Refund Policy

Last Updated: December 1, 2025

1. Introduction

Welcome to GenRaw AI LLC. This Refund Policy explains our policies and procedures regarding refunds for subscriptions, credit packages, and other purchases made through our platform. By making a purchase, you agree to this Refund Policy.

We are committed to providing fair and transparent refund processes. This policy outlines when refunds are available, how to request them, and how refunds are processed.

2. General Refund Eligibility

2.1 Subscription Refunds

Active Subscriptions:

• Subscriptions are eligible for refunds only during the active subscription period
• Once the subscription period has ended, refunds are no longer available, regardless of remaining credits
• Refund amounts are calculated based on:
  • Elapsed Subscription Days: The refund amount will be prorated based on the number of days remaining in your subscription period
  • Used Credits: Credits consumed during the subscription period will be deducted from the refund amount at their proportional value
  • Remaining Credits: Unused credits will be refunded at their proportional value

Refund Calculation Formula:

The subscription price includes both subscription access and credits. Refunds are calculated proportionally:

Refund Amount = Subscription Price × (Remaining Days / Total Subscription Days) × (Remaining Credits / Total Credits Included) - Processing Fees

Or alternatively, using a simpler proportional calculation:

Refund Amount = Subscription Price × (Remaining Days / Total Subscription Days) - (Used Credits × Credit Value) - Processing Fees

The refund amount will be the lower of the two calculations to ensure fairness and prevent over-refunding.

2.2 Credit Package Refunds

• Credit packages are eligible for refunds if credits have not been fully consumed
• Refund amounts will be calculated based on remaining unused credits
• Used credits will be deducted from the refund amount at their purchase value

2.3 Service Failure Credit Refunds

Task Failure Refunds:

• If a generation task fails due to service faults or technical issues on our end, credits consumed for that task will be automatically refunded to your account balance
• Important: Credit refunds are automatically added to your account, but to receive a cash refund, you must actively request a refund through your Account Center
• To request a cash refund for service failures:
  1. Send an email to [email protected]
  2. Use your registered account email address
  3. Include your order number or transaction ID
  4. Specify the reason for the refund request
• Credit refunds to account balance are processed within 24-48 hours of the failure
• Cash refund requests are processed within 1-3 business days after submission

3. Non-Refundable Situations

The following situations are not eligible for refunds:

3.1 Policy Violations

• Accounts terminated due to violations of our Terms of Service or Content Guidelines Agreement
• Accounts suspended or banned for prohibited content creation
• Accounts involved in fraudulent activities or payment disputes
• Accounts that have violated intellectual property rights or other legal requirements

3.2 Expired or Fully Consumed Services

Subscriptions:

• Subscriptions where the subscription period has ended (regardless of remaining credits)
• Subscriptions where all credits have been consumed (regardless of remaining subscription days)
• Important: If either condition is met (subscription expired OR all credits used), the subscription is no longer eligible for refunds

Credit Packages:

• Credit packages where all credits have been consumed
• Services that have been fully utilized and delivered

3.3 User Error

• Accidental purchases due to user error (though we may consider refunds on a case-by-case basis)
• Changes of mind after purchase (unless within eligible refund period)
• Failure to use services due to user's technical limitations or preferences

3.4 Third-Party Issues

• Issues caused by third-party payment processors beyond our control
• Network or connectivity issues on the user's end
• Browser or device compatibility issues

4. Refund Request Process

4.1 How to Request a Refund

Email Refund Request:

To request a refund, please send an email to our support team at [email protected] with the following information:

1. Account Email: Use your registered account email address
2. Order Number: Include your order number or transaction ID
3. Refund Reason: Briefly explain why you are requesting a refund

View Estimated Refund Amount:

Before submitting your refund request, you can view the estimated refund amount for your order:

1. Log in to your account
2. Navigate to Personal Center (or Account Center)
3. Go to Payment History
4. Find the order you wish to refund
5. Click "Request Refund" on the order card
6. The refund dialog will display the estimated refund amount, including:
   • Gross refund amount (before fees)
   • Processing fees
   • Net refund amount (after fees)

This estimated amount is calculated based on your remaining credits and subscription days, and will help you understand the refund amount before submitting your request.

