Refund Policy

Genvoris paid plans (Starter, Growth, Pro, Business) are billed monthly as a recurring subscription. Once a billing cycle has started, the charge for that cycle is non-refundable, including for unused try-ons. You can cancel auto-renewal at any time from the Billing page — your plan stays active until the end of the current paid cycle, after which it reverts to the Free tier with no further charges.

Prepaid USD balance top-ups (sometimes called "credit packs") are refundable for the unused portion of the balance within 30 days of the original purchase. We refund only the dollar amount still sitting in your prepaid balance at the time of the request — any portion already consumed by try-ons is non-refundable.

The minimum refundable amount on a single prepaid top-up is $10. Top-ups below $10 are not eligible because Stripe payment processing fees (2.9% + $0.30) make smaller refunds uneconomical for both parties. The $10 floor mirrors the $10 minimum we enforce on every top-up purchase.

The Free tier costs nothing and therefore has no refund. Free accounts cannot purchase prepaid top-ups; upgrade to Starter or higher to enable pay-as-you-go balance.

Please contact us before filing a chargeback with your bank. Accounts that initiate a chargeback without first contacting support are immediately suspended pending investigation, and may be permanently terminated regardless of the chargeback outcome. We resolve legitimate billing disputes quickly and in good faith — a chargeback is never the fastest path.

Email support@genvoris.org from the email on your account. Include the Stripe receipt number for the prepaid purchase you want refunded (visible on the receipt PDF Stripe sends after every payment) and a one-line reason. We do not require a justification — the reason field is for our own service-quality tracking.

For prepaid balances above $10 you can also self-serve from the Billing page → "Purchase history" → "Request refund" (rolls out next to each eligible purchase).

We acknowledge every refund request within 1 business day. Once approved, Stripe issues the refund to the original payment method; the funds typically appear on your statement within 5–10 business days, depending on your bank. The refunded amount is also immediately deducted from your prepaid balance on Genvoris.