Refund Policy

1. General Provisions

This Refund Policy defines the terms and conditions for refunding payments for GenRoom services at genroom.io.

By making a purchase, you agree to the terms of this Policy.

2. Refund Terms

2.1. Refunds are issued ONLY in the following cases:

• Service unavailability for 24 consecutive hours — the Service was completely unavailable for 24 hours continuously, and you were unable to use your paid credits during that period
• Duplicate or erroneous charges — contact us within 30 days

Important: By using the Service and making a purchase, you agree that refunds are issued only in the cases listed above. Free credits granted at registration allow you to try the Service — including generation quality and features — before deciding to purchase.

2.2. Refunds are NOT issued in the following cases:

• Credits already used for image generation, even partially
• Free or bonus credits (registration credits, referral rewards, promotional grants)
• Purchased credits that have expired
• Dissatisfaction with the quality of generated images (generation quality depends on AI algorithms and is not guaranteed)
• Brief technical issues lasting less than 24 consecutive hours
• Change of mind about the purchase
• Generation results not meeting your expectations
• Credits left unused by your own choice
• Violation of the Terms of Service
• Account deleted by the user
• Subjective reasons related to personal preferences

3. Refund Procedure

To request a refund, follow these steps:

3.1. Approved refunds are returned to the original payment method.

3.2. Refund processing times depend on your bank or payment provider.

4. Partial Refund

4.1. If a refund is approved under Section 2 and part of the purchased credits has been used, the refund covers only the unused portion, proportionally to the package price.

Refund calculation:

4.2. Example calculations:

You purchased 100 credits for $10. You used 30 credits. Unused: 70 credits.

Refund = $10 ÷ 100 × 70 = $7.00

Example 1 — partial refund:

Example 2 — full refund (no credits used):

4.2.3. The refund request must be submitted within the timeframes set out in Sections 2 and 5 of this Policy.

4.2.4. Credit value is based on the original purchase price, not current pricing.

5. Technical Issues

5.1. Refunds related to technical unavailability of the Service are issued ONLY if all of the following conditions are met. Contact us at [email protected] with:

• Continuous 24-hour unavailability — the Service was completely unavailable for 24 hours without interruption
• Evidence — documented proof of your attempts to access the Service during that period (screenshots, error messages)
• Submit within 3 days — of the Service becoming available again

5.2. Brief technical issues (less than 24 consecutive hours) are a normal part of any web service operation and are not grounds for a refund.

5.3. Scheduled maintenance announced in advance is not grounds for a refund.

6. Refund Denial

We may deny a refund if:

• The request does not fall under the refund cases listed in Section 2
• All purchased credits have already been used, even partially
• The account was suspended for violating the Terms of Service
• The User violated the Terms of Service
• Fraudulent activity or chargeback abuse is detected

In case of denial, we will provide a written explanation.

7. Refund Timelines

8. Contact Us

For refund requests or questions, contact us:

9. Dispute Resolution

9.1. All refund disputes are first resolved through direct negotiation.

9.2. If a resolution cannot be reached, disputes shall be resolved in accordance with the laws of Georgia.

9.3. You retain the right to seek resolution through consumer protection authorities in your jurisdiction.

10. Changes to This Policy

10.1. We reserve the right to update this Policy at any time.

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