for any deposit dispute; if you cannot reach them, contact us.

6. Play & Win Entries

Points spent on game entries or draws are not refundable once the entry is placed.

Prizes are delivered according to the prize terms shown in the game. Points and multiplier prizes are credited automatically. Gift cards, physical items and other prizes must be claimed within the stated period; unclaimed prizes are forfeited.

If a game round is cancelled by us for a technical fault, entries are returned to your wallet.

7. Merchant Subscriptions and Add-ons

Subscriptions and add-ons are billed in advance for the selected period and renew automatically until cancelled.

You may cancel or downgrade at any time from your billing settings. The change takes effect at the end of the current billing period; you keep the current plan's features until then. We do not refund the unused portion of a billing period unless required by law.

Upgrades take effect immediately. Any proration for the current period is shown at checkout.

Usage-based charges (for example SMS segments) are billed for usage that has already occurred and are not refundable.

Pool account funding is held for settling point redemptions. Withdrawals of unused pool funds are subject to outstanding liabilities, verification requirements and the settlement rules shown in your dashboard.

If you believe you were billed in error, contact support@sopoints.com within 30 days of the charge.

8. Exclusions

Sopoints does not decide or guarantee refunds for merchant goods and services and is not responsible for their quality.

Points, rewards and prizes have no cash value and are not exchangeable for money.

No refund is available for transactions that breach our Terms and Conditions or involve fraud.

Platform fees, processing fees and usage charges are non-refundable except where stated above or required by law.

9. Getting Help