Refund and Cancellation Policy

Effective October 3, 2026

This policy explains cancellation, interrupted generations and refund requests. The first-payment refund window is seven days, subject to the usage conditions below; it is not an unconditional refund guarantee.

Cancelling

  • Cancel renewals from Billing in your account. No emails, no phone calls, no retention flows.
  • Cancelling stops future charges. You keep full access, including your remaining video minutes, until the end of the period you have already paid for.
  • Download videos you want to keep. Project availability follows the retention settings for your account; cancellation does not promise an additional storage period.

Money-back window on your first payment

If GenieStudio is not what you expected, you can request a full refund of your first payment (monthly or annual) within 7 days of that payment, as long as you have exported fewer than 5 video minutes on the plan. This applies once per customer.

After the 7-day window, or once 5 or more minutes have been exported, payments are non-refundable, because generating video incurs real processing costs for us.

Renewals

Renewal charges are not refundable, but you can cancel before the renewal date to avoid them. Where annual billing is offered, check the renewal date in your account. If you forgot to cancel and contact us within 3 days of an annual renewal without having used any minutes in the new period, we will refund it as a courtesy.

Interrupted or faulty generations

Temporary interruptions may be retried automatically from saved progress. A project that needs support attention retains its completed work and reservation. Cancelling an unfinished generation returns the reserved Standard minutes once. If a completed output is corrupted, missing audio or otherwise faulty, contact support with the project ID so we can review and resolve it; downloading a file does not trigger an automatic cash refund. Creative preferences alone do not establish a technical fault.

Billing mistakes

If you were charged twice, charged the wrong amount, or charged after cancelling, we will refund the difference in full. Contact us with the date and amount.

Plan changes

  • Plan changes: the effective date and any charges are shown in Billing or confirmed by support before you agree.
  • Proration: available only where explicitly stated for the chosen change; do not assume an automatic partial refund.
  • Annual to monthly changes take effect when the annual period ends.

How to request a refund

  1. Email hello@geniestudio.us with the subject “Refund request” from the email address on your account.
  2. Include the date and amount of the charge and, if relevant, the video or project concerned.
  3. We reply within 2 business days. Approved refunds are sent to the original payment method and usually appear within 5–10 business days, depending on your bank.

Please contact us before opening a dispute with your bank or card issuer — it is faster for you and it lets us fix the problem directly. Accounts with open chargebacks may be paused until the dispute is resolved.

Changes to this policy

We may update this policy from time to time. Changes apply to payments made after the new effective date.