Refund Policy

Last updated: 28 May 2025  ·  Pursuant to EU Directive 2011/83/EU and Portuguese Consumer Law no. 24/96

1. Overview

GenPicz is committed to fair and transparent billing. This policy explains when you are entitled to a refund, how to request one, and how it will be processed.

2. Right of withdrawal (14-day cooling-off period)

Under EU consumer law, you have the right to withdraw from a digital service contract within 14 days of purchase without giving a reason — unless you have explicitly agreed to immediate access and waived this right.

Your right of withdrawal applies when:

• You have not yet used the service (generated any images) since subscribing.
• You subscribed and have not explicitly consented to the waiver of your cooling-off right.

Your right of withdrawal is waived when:

• During checkout, you ticked the checkbox confirming: "I request immediate access to the service and acknowledge that my right of withdrawal is waived once the service begins."
• You have already used the service within the 14-day period (generated one or more images).

If you waived your right of withdrawal but have not yet used the service, you may still request a full refund if you contact us within 14 days of purchase.

3. Refund eligibility summary

Scenario	Refund eligible?
Requested within 14 days, no images generated, cooling-off right not waived	Full refund
Requested within 14 days, no images generated, cooling-off right waived at checkout	Full refund (goodwill)
Requested within 14 days, images generated	No refund (service delivered)
Requested after 14 days for subscription not yet renewed	No refund (standard)
Billing error / duplicate charge	Full refund of overcharged amount
Service outage exceeding 72h continuous downtime in a billing period	Pro-rata credit or refund
Account terminated by GenPicz for policy violation	No refund

4. How to request a refund

1. Email contact@genpicz.com with subject line: Refund Request — [your email address].
2. Include your account email, the date of purchase, and the reason for the request.
3. We will review your request and respond within 5 business days.
4. Approved refunds are processed via Stripe to your original payment method within 5–10 business days.

5. Annual plan refunds

Annual plans are charged upfront. If you cancel an annual subscription:

• Within 14 days of purchase and no images generated: full refund.
• After 14 days: no refund for the remaining months. You retain access until the end of the annual period.

6. Chargebacks

We encourage you to contact us before initiating a chargeback with your bank. Chargebacks result in immediate account suspension pending investigation. Unjustified chargebacks may result in permanent account termination.

7. Contact