Refund Policy

This Refund Policy explains when a refund may be issued for purchases made on GenStudio, what is excluded, and how to make a request. It forms part of our Terms & Conditions.

1. Scope

This policy applies to all subscription plans and one-time digital purchases made through this website by customers who have accepted the Terms & Conditions at checkout.

2. Eligibility for a refund

You may be eligible for a refund in the following circumstances:

• Service not delivered. Payment was taken but access to the purchased product was not activated on your account, and the issue could not be resolved by our support team.
• Duplicate payment. You were charged more than once for the same order due to a technical or processing error.
• Incorrect charge. The amount charged does not match the price shown at checkout for the plan you selected.
• Unused subscription within 14 days. A new subscription is cancelled within 14 days of the initial purchase and the account shows no substantive use of the service during that period.
• Product materially not as described. The product does not perform the core function described on its product page, and our support team is unable to resolve the issue.

3. Exclusions

Refunds are not available in the following cases:

• The services have been used beyond a minimal extent during the service period, measured by the generations or downloads consumed on the account.
• One-time digital downloads where the files have already been downloaded. Because the product is delivered immediately and cannot be returned, these purchases are final once downloaded.
• The request is based on a change of mind, or on a duplicate purchase made by the customer in error where the duplicate product has been used. This does not apply to duplicate charges caused by a technical or processing error (Section 2).
• The account has been suspended or terminated for breach of the Terms & Conditions.
• Output produced by an AI tool did not meet subjective expectations of quality, style or accuracy. AI-assisted tools produce variable results and require review before use.
• More than 30 days have passed since the payment date, except where the request concerns a service not delivered, a duplicate payment, an incorrect charge, or a product materially not as described (Section 2), in which case the request may be made within 90 days of the payment date or such longer period as required by applicable law or card scheme rules.

4. How to request a refund

To request a refund, follow these steps:

1. Send us a request using our contact form from the email address registered on your account, or submit a request from the Support section of your dashboard.
2. Include your order number, the product or plan name, the date of payment, and a clear description of the reason for the request.
3. Attach any relevant evidence, such as screenshots of an error, if the request concerns a technical problem.

Requests submitted from an address other than the one registered on the account cannot be processed for security reasons.

5. Assessment and processing

We aim to acknowledge refund requests within 2 business days and to reach a decision within 7 business days of receiving all required information. Where a request requires investigation — for example a disputed technical fault — we may need additional time and will keep you informed. In any case, we will notify you of our final decision within 30 days of receiving your request.

If a refund is approved:

• It is issued to the original payment method used for the purchase. We cannot refund to a different card, account or method. If the original card has been closed or replaced, the refund will still be sent to the original payment method and will be credited by your bank to your replacement card or account.
• The refund is processed within 5 business days of approval.
• Your bank or card issuer may take a further 5 to 15 business days to credit the funds to your account. This period is outside our control.
• Access to the refunded product is withdrawn from your account when the refund is issued.

If a refund is declined, we will explain the reason with reference to this policy.

6. Partial refunds

Where a refund is approved for an annual plan that has been partly used, we may issue a pro-rata refund covering the unused complete months remaining in the billing period, less any applicable transaction costs.

7. Currency and charges

Refunds are issued in the currency and for the full amount originally charged, less any deductions expressly stated in this policy. We are not responsible for differences in the amount you receive caused by exchange rate movements or fees charged by your bank or card issuer.

8. Chargebacks

If you believe a charge is incorrect, we encourage you to contact us first so that we can resolve the matter quickly. This does not limit your right to dispute a charge with your bank or card issuer at any time. Where a chargeback is raised, we will respond to it in accordance with the applicable card scheme rules, and access to the relevant account may be suspended while the dispute is pending.

9. Contact

For any question about this policy, contact us at support@genstudio.live or using our contact form, or write to Genereum Studio L.L.C-FZ, Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E..