Refund Policy | Genify

1. Scope

This Refund Policy applies to paid Genify subscriptions and one-time credit-pack purchases. It should be read with our Terms of Service. Nothing in this policy limits a refund or cancellation right that cannot be excluded under applicable law.

2. Eligible refunds

Genify delivers digital subscription benefits and credits promptly after confirmed payment. Purchases are generally non-refundable after the applicable benefits have been used, but the following exceptions apply:

First subscription purchase: a first-time subscriber may request a full refund within 7 days of the initial charge if no more than 10% of the subscription credits issued for that first billing period have been used.
Unused credit pack: a full refund may be requested within 7 days of purchase if none of the credits from that purchase have been used.
Duplicate or incorrect charge: a confirmed duplicate charge or incorrect amount, product, or billing interval is eligible for correction and refund.
Charge after effective cancellation: a charge made after cancellation should have taken effect is eligible for refund.
Extended verified outage: a Service outage within Genify's control lasting at least 72 consecutive hours may qualify for a proportional refund or Service credit.
Statutory rights: any mandatory withdrawal, cancellation, or refund right under applicable law remains available. Where the law permits a digital-service withdrawal right to end after performance begins with the consumer's consent, use of purchased credits may affect that right.

Except for the cases above, used subscription periods, used credits, dissatisfaction with a completed AI output, forgetting to cancel before renewal, and accounts terminated for policy violations are not refundable.

3. Subscription cancellation

You may cancel through the subscription-management link in your Genify account. The available billing portal will confirm the subscription status. Cancellation stops the next automatic renewal. Your current plan and benefits remain active until the end of the paid billing period, and cancellation does not automatically refund that period.

When the active payment provider supports an in-product plan change, the available change and its effective date are shown in account settings. If no change option is shown, cancel the current subscription and start a different plan after the paid period ends.

4. How to request a refund

For a 7-day guarantee, submit the request within 7 days of the initial charge. For duplicate, incorrect, unauthorized, or post-cancellation charges, contact us within 30 days when reasonably possible. Include the Genify account email, payment date, amount, currency, reason, and invoice or order identifier. Do not send a complete card number or security code.

We aim to acknowledge the request within two business days and process an approved refund within 5–10 business days. We may ask for additional information and will use account usage, transaction facts, this policy, the payment provider's records, and applicable law to determine eligibility.

Requesting a refund or canceling a subscription does not automatically qualify for a refund. Except for section 2 and mandatory legal rights, purchases remain non-refundable. Eligibility is reviewed before any payment refund; a safety appeal does not itself reverse a purchase.

If a refund is actually completed under this policy, the corresponding credits, plan access and benefits are adjusted to the approved refund scope. A full refund of the current subscription term ends that term's paid access and stops future renewal; it does not remove separately purchased pack credits. A partial refund or a refund for an older term does not automatically cancel a newer paid term; any additional adjustment is reviewed separately. If related credits have already been used, we may adjust the remaining balance or reasonably restrict further use to reconcile the refunded payment.

5. Provider transactions

When Waffo Pancake is identified at checkout, Waffo is the online reseller, legal seller, and Merchant of Record for that transaction. When an eligible refund is approved, Waffo handles the payment-method refund under its Terms and, where supported, returns it to the original payment method. A transaction completed through another checkout provider is refunded through that provider. The time for funds to appear depends on the payment method and financial institution.

6. Generation credit returns are not refunds

A generation credit return only restores part of your Genify balance. It is not a refund and does not reverse a card or wallet payment.

While output awaits review, delivery is held and charged credits remain reserved; a flag does not prove misconduct.
A compliant result approved on review is delivered unchanged and charged normally.
A legitimate prompt that unexpectedly produces prohibited output is closed without delivery and its eligible credits are returned.
Only a reviewed finding of an explicitly prohibited request or deliberate evasion justifies refusal without returning generation credits. An automatic flag, provider error or unavailable checker alone does not establish that finding.
Technical failure that ultimately prevents delivery, including expiry of a held review reference, results in eligible credit return through the recovery process.
Completed, delivered tasks are charged even if the result does not match personal expectations. We do not automatically regenerate rejected works.

Credit returns are idempotent and follow the original deduction buckets and expiry rules. Expired daily or subscription allowances are recorded as returned and immediately expired; they are not renewed. Pack credits retain their non-expiring character. A pending return is not yet a completed balance adjustment.

Prompts that are not approved before generation, including those needing review or affected by an unavailable checker, do not finally consume generation credits. If credits were already reserved when a translated prompt failed checking, the task ends and eligible credits are returned rather than leaving you waiting indefinitely. See the AUP for review and appeal responsibilities and the Privacy Policy for held-material retention.

If a credit return appears to be missing, provide the task ID and approximate submission time so we can investigate.

7. How to contact us

Email support@genify.chat or use our contact page. For faster review, state that the message concerns billing and include the information listed above.