Important Notes:

• Our system will automatically calculate your refund amount based on your account activity
• We will review your account status and process your request accordingly

4.2 Refund Processing Time

• Standard Processing: Refund requests are reviewed and processed within 1-3 business days
• Complex Cases: Some refund requests may require additional review and may take up to 5-7 business days
• Notification: You will receive an email notification once your refund request has been processed

4.3 Refund Approval

• Approved refunds will be processed to your original payment method
• You will receive confirmation via email with refund details
• Refund processing times vary by payment method (see Section 5)

Important: Account Changes After Refund Approval

Upon refund approval, the following changes will occur to your account:

• Subscription Cancellation: Your subscription will be immediately canceled upon refund approval. You will lose access to subscription benefits, including premium features and subscription-based credits.
• Credit Removal: All unused credits associated with the refunded order will be removed from your account. This includes:
  • Subscription credits that were included with the refunded subscription
  • Credit package credits that were part of the refunded purchase
• Account Access: You will retain access to your account and can continue using any remaining credits from other purchases
• Future Purchases: You can purchase new subscriptions or credit packages at any time after the refund is processed

5. Refund Processing and Methods

5.1 Refund to Original Payment Method

Refunds will be processed to the original payment method used for the purchase:

• Credit Card Payments: Refunds will be issued to the same credit card used for the original transaction

5.2 Processing Fees

Credit Card Payments:

• Third-party payment processor fees (Stripe or other payment gateways) will be deducted from the refund amount
• These fees typically range from 2.9% to 3.5% plus a fixed fee per transaction
• The exact fee amount will be disclosed in your refund confirmation

Fee Deduction:

• Processing fees are deducted from the refund amount before processing
• You will receive the net refund amount after fees
• Fee amounts will be clearly stated in your refund confirmation email

6. Special Refund Situations

6.1 Duplicate Charges and Billing Errors

If you have been charged multiple times or incorrectly:

1. Contact Support: Send an email to [email protected]
2. Subject Line: "Billing Error - Duplicate Charge" or "Billing Error - Incorrect Charge"
3. Required Information:
   • Order number(s) or transaction ID(s)
   • Account email address
   • Description of the billing error
   • Screenshots or receipts if available

Processing:

• We will investigate billing errors within 2-3 business days
• Verified duplicate charges will be refunded immediately
• Incorrect charges will be corrected and refunded as appropriate

6.2 Account Suspension or Termination Refunds

If your account has been suspended or terminated:

• Refund Eligibility: Accounts terminated due to policy violations are generally not eligible for refunds
• Appeal Process: If you believe your account was terminated in error, you may appeal the decision
• Refund Request: If you have a valid refund request despite account termination, send an email to [email protected]

Required Information for Termination Refunds:

• Account email address
• Reason for refund request
• Details about the account termination

Refund Calculation:

• We will calculate refunds based on:
  • Remaining subscription days at the time of termination
  • Remaining unused credits at the time of termination
• Refunds will be processed according to standard procedures (see Section 5)

6.3 Service Unavailability

Extended Service Outages:

• If our service is unavailable for an extended period (more than 48 hours) due to our fault, we will provide appropriate compensation
• Compensation may include:
  • Extended subscription periods
  • Credit refunds
  • Service credits
• Contact [email protected] for service outage refund requests

7. Refund Calculation Examples

7.1 Subscription Refund Example

Scenario:

• Monthly subscription: $29.99 (includes both subscription access and credits)
• Subscription started: January 1, 2025
• Refund requested: January 15, 2025 (15 days elapsed, 16 days remaining)
• Credits included: 1000 credits/month
• Credits used: 300 credits
• Credits remaining: 700 credits
• Credit value: $0.03 per credit

