Refund Policy

This Refund Policy explains when Genetr Limited (“Genetr”, “we”, “us”) may issue refunds for paid products and services. It should be read alongside our Subscription Terms and Terms of Use.

Important: Some purchases may be non-refundable except where required by law.

1. General Rule: No Automatic Refunds

Unless required by applicable law or stated otherwise in writing:

• Subscription fees are non-refundable once paid.
• Usage-based charges are non-refundable once incurred.
• Setup fees, onboarding fees, and professional services fees are non-refundable.

We may provide refunds or credits in limited cases at our discretion, such as billing errors or service unavailability.

2. Refunds Required by Law

If consumer protection laws in your jurisdiction grant a mandatory refund right (for example, cancellation rights, cooling-off periods, or statutory guarantees), we will comply.

Where allowed, we may reduce a refund to reflect:

• consumed service,
• delivered digital content,
• usage incurred, or
• reasonable costs associated with performance.

3. Subscription Cancellations

Monthly subscriptions

We do not typically issue refunds for partial months. If you cancel mid-cycle, you retain access until the end of the billing period.

Annual subscriptions

If you cancel an annual subscription within the first 14 days of the initial purchase or renewal, you may request a pro-rata refund for the unused portion. After 14 days, no refund is provided, but you retain access until the end of the annual period.

Effect of cancellation

Canceling a subscription:

• stops future renewals, and
• does not refund the current billing period (unless within the 14-day window for annual plans).

If you cancel mid-cycle, you usually keep access until the end of the paid period (unless access is terminated for policy violations or risk).

4. Licensing Fees

• Per-seat or per-usage licences — licence fees are generally non-refundable once the licence has been activated. If a licence has not been activated, a refund may be available upon request within 14 days of purchase.
• Enterprise licences — refund terms for enterprise licensing arrangements are governed by the applicable licence agreement.

5. Project-Based and Custom Services

For project-based, retainer, or custom service engagements governed by a separate written agreement (such as a Master Services Agreement or Statement of Work):

• Refund and cancellation terms will be as set out in that agreement.
• In the absence of specific refund terms in the agreement, fees for work already completed or in progress are generally non-refundable.
• Unused prepaid fees for work not yet commenced may be refundable on a case-by-case basis.

6. Trials and Promotions

If you are on a free trial:

• cancel before the trial ends to avoid charges (if auto-conversion is disclosed at sign-up).

Promotional plans or discounted periods may have special refund rules disclosed at purchase.

7. Billing Errors and Duplicate Charges

If you believe you were billed incorrectly (e.g., duplicate charge, wrong plan, wrong amount), contact us promptly at contact@genetr.com with:

• the invoice/receipt identifier,
• the date and amount charged, and
• a description of the issue.

If we confirm a billing error, we will correct the charge and issue a refund for any overpayment.

8. Service Issues

If you experienced a significant service outage or product malfunction:

• contact us with details (dates, logs, screenshots where applicable).

We may (at our discretion and where permitted) provide:

• service credits,
• partial refunds, or
• an extension of your subscription term.

9. How to Request a Refund

To request a refund, contact us at contact@genetr.com with:

• your name and email address associated with the account;
• the service or subscription you are requesting a refund for;
• the reason for your refund request;
• any relevant order or invoice reference.

We will acknowledge your request within 5 business days and aim to resolve refund requests within 14 business days.

10. How Refunds Are Issued

Refunds, if approved, are typically issued to the original payment method. Processing times may vary depending on your payment provider (typically 5–10 business days after we initiate the refund).

We do not control bank processing times.

11. Chargebacks

If you initiate a chargeback without contacting us first, we may suspend access while the dispute is investigated. We encourage you to contact us at contact@genetr.com before initiating a chargeback with your payment provider.

We may provide transaction and usage evidence to payment processors to contest improper chargebacks.

12. Consumer Rights

Nothing in this Refund Policy limits any rights you may have under applicable consumer protection laws. Where mandatory consumer protection legislation in your jurisdiction provides for different or additional refund rights, those rights will apply.

13. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be indicated by the “Last updated” date at the top of this page. Changes do not affect refund requests made before the update.

14. Contact

Refund requests and questions:

Genetr Limited Email: contact@genetr.com Registered office: Flat 5, 4/F, Won Hing Building, 74-78 Stanley Street, Central, Hong Kong