Here are answers to the most common questions across SoulVeda apps and services.
Account & Login
I’m not receiving OTP. What should I do?
Check network coverage, try again after a minute, ensure your phone number is correct, and check SMS blocking apps/settings. If it still fails, email support with your number and device details.
Can I change my phone number/email?
In most apps, you can update profile details in Settings. If a verified number/email needs change, contact support.
How do I delete my account?
Email support@soulvedalabs.com with subject: Privacy Request – Delete My Account from your registered email (or mention your registered phone). We may verify identity before deletion.
Verification / KYC
Why does SoulVeda need KYC?
Certain features may require verification to improve trust, prevent fraud, and ensure safe marketplace interactions.
How long does verification take?
Typically, verification is completed within a reasonable time depending on the quality of submitted documents and verification queue.
What if KYC fails?
It can fail due to unclear images, mismatched details, expired documents, or incomplete submissions. Re-submit with clear images and correct information, or contact support.
Marketplace & Transactions (User-to-User)
Is SoulVeda responsible for user-to-user transactions?
SoulVeda provides the platform. Users are responsible for their listings, services, and transactions. For disputes, we may provide reporting/dispute tools depending on the app.
What if the other user doesn’t deliver or the service quality is poor?
Try resolving directly first. If unresolved, report the user/listing through the app (where available) or email support with evidence (messages, photos, reference IDs).
How do I report fraud or suspicious behaviour?
Email support@soulvedalabs.com with relevant details: user profile, listing, screenshots, and what happened.
Payments & Refunds (If Applicable)
My payment succeeded but the order/booking didn’t update.
Sometimes confirmations take a few minutes. If it remains stuck, email support with your payment reference and time.
When will I get my refund?
Refund timelines depend on the payment partner and transaction type. If you share reference details, support can check status.
Safety & Policy
What content is not allowed on SoulVeda?
Illegal items/services, adult content, hate/harassment, scams, weapons, controlled substances, stolen/counterfeit goods, and platform abuse are prohibited. We may remove content and suspend accounts.
Privacy
What data does SoulVeda collect?
We collect data needed to run and secure the Services (account, verification if required, and limited technical/usage data). Full details are in the Privacy Policy: /privacy.
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