Calculation Method 1 (Proportional by Days and Credits):

• Base refund: $29.99 × (16/31) = $15.48
• Proportional to remaining credits: $15.48 × (700/1000) = $10.84
• Used credits deduction: 300 × $0.03 = $9.00
• Processing fee (3%): ~$0.33

Refund Amount (Method 1): $10.84 - $0.33 = $10.51

Calculation Method 2 (Simpler Proportional):

• Prorated subscription: $29.99 × (16/31) = $15.48
• Used credits deduction: 300 × $0.03 = $9.00
• Processing fee (3%): ~$0.19

Refund Amount (Method 2): $15.48 - $9.00 - $0.19 = $6.29

Final Refund: The lower amount will be used to ensure fairness: $6.29

Note: The subscription price ($29.99) includes both the subscription period and credits. The refund calculation ensures that users receive a fair refund based on unused time and credits, without over-refunding.

7.2 Credit Package Refund Example

Scenario:

• Credit package purchased: 5000 credits for $100
• Credits used: 2000 credits
• Credits remaining: 3000 credits
• Credit value: $0.02 per credit

Calculation:

• Remaining credits value: 3000 × $0.02 = $60.00
• Processing fee (3%): ~$1.80

Refund Amount: $60.00 - $1.80 = $58.20

8. Refund Processing Timeline

8.1 Request to Processing

• Day 1: Refund request submitted
• Days 1-3: Review and approval process
• Day 3-5: Refund processed to payment method

8.2 Payment Method Processing Times

Credit Card Refunds:

• Processing: 1-3 business days after approval
• Appearance in Account: 5-10 business days (depending on your bank)
• Total Time: Up to 2 weeks from request to funds appearing

9. Disputes and Appeals

9.1 Disputing a Refund Decision

If you disagree with a refund decision:

1. Contact Support: Email [email protected]
2. Subject Line: "Refund Appeal - [Your Order Number]"
3. Include:
   • Order number or transaction ID
   • Reason for appeal
   • Supporting documentation
   • Your account email address

Appeal Process:

• Appeals are reviewed within 5-7 business days
• We will provide a written response explaining our decision
• Our decision on appeals is final

9.2 Chargebacks

Important Notice:

• We strongly encourage you to contact us directly before initiating a chargeback
• Chargebacks may result in account suspension or termination
• We will work with you to resolve issues before chargeback becomes necessary
• If you initiate a chargeback, we reserve the right to dispute it and may terminate your account

10. Refund Policy Modifications

10.1 Right to Modify

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website.

10.2 Notification of Changes

• Material Changes: We will notify users via email at least 30 days before material changes take effect
• Minor Changes: We will update the "Last Updated" date at the top of this policy
• Continued Use: Your continued use of our services after changes constitutes acceptance of the modified policy

10.3 Applicable Policy Version

• Refunds are processed according to the Refund Policy in effect at the time of your purchase
• Policy changes do not affect refunds for purchases made under previous policy versions

11. Contact Information

For refund-related inquiries, please contact us:

GenRaw AI LLC

• Email: [email protected]
• Subject Line: "Refund Inquiry - [Your Order Number]"
• Response Time: We aim to respond within 24-48 hours

For Billing Errors:

• Email: [email protected]
• Subject Line: "Billing Error - [Description]"
• Include: Order number, account email, and description of error

For Refund Appeals:

• Email: [email protected]
• Subject Line: "Refund Appeal - [Your Order Number]"
• Include: Order number, reason for appeal, and supporting documentation

12. Additional Terms

12.1 Currency

• All refunds are processed in the same currency as the original payment
• Currency conversion fees (if applicable) are the responsibility of the payment processor
• Exchange rates are determined by the payment processor at the time of refund

12.2 Tax Refunds

• Refunded amounts may be subject to tax reporting requirements in your jurisdiction
• We are not responsible for tax implications of refunds
• Consult with a tax professional regarding refund tax implications

