Refund Policy

1. General Rule: Subscription Fees Are Non-Refundable

Unless required by applicable law or explicitly stated in this policy, fees paid for GeneinaOS are non-refundable. This includes fees for:

• Subscription plans (monthly or annual)
• Seat/user licenses
• Usage-based charges
• Add-ons, integrations, modules, or feature packs
• Third-party services or pass-through costs

This policy also does not apply to Enterprise onboarding/implementation/professional services, which follow separate Enterprise terms (see Section 9).

2. 14-Day Money-Back Guarantee (Self-Serve Subscriptions)

If you purchase a GeneinaOS subscription via our standard/self-serve checkout, you may request a full refund within 14 calendar days of your initial purchase (“Money-Back Guarantee”), provided that:

• The request is made from the account owner or authorized billing contact, and
• The subscription is not an Enterprise agreement (Enterprise is covered separately).

To request a refund under this guarantee, email billing@geneina.org with your account details and invoice number.

Notes:

• The Money-Back Guarantee applies to your first paid subscription purchase for that workspace/tenant.
• Renewals are not covered by the Money-Back Guarantee unless required by law.

3. Free Trials and Pilots

If you sign up for a free trial or pilot:

• You will not be charged during the free period unless you choose to upgrade early, and
• If you do not want to continue, you must cancel before the trial ends.

If a paid plan begins automatically after the trial, you authorize us to charge the payment method on file at the end of the trial period.

4. Monthly Subscriptions

For month-to-month plans:

• You may cancel at any time, and cancellation will take effect at the end of the current billing month, and
• We do not provide prorated refunds or credits for partial months, unused time, downgrades, or unused seats (unless required by law or covered by the 14-day Money-Back Guarantee in Section 2).

5. Annual Subscriptions (Pro-Rated Refund with 3-Month Minimum Retention)

For annual plans paid upfront, you may cancel before the end of the annual term. If you cancel, your refund (if any) will be calculated as follows:

• We will refund the unused remaining full months in your annual term, minus a 3-month amount (the “Minimum Retention Period”).
• If fewer than 3 months remain in the term at the time of cancellation, no refund will be due.
• Refunds are calculated using the effective monthly price based on the annual fee you paid (annual fee ÷ 12), unless your contract specifies a different allocation.

Example (illustrative): If you paid $1,200 for an annual plan ($100/month effective) and cancel with 6 full months remaining, the refundable months are 6 − 3 = 3 months, so the refund would be $300.

Important: Annual refunds under this section do not apply to Enterprise agreements unless explicitly stated in the applicable Enterprise order form or agreement.

6. Upgrades, Downgrades, and Plan Changes

• Upgrades may take effect immediately. If an upgrade increases fees, you authorize us to charge the difference (and we may prorate where applicable).
• Downgrades generally take effect at the next renewal date.
• Except for refunds expressly allowed under Section 2 or 5, we do not provide refunds for downgrades or for unused time/usage on a higher plan.

7. Service Issues and Downtime (Service Credits Only)

If you experience a verified outage or service degradation, your remedy may be service credits, not refunds, as described in our SLA (if applicable) or support policy.

Service credits:

• Are applied to future invoices only,
• Have no cash value,
• May be subject to eligibility requirements (e.g., reporting within a set time window).

8. Duplicate Charges or Billing Errors

If you believe you were charged in error (e.g., duplicate charge, incorrect amount), contact us within 30 days of the charge at billing@geneina.org.

If we confirm a billing error, we will issue an appropriate correction, which may include a refund or credit, consistent with this policy and applicable law.

9. Enterprise Onboarding, Implementation, and Professional Services

Onboarding, implementation, training, professional services, and any enterprise-specific delivery items are part of the Enterprise solution and follow separate terms (as set out in the applicable Enterprise agreement, order form, statement of work, or similar document). This Refund Policy does not govern those items.

10. Cancellations Due to Breach or Misuse

We may suspend or terminate accounts for violation of our Terms (including misuse, abuse, prohibited activities, or non-payment). In such cases:

• You remain responsible for any unpaid fees, and
• No refunds will be issued.

11. Consumer Rights (Where Applicable)

GeneinaOS is primarily offered as a business-to-business service. If mandatory consumer protection laws apply to your purchase in your jurisdiction, this policy will not limit any rights you have under those laws.

12. How to Request a Refund

To request a refund (only for eligible cases under this policy), email:

billing@geneina.org
Subject line: “Refund Request – GeneinaOS”

Include:

• Account name and workspace/tenant name,
• Invoice number(s) and date(s),
• The reason for the request,
• The cancellation effective date (if applicable).

Approved refunds will be issued to the original payment method. Processing time depends on your payment provider and may take 5–10 business days.

13. Changes to This Policy

We may update this Refund Policy from time to time. The updated version will be posted on our website with a new “Effective date.” Changes apply prospectively unless required otherwise by law.

Contact

Geneina International B.V.
billing@geneina.org

This Refund Policy forms part of the GeneinaOS Terms of Service.