Refund Policy | Genace — Multimodal Generation Gateway for AI Agents

Introduction

This Refund Policy explains how refunds are handled for purchases made on Genace. It should be read together with our Terms of Service.

All payments on Genace are processed by Creem, acting as the Merchant of Record (MoR). This means transactions, invoicing, sales tax collection, and refund processing are handled by Creem on our behalf. Refunds are issued back to your original payment method through Creem.

Credit Pack Refunds

Credit Packs are one-time purchases of Credits that never expire.

If you have not used any Credits from a Credit Pack, you may request a full refund within 14 days of the purchase date.
If you have partially consumed Credits from a Pack, the purchase is generally not eligible for a refund, unless required by applicable law or at Creem's discretion on a case-by-case basis.
Once the 14-day window has passed, Credit Pack purchases are non-refundable.

Subscription Refunds

Pro plan subscription fees are billed in advance for each billing period and are non-refundable for the current period once charged.

You may cancel your subscription at any time from your account settings to stop future renewals.
After cancellation, you retain access to your plan's features and remaining Credits validity for the rest of the current billing period — no partial refund is issued for the unused portion of that period.

Already-Consumed Credits

Credits that have already been consumed by a completed generation job are not refundable, as the underlying compute and upstream model cost has already been incurred.

Automatic Refunds for Failed Jobs

If a generation job fails due to an error on our side or an upstream AI provider's side, the Credits consumed for that job are automatically refunded to your account balance by our system. This is a built-in product mechanism, applied automatically without the need to contact support, and is separate from the manual refund process described above.

How to Request a Refund

To request a refund for an eligible Credit Pack purchase, email [email protected] with your account email and order/invoice number. You may also be able to request a refund directly through Creem's customer support channels, as they process the underlying transaction.

Processing Time

We aim to respond to refund requests within a few business days. Once approved, refunds are issued by Creem and may take additional time to appear on your original payment method, depending on your bank or card issuer.

Contact Us

If you have questions about this Refund Policy, please contact us at [email protected] or via our contact page.

This document is a standard SaaS refund policy and is not a substitute for independent legal advice.

Last updated: July 20, 2026

Credit Pack Refunds

Credit Packs are one-time purchases of Credits that never expire.

If you have not used any Credits from a Credit Pack, you may request a full refund within 14 days of the purchase date.

If you have partially consumed Credits from a Pack, the purchase is generally not eligible for a refund, unless required by applicable law or at Creem's discretion on a case-by-case basis.

Once the 14-day window has passed, Credit Pack purchases are non-refundable.

Subscription Refunds

Pro plan subscription fees are billed in advance for each billing period and are non-refundable for the current period once charged.

You may cancel your subscription at any time from your account settings to stop future renewals.

After cancellation, you retain access to your plan's features and remaining Credits validity for the rest of the current billing period — no partial refund is issued for the unused portion of that period.

Automatic Refunds for Failed Jobs