At GenMix, we want every user to be satisfied with their experience. If your purchase doesn't meet your expectations, we offer a straightforward refund process.
Refund Eligibility
Refund requests must meet all of the following conditions:
- Time limit: The request is made within 10 days of the purchase date.
- Credit usage: You have used no more than 50 subscription credits (across all monthly issuances within the current term) since the purchase.
- Subscription credits only: Refunds apply to subscription credit purchases. Promotional credits, sign-up bonuses, or referral rewards are not refundable.
If you meet these conditions, you are eligible for a full refund of your subscription payment. All remaining subscription credits (including any unissued future monthly allowances) will be removed from your account upon refund.
Accepted Refund Circumstances
We accept refund requests for the following reasons:
- Platform technical issues: Persistent service outages or technical failures that prevent you from using GenMix, and our support team is unable to resolve the issue.
- Duplicate purchase or billing error: You were charged twice for the same subscription, or a system error caused an unintended purchase.
- Credits not delivered: Payment was successful but credits were not added to your account, and our support team cannot resolve the issue.
- Unintended auto-renewal: You can demonstrate that you attempted to cancel your subscription before the renewal date but were unable to do so due to a platform issue. Note: standard auto-renewals are not eligible — you can cancel your subscription at any time from your Account page before the renewal date.
- First-time subscriber dissatisfaction: You are a first-time subscriber, your request is within 10 days, and you have used 50 or fewer credits.
Not Eligible for Refund
Refunds will not be granted in the following cases:
- Exceeded credit usage: More than 50 subscription credits have been used, regardless of how much time has passed since purchase.
- Outside the refund window: More than 10 days have passed since the purchase date.
- Change of mind: Deciding you no longer need the service, finding an alternative product, or dissatisfaction with AI-generated output quality (which varies by model and prompt).
- Failure to review product information: Not reading the subscription terms, credit system, or pricing details before purchase.
- Refusal to cooperate with support: If we need additional information to investigate your issue and you decline to provide it, we may be unable to process your request.
- Policy violations: Your account was suspended or terminated due to a violation of our Terms of Service.
- Unauthorized disputes: Filing a chargeback or payment dispute with your bank or payment provider without first contacting us (see Disputes & Chargebacks section below).
How to Request a Refund
To request a refund, email support@genmix.ai with the following information:
- Your account email address
- Order number or transaction receipt
- Date of purchase
- Reason for the refund request
We will review your request and respond within 3-5 business days. Approved refunds are processed to your original payment method within 5-10 business days, depending on your payment provider.
What Happens After a Refund
- All remaining subscription credits (including any unissued future monthly allowances) will be removed from your account.
- Your subscription will be immediately terminated.
- Content you have already generated (videos, images, audio) will not be deleted — you retain access to your previously created content.
- You may subscribe again at any time after a refund.
For annual subscriptions, refund amounts are calculated based on the remaining time in your subscription term, not based on credits issued or consumed.
Subscription Cancellation vs. Refund
Cancellation and refund are different actions. If you cancel your subscription without requesting a refund:
- Your remaining credits stay valid until they expire.
- No automatic renewal will occur after the current period.
- You can cancel at any time from your Account page — no need to contact support.
Plan Changes
- Upgrade: Takes effect immediately. You pay the prorated difference and receive additional credits.
- Downgrade: Takes effect at your next billing cycle. Current credits remain until they expire.
Disputes & Chargebacks
We strongly encourage you to contact us at support@genmix.ai before initiating a chargeback or payment dispute with your bank or payment provider.
Filing a dispute without first attempting to resolve the issue with us may result in immediate account suspension, removal of all credits, and loss of access to generated content. We are committed to resolving issues fairly and promptly through our support channel.
Auto-Renewal
All GenMix subscriptions renew automatically at the end of each billing period (monthly or yearly). To avoid being charged for the next period, cancel your subscription from your Account page before the renewal date.
Changes to This Policy
We reserve the right to update this refund policy at any time. Changes will be reflected on this page with an updated effective date. We encourage you to review this policy periodically.
Contact
support@genmix.ai
Response time: 24-48 hours (business days)