Refunds & cancellation
How subscription cancellation, payment issues and failed generations are handled.
Cancel a renewal
Use the subscription controls on the plans and billing page, or cancel the automatic payment in PayPal. Cancellation stops subsequent renewals. Your billing page shows the remaining service period and credit expiry. Cancelling does not itself request a refund or delete your account.
Request a payment review
Contact support with your account email, PayPal transaction reference, charge date and a description of the issue. Never send passwords or full card details. We review duplicate charges, incorrect billing and service failures against payment and usage records. Any approved monetary refund is returned through PayPal to the original payment method. Processing times depend on PayPal and your bank.
Failed or incomplete work
Credit reservations for requests rejected before submission are released. Media-generation requests and usage-based reservations with an uncertain provider outcome stay reserved while we reconcile them. Generation failures, completed work and partial multi-step tasks are assessed using their actual records; a stopped task may already have used paid services. A result you do not prefer is not, by itself, evidence of a billing error.
Fixed service fees
When your quote specifies a fixed GENOMOUS service fee, a confirmed successful agent, audio or voice operation charges that fee. Each initial agent request and follow-up can carry a separate fee. An agent invocation can complete while some creative deliverables remain unfinished or require review; this does not automatically release its service fee.
A confirmed failure or cancellation releases the fixed-fee reservation. While a cancellation or outcome is unconfirmed, the reservation remains held until confirmation or the quoted completion deadline. Once the quoted deadline passes, reconciliation releases an unresolved reservation without charging the fee. A result arriving later does not recharge it.
These releases concern the quoted service credits. Separately approved media generations retain their own charges, and monetary refunds of subscription or top-up payments follow the payment-review process above and applicable consumer rights.
Applicable consumer rights
This policy does not limit mandatory consumer protections, cancellation rights or refunds required by applicable law. Where specific digital-service consent or withdrawal information is required, it must be presented before the paid service starts.
Contact
Genomous · Sechterman 17, Avihail 4219000 · IL