Refund Policy

1. General Provisions

This Refund Policy (hereinafter referred to as the "Policy") defines the terms and conditions for refunding payments for the services of GenRoom, located at genroom.io.

The Policy has been developed in accordance with applicable consumer protection laws and the civil legislation of the Russian Federation.

2. Refund Terms

2.1. Refunds are possible ONLY in the following cases:

• Service unavailability for 24 consecutive hours — if the Service was completely unavailable for 24 hours continuously, and the User was unable to use the paid services during this period
• In case of duplicate or erroneous charges

Important: By using the Service and making a payment, the User agrees that refunds are only issued when the Service is unavailable for 24 consecutive hours. The User confirms that they had the opportunity to try the Service for free before payment using free credits granted upon registration, and to evaluate the generation quality and functionality before making a purchase decision.

2.2. Refunds are NOT issued in the following cases:

• For Credits that have already been used for image generation, even partially
• For free Credits granted upon registration or through promotions
• After the expiration of purchased Credits
• If the User is dissatisfied with the quality of generated images (generation quality depends on AI algorithms and is not guaranteed)
• For short-term technical issues lasting less than 24 continuous hours
• If the User changed their mind about the purchase
• If the generation result does not meet the User's expectations
• If the User did not use purchased Credits by their own choice
• If the User violated the Terms of Service
• If the User deleted their account
• For subjective reasons related to the User's personal preferences

3. Refund Procedure

To request a refund, you need to:

3.1. After approval of the refund request, the funds will be returned to the bank card or account from which the payment was made.

3.2. If the payment was made through a payment system, the refund timeframe may depend on the rules of the respective payment system and your bank.

4. Partial Refund

4.1. If part of the purchased Credits has been used, the refund is made only for the unused portion proportional to the package cost.

Calculation example for standard plans:

4.2. Refunds for unlimited plans:

4.2.1. For unlimited plans, the refund is calculated based on the actual generations performed and the current credit cost at the time of the refund request.

4.2.2. The refund amount is calculated using the formula:

Calculation example #1 (no refund issued):

Calculation example #2 (refund issued):

4.2.3. Refund for an unlimited plan is only possible within the established timeframe from the date of purchase.

4.2.4. The cost per credit (generation) is determined based on the current prices in the Service at the time of the refund request.

5. Technical Issues and Service Unavailability

5.1. Refunds due to technical unavailability of the Service are issued ONLY when the following conditions are met:

• Continuous unavailability for 24 hours — the Service must be completely unavailable for 24 consecutive hours
• Documentary evidence — the User must provide evidence of attempts to access the Service during the specified period
• Timely request — the refund request must be submitted within 3 days of the Service being restored

5.2. Short-term technical issues (less than 24 continuous hours) are a normal part of any web service operation and are NOT grounds for a refund.

5.3. Scheduled maintenance and updates with prior notice are not grounds for a refund.

6. Refund Denial

We reserve the right to deny a refund if:

• The established timeframe since purchase has passed
• All purchased Credits have been used
• The reason for the refund is subjective dissatisfaction with generation results
• The User violated the Terms of Service
• Signs of fraud or abuse have been detected

In case of refund denial, we will send you a written explanation of the decision.

7. Refund Timelines

8. Contact Us

If you have questions about refunds or would like to request a refund, contact us:

9. Dispute Resolution

9.1. All disputes related to refunds are resolved through negotiations.

9.2. If an agreement cannot be reached, the dispute shall be resolved in accordance with the legislation of the Russian Federation.

9.3. You have the right to file a complaint with consumer protection authorities or a court at your place of residence.

10. Changes to the Policy

10.1. We reserve the right to make changes to this Policy.

10.2. The current version of the Policy is always available at: genroom.io/refund