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Support Policy

This Support Policy explains how help works on souq.gg ("we", "us", "our", or "the Operator"): how to reach us, what support covers, what it does not cover, and what you can reasonably expect. It is written for transparency and to set fair, honest expectations — it does not create any service-level guarantee.

souq.gg is operated as the sole undertaking of an independent individual based in Dubai, United Arab Emirates (the "Operator", "we", "us"); "souq.gg" is the trading name we use. We are not incorporated and are not currently registered as a company. Our place of business is Dubai, United Arab Emirates. You can contact us at support@souq.gg, and we will provide a postal address for formal legal service on request.

In this policy, "we", "us", "our", "the Operator", or "souq.gg" refers to that undertaking. "You" means the person who contacts us, places an order, or claims a free product.

This policy forms part of, and should be read together with, our Terms of Service, Refund & Replacement Policy, Digital Delivery Policy, Digital Product Licence, and Privacy Policy. If these documents ever conflict, the following order of precedence applies, with your mandatory consumer rights always prevailing over all of them: (1) the Digital Product Licence on licensing points; (2) the Refund & Replacement Policy on remedies and the Digital Delivery Policy on delivery and access; (3) the Terms of Service on all other points; and (4) this Support Policy. Where a defined term is used here without definition, it has the meaning given in our Terms of Service. Nothing in this policy reduces any mandatory consumer-protection right you have that cannot be excluded by law.

1. How to get support

The fastest and primary way to reach us is in writing.

  • Support & Contact page. Use our Support & Contact page to choose your topic and send us a message through the on-site form. It routes your request to us with the details we need.
  • Email. You can also write directly to support@souq.gg.
  • Channel of record. Email and the on-site form are our official support channels. We may not see or be able to act on requests sent by any other route (for example social media, comments, or replies to automated mail).
  • noreply@souq.gg is send-only. Order confirmations and other transactional messages are sent from noreply@souq.gg, which is not monitored — please do not reply to it. For any help, use the Support & Contact page or support@souq.gg.
  • Copyright or other IP concerns should not be raised through the on-site support form. Email support@souq.gg directly and include the elements set out in our Copyright & IP Concern Policy, so we receive what we need to act.

To help us resolve your request quickly, please include where relevant:

  • the email address used for your order or account;
  • your order number or Stripe receipt reference;
  • the product name; and
  • a clear description of the issue, including any error message, a screenshot, and the device, browser, or software you used.

We can usually act faster when you give us this information up front. We may ask follow-up questions in order to reproduce, verify, or resolve an issue, and we may be unable to proceed until we receive enough detail to identify the order or account.

2. What support covers

Within the scope of what we sell, support exists to help you get and use the digital products you have bought from souq.gg. This typically includes:

  • Access and downloads — in most cases you can re-issue an expired or used-up signed download link yourself from your account; if that does not work, we will re-issue it for you, help when a download or access page will not load, and confirm your entitlement (see the Delivery Policy).
  • Faulty or wrong content — a file that is corrupted, will not open in the software it is clearly intended for, is the wrong file or version, or a broken external access link. Your remedies for faulty or not-as-described content are set out in the Refund & Replacement Policy.
  • Order, billing, and receipts — questions about a charge, a receipt, or a refund that has been agreed. You enter your card details directly with Stripe — we never receive or store your full card number, and we operate within PCI DSS SAQ-A scope (see our Privacy Policy, Section 4).
  • Account help — sign-in and order-recovery assistance for the account and email you control. Before we re-issue a download link, recover an account, or disclose order details, we must be reasonably satisfied that you are the account holder or the buyer; we may decline or ask for additional verification — this protects you against impersonation.
  • Privacy and data requests — we direct you to, and handle in line with, the rights and the limits, identity-verification steps, statutory exceptions, and retention duties set out in our Privacy Policy, Section 7.
  • Trust, safety, and copyright — reports of abuse or intellectual-property concerns are handled under our Trust & Safety and Copyright & IP Concern Policy. For a copyright or other IP concern, email support@souq.gg directly rather than using the on-site form (see Section 1).

3. What support does not cover

Support is limited to the products and services we provide. Subject always to your statutory rights and to the Refund & Replacement Policy, support does not include:

  • General training in third-party software or skills. We help with the product file or access; we do not provide tuition in the underlying application (for example a design, spreadsheet, or development tool), nor the skills, subscriptions, or third-party accounts a product may require, where those needs were clearly stated on the product page (or in the product's stated requirements) before purchase.
  • Custom work, bespoke changes, or consulting. Our products are sold as published. We do not provide bespoke edits, custom development, or professional advice as part of support, and the content is educational and not professional (legal, financial, tax, or other) advice.
  • Third-party platforms and destinations. For products delivered as external access links or streamed/online access, the destination platform's own terms, availability, and support apply to that platform. We help with the access we control, not with another provider's service, outage, or account.
  • Items not bought from souq.gg, or content obtained through sharing, resale, or any route other than a valid purchase or free claim on souq.gg.
  • Change of mind after you have downloaded or accessed a working product; whether any refund applies is governed solely by the Refund & Replacement Policy.
  • Technical requirements you are responsible for. Meeting the stated technical requirements for a product is your responsibility; a product is not "faulty" merely because you do not have the software listed in its stated requirements.

None of these exclusions applies to an accessibility barrier (see Section 2 and the Accessibility Statement). This section describes the scope of discretionary support and does not limit any mandatory consumer right or any remedy available to you under the Refund & Replacement Policy or applicable law.

