Refund Policy
Your satisfaction is our priority - money-back guarantee included
Last updated: January 15, 2024
30-Day Money-Back Guarantee
We're confident you'll love our products. That's why we offer a 30-day money-back guarantee on all new purchases. If you're not completely satisfied, we'll refund your payment - no questions asked.
This applies to first-time purchases only. Simple, hassle-free refunds within 30 days.
Refund Eligibility
Eligible for Refund
- New Subscriptions: Within 30 days of initial purchase
- Software Licenses: Within 30 days if software doesn't work as advertised
- Annual Plans: Pro-rated refund for unused months
- Billing Errors: Double charges or incorrect amounts
- Service Issues: Extended downtime beyond SLA
Not Eligible for Refund
- ✗Renewal subscriptions (after first term)
- ✗Used storage or bandwidth charges
- ✗Custom development or professional services
- ✗Purchases older than 30 days
- ✗Accounts terminated for Terms of Service violations
How to Request a Refund
- 1
Contact Support
Email billing@genie9.com with your order number and reason for refund
- 2
Verification
We'll verify your purchase and eligibility (usually within 24 hours)
- 3
Processing
Approved refunds are processed within 5-7 business days
- 4
Confirmation
You'll receive email confirmation when the refund is issued
Refund Timeline
Once approved, refunds are processed based on your original payment method:
Credit/Debit Card
5-10 business daysAppears as credit on your next statement
PayPal
3-5 business daysCredited to your PayPal balance
Wire Transfer
7-14 business daysInternational transfers may take longer
Account Credit
ImmediateOptional: Keep as credit for future purchases
Special Cases
Currency & Exchange Rates
Refunds are issued in the original currency at the original exchange rate. Any currency fluctuations are not covered.
Partial Refunds
For annual plans cancelled mid-term, we provide pro-rated refunds for full unused months. No partial month refunds.
Chargebacks
Please contact us before initiating a chargeback. Accounts with chargebacks may be suspended pending resolution.
Free Trials & Upgrades
- Free Trials: No charges during trial period. Cancel anytime before trial ends to avoid charges.
- Plan Upgrades: Immediate access to new features. Pro-rated charge for the remainder of billing period.
- Plan Downgrades: Take effect at next billing cycle. No refunds for current period.
Important Exceptions
- EU Residents: 14-day cooling-off period applies per EU consumer laws
- Enterprise Contracts: Custom refund terms may apply as specified in your agreement
- Resellers: Purchases through resellers are subject to their refund policies
Need Help with a Refund?
Our billing team is here to help with any refund questions or requests:
Email: billing@genie9.com
Support: support@genie9.com
Include your order number and purchase email for faster service
Policy Updates
We may update this refund policy from time to time. Changes apply to purchases made after the update date. Your purchase is governed by the policy in effect at the time of purchase.