Cancellation Policy

Last Updated: January 30, 2026

At Souq.co, we understand that plans can change. Our cancellation policy is designed to be fair to both our customers and the independent vendors who power our marketplace.

  1. Digital Subscriptions and Services
  2. Immediate Fulfillment: Digital services, software licenses, and Loyalty Subscriptions are processed immediately upon payment.
  3. No Cancellation: Once the digital delivery is initiated or access is granted, the order cannot be canceled.
  4. Subscription Renewals: If you are on a recurring billing plan, you may cancel your future renewals at any time through your account settings, but previous payments remain non-refundable.
  5. Physical Product Orders
  6. Before Shipping: Customers may request an order cancellation for physical goods as long as the order has not yet been processed or shipped by the vendor.
  7. After Shipping: Once an item has been dispatched, the order can no longer be canceled. In such cases, the customer must follow the "Return Policy" after receiving the item.
  8. Vendor Discretion: Since vendors manage their own logistics, some custom-made or specialized items may have a "No Cancellation" rule once production begins.
  9. Payment on Delivery (COD) Orders
  10. Cancellation Window: For orders involving payment on delivery, customers can cancel the order via the platform prior to the delivery agent's dispatch.
  11. Refusal at Door: Repeatedly canceling or refusing orders at the doorstep may lead to a restriction of the customer's account to protect our vendor community.
  12. How to Cancel To request a cancellation for a physical order:
  13. Log in to your Souq.co account.
  14. Go to "My Orders."
  15. If the "Cancel Order" button is still active, click it to initiate the request.
  16. If the button is inactive, it means the order is already being processed.
  17. Refunds After Cancellation If a cancellation is approved for a pre-paid order, the refund will be issued back to the original payment method (e.g., your credit card via Stripe). Please allow 5-10 business days for the credit to appear on your statement.

Contact Us For assistance with cancellations or technical issues:

  1. Email: support@souq.co
  2. Address: 2929 Barnet Hwy #2201, Coquitlam, BC V3B 5R5, Canada.