Refund Policy

Genvoris operates on a credit-pack model: customers purchase try-on credits up front, each credit equals one virtual try-on, and credits remain valid for one year from the date of purchase. Payments are processed securely through Paddle, acting as Merchant of Record. By purchasing credits you agree to this refund policy.

You may request a refund for unused credits if you meet all of the following conditions:

• Your account holds more than 100 unused credits across all active, non-expired packs at the time of the request.
• The credits being refunded were not granted as part of a free starter pack, gift, or promotional credit.
• Your account is in good standing (not suspended for terms-of-service violations).

Refund amount = remaining unused credits × the original price you paid per credit, summed across all eligible packs. Used credits and credits from already-expired packs cannot be refunded.

Example: You bought a 500-credit Growth pack for $79 ($0.158/credit) and used 50. Remaining = 450. Refund = 450 × $0.158 = $71.10.

You may also be eligible for a refund in the following cases regardless of the 100-credit threshold:

• Duplicate charge: billed more than once for the same purchase.
• Unauthorized charge: the payment was not authorized by you.
• Service unavailability: verified Genvoris downtime exceeding 48 consecutive hours that prevented you from using purchased credits.

• Used credits — once a try-on has been generated, that credit is consumed and cannot be refunded.
• Expired credits — credits that have passed their 1-year validity.
• Free / starter / promotional credits — credits granted at no cost.
• Accounts under 100 unused credits — the minimum eligibility threshold.
• Accounts suspended or terminated for violations of our Terms of Service.

The fastest way to request a refund is from your billing dashboard:

• Sign in and navigate to Billing.
• If you have more than 100 unused credits, you will see a Request Refund button with the calculated refund amount.
• Click it, optionally add a reason, and submit.

Alternatively, email billing@genvoris.org with your registered email and Paddle transaction ID.

We respond to all requests within 3 business days. Once approved, refunds are issued through Paddle and typically appear on your statement within 5–10 business days.

When a refund is processed, all of your active credit packs are deactivated (their remaining balance is set to zero). You will receive a confirmation email and your account balance will reflect 0 credits.

You can purchase new credit packs at any time after a refund.

Custom-amount credit purchases follow the same refund rules as preset packs. The refund amount is calculated using the price-per-credit at which you originally purchased.

If you initiate a chargeback with your bank before contacting us, your account will be immediately suspended pending investigation. Please contact us first — we are committed to resolving billing issues fairly and quickly.

For any billing or refund enquiries, contact us at billing@genvoris.org or visit your billing dashboard.