Refund Policy

1. Scope

This policy applies to credit packs purchased on Genpollar. We do not currently offer recurring subscriptions or one-off non-credit products; if and when we do, this policy will be updated to cover them.

2. Refund Window

You may request a refund within 14 days of the original purchase date, subject to the eligibility rules below. Requests outside the 14-day window are not eligible except where required by local law.

3. Refundable Cases

• Duplicate or accidental charge. You were charged twice for the same order, or a charge appeared without an authorized purchase.
• Unused credits. The credits from the pack are still entirely unspent at the time you contact us, and you are within the 14-day window.
• Platform-side failure preventing use. A confirmed outage or defect on our side prevented you from spending the credits.

4. Non-Refundable Cases

• Consumed credits. Credits already spent on successful generations are not refundable.
• Successfully delivered output. Once a generation has produced an output that was returned to your library or downloaded, the credits used for that job are not refundable even if you are unhappy with the result. AI output is probabilistic and subjective dissatisfaction is not a refund ground.
• Acceptable Use violations. If your account was suspended for violating our Acceptable Use Policy, unused credits may be forfeited.
• Outside the refund window. Requests submitted more than 14 days after purchase.
• Chargeback abuse. If you initiate a chargeback without first contacting support, we may decline future refund requests and suspend the account.

5. AI Generation Failures (Auto-Refund of Credits)

When a generation fails for technical reasons (provider rejection, timeout, content moderation block, capacity error), the credits charged for that job are automatically returned to your in-product credit balance. The transaction will appear in your account ledger labelled as a refund. No support ticket is required.

This in-product credit refund is separate from a USD refund of a credit pack purchase. A USD refund is governed by sections 2–4 above.

6. “Not Satisfied With the Result”

AI models do not produce identical results from identical prompts. A successful generation that you find subjectively unsatisfactory is not, by itself, grounds for a USD refund. We encourage you to start with smaller credit packs and to use available preview / draft modes before committing to large jobs.

7. Cancellation

Because credit packs are one-time purchases, there is nothing to cancel. Your card will not be charged again unless you actively buy another pack.

8. Processing Time

Approved USD refunds are issued back to the original payment method via our payment provider, typically within 5–10 business days of approval. The exact posting time depends on your bank or card network.

9. How to Request a Refund

Send an email to support@genpollar.com from the address registered on your account, and include:

• your account email,
• the order ID (visible in your account / receipt email),
• the reason for the request.

We aim to respond within 2 business days.

10. Please Contact Us Before a Chargeback

If something looks wrong with a charge, please email support@genpollar.com first. Most issues (duplicate charge, wrong pack, unknown order) are resolved faster by us than by a card-network dispute, and direct contact also preserves your account in good standing. Chargebacks initiated without prior contact may result in account suspension.

11. Payment Provider Role

Payment processing for Genpollar is handled by Creem as Merchant of Record. Creem processes your card details, issues receipts, collects applicable taxes, and executes refunds on our instruction. Card details are not stored on our servers.

12. Changes to This Policy

We may update this policy. The “Last updated” date at the top reflects the latest version. The version in effect at the time of your purchase governs that purchase.

13. Contact

Refund questions: support@genpollar.com. See also our Terms of Service.