Refund & Cancellation Policy

This policy covers payments to Genaima AI Ltd (“Genaima AI”, “we”) for services, and forms part of our Terms of Sale. If a signed proposal or agreement sets different refund or cancellation terms, that document applies instead.

If you cancel before work on a stage has started, we refund everything you paid for that stage in full.

If you cancel a stage while it is in progress, we charge for the work completed up to the day you cancel, in proportion to the plan in your proposal, plus any vendor costs already committed for you. We refund the rest of what you paid for that stage and show you how we worked it out. Stages you have already accepted are not refundable.

If a deliverable does not meet the acceptance criteria in your proposal, we fix it at no extra cost. If we cannot make it meet them within 30 days of your notice, you can choose a full refund of the fee for that deliverable.

You can cancel a monthly support plan at any time by email, with 30 days’ notice. Billing stops at the end of the notice period, and the month already paid for is not refunded. If we end a plan, we give you 30 days’ notice and refund any period you paid for beyond the end date.

Fees we have paid to third parties on your behalf, such as AI model usage, hosting or software subscriptions, are not refundable once incurred, unless the vendor refunds us.

If we cannot start or finish work we agreed to, we refund everything you paid for work we have not delivered.

Email hello@genaima.ai with your invoice number and what you would like to cancel or have refunded. We confirm receipt within two business days and give you a decision within 10 business days. Approved refunds go back to the original payment method; card refunds normally reach your account within 5 to 10 business days.

If something has gone wrong with a payment, please contact us before raising a dispute with your bank or card issuer. Most problems are resolved faster that way, and a refund we issue directly reaches you sooner than a chargeback.

Our services are sold to businesses. If you buy from us as a consumer, this policy does not affect your statutory rights, including any right to cancel under UK consumer law.

Refund and cancellation questions: hello@genaima.ai, or WhatsApp +44 7346 814723.