Refund Policy

genyios is a subscription-based AI platform. This Refund Policy outlines the terms under which refunds, credits, or cancellations may be issued. By subscribing to genyios, you agree to this policy.

Subscription fees are charged in advance at the start of each billing period, monthly or annually, depending on the plan selected. All fees are stated in the pricing schedule provided at onboarding and are subject to applicable taxes.

All subscription fees are non-refundable once a billing period has commenced. This includes cases where:

• The client does not actively use the platform during the billing period.
• The client wishes to downgrade mid cycle.
• The client cancels their subscription before the end of a paid period.

Unused time in a subscription period will not be credited or refunded upon cancellation.

Refunds may be considered at the discretion of genyios in the following circumstances:

• Billing error: a technical error resulted in an incorrect charge, for example duplicate billing. Refunds for verified billing errors will be processed within 10 business days.
• Service failure: genyios experienced a material service outage lasting more than 72 consecutive hours, directly caused by genyios infrastructure. In such cases, a prorated credit or partial refund may be offered.
• New client onboarding issue: if a newly onboarded client cannot access the platform due to a genyios error, a refund or extension may be offered for the affected period.

To request a refund under any of the above exceptions, contact support@genyios.com within 14 days of the relevant charge with a description of the issue.

Usage based charges, including Telnyx WhatsApp number provisioning fees, additional call minutes, and SMS fees, are billed in arrears based on actual consumption and are non-refundable once incurred.

Clients may cancel their subscription at any time by contacting the genyios team. Cancellation takes effect at the end of the current billing period. The client will retain access to the platform until that date. No partial refunds will be issued for remaining days in the billing cycle.

Upon cancellation, genyios will retain client data for 30 days before permanent deletion, giving clients an opportunity to export their data.

Clients on annual subscription plans who wish to cancel early may be eligible for a prorated refund for unused months, at the discretion of genyios, subject to a minimum commitment period of 3 months. Early cancellation requests must be submitted in writing.

If you believe a charge has been applied in error, contact us at support@genyios.com before initiating a chargeback with your payment provider. genyios will make every effort to resolve billing disputes promptly and fairly.

Initiating a chargeback without first contacting genyios may result in immediate suspension of your account pending investigation.

genyios reserves the right to modify this Refund Policy at any time. Changes will be communicated to active subscribers via email at least 14 days before taking effect.

For billing or refund enquiries, contact support@genyios.com.