Refund Policy
This Refund Policy explains when refunds may be granted for purchases made through GenovaX. Because GenovaX provides immediate access to a digital service, refunds are limited and reviewed in accordance with the conditions below.
1. General Policy
GenovaX is a digital subscription service. Due to the nature of instant access to platform features and AI-generated outputs, all purchases are generally final and non-refundable unless otherwise required by applicable law or expressly stated in this policy.
By purchasing a subscription, you acknowledge that access to the service may begin immediately after payment and that this affects refund eligibility.
2. When a Refund May Be Considered
Refund requests may be considered in limited circumstances, including:
- A duplicate or accidental charge for the same subscription
- A verified billing error caused by our system or payment processor
- A technical failure that materially prevented access to the paid service and could not be reasonably resolved by support
- A first-time subscription purchase where no meaningful use of the paid service has occurred, as determined by our records
3. When Refunds Will Normally Not Be Granted
- Change of mind after purchase
- Failure to cancel before the next billing cycle
- Partial use, substantial use, or completed use of the subscription period
- Use of paid platform features after purchase
- Generated outputs, completed generations, or consumed usage
- Dissatisfaction based solely on creative preference or expected result
- Requests submitted after an unreasonable delay
- Accounts suspended or restricted for violations of our Terms of Service
- Fraudulent, abusive, or bad-faith refund requests
4. Review Criteria
Refund requests are reviewed on a case-by-case basis. In reviewing a request, we may consider account activity, subscription status, usage history, generation history, prior refunds, payment history, technical logs, and whether the service was materially accessed or used.
We reserve the right to deny refund requests where there is evidence of misuse, abuse, repeated refund behavior, policy circumvention, or any attempt to obtain access to the service without valid payment.
5. Cancellation vs. Refunds
Canceling a subscription stops future renewals but does not automatically create a refund for charges already processed.
If you do not wish to be charged for the next billing cycle, you must cancel your subscription before renewal. Once a renewal charge has been successfully processed, it is generally non-refundable except where required by law or approved under this policy.
6. How to Request a Refund
To request a refund, contact our support team and include enough information for us to identify the transaction and review the case.
Please include, where available:
- Your account email address
- Your Paddle receipt or transaction reference
- The date of purchase
- A short explanation of the issue
- Any relevant screenshots or technical details
Submitting incomplete information may delay review or prevent us from processing your request.
7. Processing of Approved Refunds
If a refund is approved, it will generally be issued to the original payment method used for the purchase. Refund processing is handled by Paddle, our merchant of record, and timing may vary depending on the payment method, financial institution, and region.
Approval of a refund remains at our reasonable discretion, except where applicable law provides otherwise.
8. Chargebacks and Payment Disputes
If you believe you were charged in error, please contact us before initiating a chargeback or payment dispute. Filing unjustified chargebacks, reversing valid charges, or abusing payment dispute mechanisms may result in account suspension, subscription cancellation, or restriction of future access to the service.
9. Policy Changes
We may update this Refund Policy from time to time. Changes become effective when posted on this page. The version in effect at the time of purchase will generally apply to that purchase unless applicable law requires otherwise.
10. Contact
For refund requests and billing support:
support@genovax.app
For general inquiries:
info@genovax.app