12.3 Refund Limitations

• We reserve the right to limit refunds to prevent abuse or fraud
• Repeated refund requests may be subject to additional review
• We may refuse refunds if we suspect fraudulent activity

12.4 No Refund Guarantees

• While we strive to provide fair refund policies, we do not guarantee refunds in all circumstances
• Refund eligibility is determined on a case-by-case basis
• Our refund decisions are final, subject to the appeals process outlined in Section 9

13. Frequently Asked Questions

13.1 How long do I have to request a refund?

Refunds can be requested at any time during your active subscription period only. Once your subscription period has ended, refunds are no longer available, regardless of remaining credits. Similarly, if all credits have been consumed, refunds are no longer available, regardless of remaining subscription days.

13.2 Will I get a full refund?

Refunds are prorated based on:

• Remaining subscription days
• Unused credits
• Used credits (deducted)
• Processing fees

You will receive a partial refund reflecting the unused portion of your subscription and credits.

13.3 What happens to my account after a refund?

Upon refund approval, the following will occur:

• Subscription Cancellation: Your subscription will be immediately canceled upon refund approval. You will lose access to all subscription benefits, including:

  • Premium features and subscription-only access
  • Subscription-based credits and benefits
  • Any subscription perks or privileges

• Credit Removal: All unused credits associated with the refunded order will be removed from your account balance. This includes:

  • Subscription credits that came with the refunded subscription
  • Credit package credits that were part of the refunded purchase
  • Any bonus credits associated with the refunded order

• Account Status:

  • You will retain access to your account
  • You can continue using any remaining credits from other purchases (non-refunded orders)
  • You can purchase new subscriptions or credit packages at any time

Important: Once a refund is approved, the subscription cancellation and credit removal are irreversible. Please ensure you want to proceed with the refund before submitting your request.

13.4 Can I get a refund if I'm not satisfied with the service?

We encourage you to contact our support team first to address any concerns. Refunds are available for active subscriptions, but satisfaction-based refunds are evaluated on a case-by-case basis.

13.5 How are processing fees calculated?

• Credit Cards: Typically 2.9-3.5% plus a fixed fee (varies by processor)
• Fees are deducted from the refund amount before processing

13.6 How can I view the estimated refund amount for my order?

You can view the estimated refund amount before submitting your refund request:

1. Log in to your account
2. Navigate to Personal Center (or Account Center)
3. Go to Payment History
4. Find the order you wish to refund
5. Click "Request Refund" on the order card
6. The refund dialog will display the estimated refund amount, including gross refund, processing fees, and net refund amount

This estimated amount is calculated based on your remaining credits and subscription days, giving you a clear understanding of the refund amount before you submit your request via email.

14. Acknowledgment

By making a purchase on GenRaw AI LLC, you acknowledge that:

1. ✓ You have read and understood this Refund Policy
2. ✓ You understand that refunds are prorated based on usage
3. ✓ You agree to the processing fee deductions
4. ✓ You understand that policy violations may result in non-refundable accounts
5. ✓ You will provide accurate information for refund requests
6. ✓ You understand that refund processing times vary by payment method

If you do not agree with this Refund Policy, please do not make a purchase.

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15. Summary

Key Points:

• ✅ Subscriptions are refundable only during the active subscription period
• ✅ Refunds are calculated proportionally based on remaining days and unused credits
• ✅ Once subscription expires OR all credits are used, refunds are no longer available
• ✅ Processing fees apply to all refunds
• ✅ Service failures result in automatic credit refunds to account balance (cash refund requires active request through Account Center)
• ❌ Policy violations are not eligible for refunds
• ❌ Expired subscriptions or fully consumed credits are not refundable

Quick Refund Request:

1. Send an email to [email protected]
2. Use your registered account email address
3. Include your order number
4. Wait 1-3 business days for processing

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This Refund Policy is effective as of November 20, 2025.

For questions or concerns, please contact us at [email protected].

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Thank you for choosing GenRaw AI LLC. We appreciate your business and are committed to providing fair and transparent refund processes.