Refund Policy

Genalot is a digital software-as-a-service platform. When you purchase a plan or a credit pack, you receive access to AI tools and a balance of “credits” that are spent each time you generate an image, video, or other output. Every generation triggers immediate, non-recoverable costs on our third-party AI providers. For this reason, credits that have been used cannot be refunded, and our eligibility rules focus on unused purchases.

You may be eligible for a refund of your purchase only if all of the following conditions are met:

• You request a refund within 7 days of your initial purchase.
• You have used zero credits — that is, you have made no image, video, or other generations of any kind since the purchase.
• The purchase is your first purchase on Genalot; refunds do not apply to subscription renewals or any purchase after the first.
• The request is made through an approved channel (see “How to request a refund” below) and includes the account email and order reference.

If you have already generated content using credits, you are generally not eligible for a refund under this policy, because the associated compute costs have already been incurred on your behalf.

The following are not eligible for a refund, except where a refund is required by applicable law:

• Any purchase where one or more credits have been used (any generation has occurred).
• Subscription renewals (second and subsequent billing periods of a recurring plan).
• Any purchase after your first purchase on the account.
• Requests made more than 7 days after the initial purchase date.
• Credit packs or plan credits that have expired.
• Purchases flagged for fraud, chargeback abuse, or violation of our Terms of Service.

Subscription plans renew automatically at the end of each billing period until cancelled. Refunds apply only to the first purchase, not to renewals. You can cancel a subscription at any time from your billing settings; cancellation stops future renewals but does not retroactively refund a period that has already begun, and you retain access and any remaining plan benefits until the end of the current paid period.

Where a refund is approved, we may deduct a processing fee of up to 6% of the refunded amount, to the extent permitted by applicable law. This offsets non-recoverable payment processing and currency-conversion costs charged to us by our payment providers. Any such fee will be disclosed before the refund is finalised. Where the law of your jurisdiction prohibits such a deduction, we will not apply it.

To request a refund, email us with the details below so we can verify eligibility quickly:

• Send your request to support@genalot.com from the email address on your account.
• Include your account email, the order/transaction reference, and the date of purchase.
• State that no credits have been used, and briefly why you are requesting a refund.

We may verify your credit usage and purchase history before approving any refund. Requests that do not meet the eligibility conditions in Section 2 will be declined, though we may, at our sole discretion, offer credits or another remedy instead.

Approved refunds are returned to the original payment method used for the purchase. Once approved, refunds are typically initiated within 5–10 business days, though the time for funds to appear depends on your bank or card issuer and payment provider. Refunds are made in the original transaction currency; any difference caused by exchange-rate movement between the purchase and the refund is outside our control.

If you believe a charge is incorrect, please contact us first — we will always try to resolve it directly and quickly. Initiating a chargeback or payment dispute without first contacting us, particularly after credits have been used, may result in suspension or termination of your account. We reserve the right to contest chargebacks we believe are unwarranted, including by providing evidence of account activity and credit usage.

Nothing in this policy limits any refund right you may have that cannot be excluded under the mandatory consumer-protection laws of your country. Separately, we may issue a refund, credit, or other remedy at our sole discretion in circumstances not covered above (for example, a verified service fault on our side). Any discretionary refund does not create an obligation to provide the same remedy in future cases.

We may update this Refund Policy from time to time. The version in effect at the time of your purchase governs that purchase. Material changes will be reflected by updating the “Last updated” date at the top of this page.