Refund Policy

1. Who sells and who refunds

AIGenLab is the trading name under which these subscriptions and credits are sold.

Payments, tax, invoices and the actual refund transfer are handled by Paddle, which acts as the merchant of record for these transactions. This policy explains how we decide on a refund request; Paddle executes the payment reversal.

2. When you can request a refund

You can submit a refund request from the payments section of your account. A request is accepted for review when every rule below is met:

Within 14 days of payment

The window runs from the moment the payment was taken. Requests after 14 days are not accepted automatically.

The credits from that payment are unused

If any credit granted by the payment has been consumed, or is reserved by a job that has not settled yet, the request is declined automatically. This is checked per billing period, not per account.

The payment has not been refunded before

Each payment can only be refunded once, and a payment already under review cannot be submitted twice.

3. How to request

Open your account, find the payment in the payments and refunds list, and choose “Request refund”. The transaction identifier is filled in for you.

Tell us the reason in a sentence. The reason is recorded with the request and is used during the review.

If you cannot access your account, email us with the Paddle transaction identifier (it starts with txn_) and the email address used at checkout.

Request a refundsupport@aigenlab.space

4. What happens after approval

Every accepted request goes through a manual finance review before anything is transferred. You can follow its status in your account.

Approved refunds are returned to the original payment method by Paddle. Depending on the method and your bank, the money may take several business days to appear.

The credits granted for the refunded period are removed from your account at the same time. If the refund covers the full value of credits you already used, the used share is deducted as well, and the account may end up with a negative credit balance that future purchases offset.

Where the payment had generated referral cashback, the corresponding reward is reversed proportionally, including rewards already released to a payout balance.

5. What is not refunded

Cancelling a subscription is not a refund. Cancellation stops future renewals and keeps the current period active; it does not return money for the period you already paid for.

Credits already consumed by completed jobs are not refunded, except where a refund covers their full value and is approved under section 4.

Refunds are not granted for accounts terminated for violating the Terms of Service.

Unused free promotional credits have no cash value and are never refunded.

6. Your statutory rights

Nothing in this policy limits rights you have under mandatory consumer law in your country, including withdrawal rights where they apply to digital services you have not started to use.

Where the law grants you a stronger right than this policy, the law applies and we will honour it.

7. Chargebacks

Please contact us before asking your bank or card issuer to reverse a payment. A chargeback freezes the related credits and is slower for everyone involved; most cases are resolved faster through the request process above.

If a chargeback is filed, the related credits and any referral reward are held until the dispute is closed.

8. Contact

Questions about a refund, or a request you cannot submit from your account:

support@aigenlab.space