4. How we handle requests, and what to expect

  • We are a single-operator business. Support is handled personally by the Operator, not by a 24/7 team. We do not offer phone support, live chat, or around-the-clock cover.
  • Hours. We are based in Dubai, United Arab Emirates (Gulf Standard Time, UTC+4) and generally respond on business days. Requests sent overnight, at weekends, or on UAE public holidays are picked up on the next business day.
  • Good-faith response targets, not guarantees. We aim to acknowledge support requests within a reasonable time, typically within 1–2 business days, and to resolve genuine issues — such as re-issuing a working link — as quickly as we reasonably can. These are good-faith aims, not guaranteed response or resolution times, and they do not create any service-level commitment or limit your mandatory statutory rights.
  • Events outside our control. If a delay is caused by something outside our reasonable control (for example an outage at a third-party hosting or payment provider), we will respond and deliver as soon as we reasonably can; your statutory rights are unaffected and you remain entitled to a refund where the law gives you one.
  • Language. We aim to provide support in English and Arabic; this is a good-faith aim, not a guarantee. Messages in other languages may take longer while we arrange translation, and we may ask you to resend key details in English or Arabic.
  • In writing. So that there is a clear, accurate record for both sides, we handle support in writing through our official channels.

5. Fair use of support

We want to help everyone fairly, and we treat every genuine, good-faith request — including any report that a product is faulty or not as described — as exactly that.

Separately, so that support stays available to genuine customers, we may decline, limit, pause, or end a support interaction that is, in our reasonable judgement:

  • abusive, threatening, harassing, discriminatory, or otherwise directed at a person rather than at solving a problem;
  • repetitive or vexatious, where the same matter has already been answered;
  • automated, spammed, or sent in bulk; or
  • an attempt to obtain custom work, free products, training, or other services that are outside the scope of support, or to misuse support to circumvent our policies.

Separately, we may decline or stop assisting with an order we cannot lawfully fulfil — for example where a buyer or destination appears to be a sanctioned person or jurisdiction, or where the request concerns illegal use or content. Those situations are governed by our Anti-Fraud & Chargeback Policy, Trust & Safety, and Digital Delivery Policy.

Exercising this right is at our reasonable discretion and never reduces or removes any mandatory consumer-protection right you have, your remedies under the Refund & Replacement Policy, or your right to raise a genuine dispute. Conduct involving fraud, demonstrably false claims, or abuse of the chargeback process is addressed in our Anti-Fraud & Chargeback Policy.

6. Disputes and chargebacks — contact us first

If you believe something is wrong with an order or a charge, please contact us before opening a payment dispute or chargeback. In most cases we can re-send, replace, or fix a file, or arrange any refund that is due, faster than any dispute process. This is a courtesy request and a recommendation — it is not a condition, and it does not limit your lawful right to raise a dispute with your bank or card provider at any time. How disputes interact with refunds and fraud is set out in the Refund & Replacement Policy and the Anti-Fraud & Chargeback Policy.

7. Your messages and privacy

When you contact us, we receive the details you send (such as your email address, order reference, and the contents of your message) and use them to handle your request and keep a record of it. We process this on the basis of our legitimate interests in providing and recording support, and we keep support correspondence for 3 years (see our Privacy Policy, Sections 3 and 6).

Please send only what is needed, and do not send information we do not need. In particular, never email us your full payment-card number, card security code, or passwords; do not send special-category data (for example health, religious, or political information) or other people's personal data; and redact anything unrelated from screenshots. You enter your card details directly with Stripe, which acts as an independent controller and handles data-subject requests about its own payment processing (see Privacy Policy, Section 4).

8. Free products

Products offered at $0 are claimed through a no-payment grant path and receive the same support as paid products for access, re-issuing links, and genuine faults. Because no payment is taken for a free product, there is no charge and nothing to refund. This does not affect any mandatory consumer right you have in relation to a free product, or our commitment to re-deliver or fix a faulty free product: if a free product is faulty, contact us and we will try to re-deliver or fix it.

9. Changes to this policy

We may update this Support Policy. For changes that materially affect you as a consumer, we will give you direct notice by email to your account address at least 30 days before they take effect; for other changes we post a notice on the site. No change reduces your rights in products you have already purchased. Changes apply only going forward; each purchase remains governed by the version in force when you bought it, which we record. If you do not accept a change you may stop using the service and close your account, and you keep access to products you have already lawfully purchased under the terms that applied then. We do not treat continued browsing as consent to anything for which the law requires separate explicit consent.

If any part of this policy is found to be unenforceable, the remaining parts continue in full force.

Contact

For any support request, or any question about this policy, use our Support & Contact page or email us. For privacy, abuse, or copyright concerns, the same address reaches us.

  • Email: support@souq.gg
  • Operator: souq.gg is operated as the sole undertaking of an independent individual based in Dubai, United Arab Emirates (the "Operator", "we", "us"); "souq.gg" is the trading name we use. We are not incorporated and are not currently registered as a company. Our place of business is Dubai, United Arab Emirates. You can contact us at support@souq.gg, and we will provide a postal address for formal legal service on request.

_Last updated: 2026-06-19_

_This document is provided for transparency and is governed by the laws of the United Arab Emirates (Emirate of Dubai). It is not a substitute for advice from a qualified lawyer in your jurisdiction._

Version 2 · last updated June 19, 2026