Cancellations and refunds
This draft separates stopping future subscription renewals from requesting money back for a completed charge.
No final refund window, automatic-eligibility rule, processing-time promise, or regional exception has been approved. The policy shown at checkout when a purchase is made must control, together with rights that cannot legally be waived.
Cancellation and refund are not the same action.
| Action | Intended effect | Where to start |
|---|---|---|
| Cancel a subscription | Stops a future renewal according to the plan terms; it does not automatically reverse earlier charges. | Billing settings or the payment-provider portal when available. |
| Request a refund | Asks for review of a specific settled order or charge under the purchase-time policy and applicable law. | Refund Request Center. |
| Report an unknown charge | Starts an account and payment-security review; it should not be posted in the public forum. | Private support and, when appropriate, the card issuer. |
What Genesis expects to consider.
A refund request should identify the order, reason, affected deliverable, and any relevant technical issue. Review may consider the purchase-time terms, whether delivery or access occurred, whether a service was performed, evidence of a duplicate or erroneous charge, attempted remediation, abuse or policy violations, and mandatory consumer protections.
- Submitting a request does not guarantee approval.
- A browser success page is not proof of settlement; payment-provider records are authoritative for payment status.
- Approved refunds should be issued through the original payment method where supported.
- Bank or payment-network posting time is outside Genesis’s direct control and must not be represented as an exact guarantee.
- Customers should receive a trackable request status and an explanation of the decision where appropriate.
Different deliveries may need different rules.
| Purchase type | Policy questions still requiring approval |
|---|---|
| Subscription | Renewal notice, cancellation timing, unused period treatment, credit expiry, and plan changes. |
| Prompt or downloadable artifact | Access or download status, material defect, mismatch with description, and remediation opportunity. |
| Custom or connected repair | Work started, milestones completed, customer approvals, third-party blockers, and accepted deliverables. |
| Agency or negotiated service | The signed order form and service agreement may contain specific commercial terms. |
No silent or automatic refund decisions.
The Refund Request Center may gather and track a request, but a submitted form should not itself move money. Issuing a refund requires verified ownership of the order, confirmed payment state, an authorized decision, an auditable record, and payment-provider confirmation. Requests involving fraud, disputes, sanctions, or security concerns may require a restricted review path.
The final policy must be displayed before purchase.
Genesis must approve and test the refund window, eligibility matrix, subscription-cancellation behavior, jurisdictional exceptions, decision authority, appeal route, provider events, customer notices, and support response expectations. Each order should retain the policy version presented at checkout.