This Refunds Policy explains how refunds, cancellations, disputes, and payment-related support are handled for payments made through the SuLok app or website. References to SuLok mean the SuLok entity identified in the applicable terms, payment flow, or service context for the relevant payment.
SuLok provides a technology platform that helps Loks and Lok owners offer memberships, events, community programs, other paid services, and related payment coordination. Unless SuLok clearly states otherwise for a SuLok-owned charge, the Lok or Lok owner offering the membership, event, program, or service is primarily responsible for pricing, fulfillment, cancellations, refunds, dispute evidence, taxes, and compliance obligations, subject to applicable law, payment processor rules, and SuLok platform policies.
Some payments may be processed through connected accounts, linked accounts, merchant accounts, platform accounts, or similar payment accounts associated with SuLok, the relevant Lok, or the relevant Lok owner. Payment processing, settlement, refund tools, provider fees, and dispute handling may differ by country, payment method, payment processor, and payment account setup.
Refund Eligibility
Refund eligibility depends on the type of payment, the Lok's stated terms, the status of the membership, event, program, or service, and applicable law. A payment may not be refundable simply because a buyer changes their mind, misses an event, stops using a membership, or does not use a service that was made available.
If a Lok or Lok owner publishes specific refund or cancellation terms for a membership, event, program, or service, those terms apply unless SuLok states otherwise or applicable law requires a different result.
Nothing in this policy limits any non-waivable refund, cancellation, chargeback, dispute, or consumer-protection rights that may apply under law or payment processor rules.
How To Request A Refund
Buyers should first contact the Lok or Lok owner connected to the payment and include enough detail to identify the transaction, such as the Lok name, event or membership name, amount, payment date, user handle, and any receipt or payment reference available in the app.
If the Lok or Lok owner does not respond, if the payment status appears incorrect, or if the issue is sensitive or safety-related, buyers may contact SuLok Support at contact@sulok.com. SuLok may ask for screenshots, receipts, payment identifiers, or other reasonable information needed to review the issue.
SuLok's Platform Role
SuLok is primarily a platform provider that helps coordinate payments. SuLok does not guarantee that every refund request will be approved, and SuLok does not automatically issue refunds for payments made for a Lok or Lok owner.
However, SuLok may review sensitive, safety-related, duplicate, mistaken, failed, suspicious, compliance-related, or otherwise exceptional payment issues. SuLok may request or require a Lok or Lok owner to refund a payment when SuLok determines that a refund is appropriate under platform rules, payment processor requirements, applicable law, or user-safety considerations.
If a Lok or Lok owner does not cooperate with a reasonable SuLok refund, dispute, compliance, or support request, SuLok may restrict, suspend, or terminate that Lok's or Lok owner's access to SuLok payment features or to the SuLok platform.
Cancellations And Recurring Payments
Memberships, subscriptions, recurring event payments, or similar recurring charges may continue until cancelled according to the cancellation controls available in the app, the payment processor flow, or the applicable Lok terms. Cancelling a recurring payment stops future eligible charges, but it does not automatically refund earlier charges unless the Lok, SuLok, payment processor, or applicable law requires a refund.
Buyers should cancel before the next billing date if they do not want future charges. Processing times and cancellation cutoffs may depend on the payment processor and payment method.
Failed, Pending, Or Duplicate Payments
If a payment is deducted but SuLok shows the payment as pending, failed, or requiring support, SuLok and the relevant payment processor may need time to reconcile the payment. Buyers should not retry the same payment repeatedly unless the app clearly asks them to do so.
If a duplicate charge, failed fulfillment, or payment-status mismatch is confirmed, SuLok may help coordinate with the Lok, Lok owner, or payment processor to resolve the issue, which may include refunding the duplicate or incorrect payment when appropriate.
Disputes And Chargebacks
Payment disputes, chargebacks, reversals, provider fees, bank fees, and related evidence requests may be handled under the rules of the applicable payment processor, card network, bank, or payment method. The Lok or Lok owner responsible for the paid offering may need to provide evidence, respond to dispute requests, or bear applicable dispute costs.
SuLok may preserve transaction records and platform evidence, cooperate with processors or authorities, and take platform action where a dispute indicates fraud, abuse, safety risk, repeated non-fulfillment, or violation of SuLok policies.
Processing Time
Approved refunds may take several business days or longer to appear in the buyer's original payment method, depending on the payment processor, card network, bank, wallet, UPI provider, or other payment method. Processor fees, taxes, and partial refund rules may affect the final amount returned where permitted by law and processor rules.
Contact
For refund or payment support, contact the relevant Lok or Lok owner first where possible. For SuLok platform support, email contact@sulok.com or visit https://sulok.com/contact.