LEGAL · REFUNDS

Refund Policy

Last updated: May 5, 2026

This Refund Policy describes the conditions under which YouGenOne ("we", "us") will issue refunds for purchases made through the Service. It works alongside our Terms of Service and applies to all paid plans.

Quick rule: If you have not used any credits from your purchase, you can request a full refund within 14 days. Once you start using credits, the purchase is non-refundable, except in the limited circumstances described in Sections 3 and 4 below.

1. Eligibility for Refund

You are eligible for a full refund if all of the following are met:

You request the refund within 14 calendar days from the date of purchase
You have not consumed any credits from the purchased plan
Your account is in good standing — that is, no enforcement action under our Terms of Service or Acceptable Use Policy is pending or has been taken against it
The purchase is not subject to the limitations described in Section 2

2. When Refunds Are Not Available

We do not issue refunds in the following circumstances:

You have consumed one or more credits from the plan (you have started using the Service)
More than 14 calendar days have passed since the date of purchase
Your account was suspended or terminated for violation of our Terms of Service or Acceptable Use Policy
You initiated a chargeback or payment dispute before contacting us (see Section 7)
The same payment method or account has been associated with three or more refund requests within any 12-month period, which we treat as abuse of the refund process

This Section 2 does not override mandatory consumer protection rights. See Section 4 for the rights of EU and UK consumers.

3. Technical Issues and Service Failures

Failed generation due to our error. If credits were deducted but the Service failed to deliver the requested output due to a confirmed technical error on our side (server downtime, internal API failure, or similar), we will restore the equivalent credits to your account. To request this, email support@yougenone.io with your task ID and a brief description of what failed.

Quality of AI output. AI generation is probabilistic, and the output may not always match your expectations even when our systems function correctly. Unsatisfactory creative quality of an AI-generated result is not considered a technical error. The Service includes the ability to regenerate scenes prior to final rendering, and each plan provides credits sufficient for multiple attempts.

Extended service unavailability. Where the Service is materially unavailable for more than 72 consecutive hours and this prevents you from using credits during that period, we will, upon request, extend your plan term by an equivalent period or, where appropriate, issue a partial monetary refund proportional to the unusable time.

4. EU/UK Consumer Rights — Right of Withdrawal

This section applies if you reside in the European Union, the European Economic Area, or the United Kingdom.

Statutory right. Under the EU Consumer Rights Directive (2011/83/EU) and the UK Consumer Contracts Regulations 2013, you have a 14-day right to withdraw from a purchase of digital content or digital services without giving any reason.

Express consent and effect of starting use. YouGenOne is a digital service supplied immediately upon purchase. By accepting this Refund Policy at checkout and beginning to use the Service (consuming any credits), you (a) expressly consent to immediate performance of the Service, and (b) acknowledge that you lose your right of withdrawal once the Service has begun, as permitted by Article 16(m) of the Consumer Rights Directive and Regulation 37(1) of the UK Consumer Contracts Regulations 2013. If you have not consumed any credits within the 14-day period, your right of withdrawal is preserved and you can exercise it as described in Section 5.

Effect of withdrawal. Where you exercise your right of withdrawal within 14 days and have not used any credits, we will refund the full purchase price using the same payment method, without undue delay and in any event within 14 days of receiving your withdrawal notice.

Online dispute resolution. EU consumers may submit complaints through the European Commission's online dispute resolution platform at ec.europa.eu/consumers/odr.

5. How to Request a Refund

To request a refund:

Email support@yougenone.io from the email address you used at purchase
Include your license key (PRO-XXXX-XXXX-XXXX) and the approximate date of purchase
State the reason for your request (optional, but it helps us improve the Service)

We acknowledge requests within 3 business days and approve or decline within 7 business days of acknowledgement. For approved refunds, processing timelines depend on the original payment method (see Section 6).

6. Refund Processing and Methods

Card payments (via our Merchant of Record). Card payments are processed by our Merchant of Record (currently Lemon Squeezy and/or Paddle), and refunds for card payments are issued by the Merchant of Record back to the original card. Once we approve a refund, the Merchant of Record processes it; bank settlement typically takes 5–10 business days, depending on your card issuer. Where refund procedures specific to the Merchant of Record apply, we will inform you.

Cryptocurrency payments (Heleket). Refunds are issued in the same cryptocurrency or in USDT to the wallet address you specify. Network fees are deducted from the refund amount, and we will inform you of the deduction before processing the refund.

Currency. Refunds are issued in the original currency of the purchase. Where you elect to receive a refund in a different currency or asset (for example, USDT for a fiat purchase), the conversion is performed by the relevant payment provider at their applicable rate at the time of refund.

7. Chargebacks

If you have an issue with a payment, please contact us first. Most disputes are resolved within 24 hours, and we are happy to refund where the request is reasonable.

Initiating a chargeback or payment dispute with your card issuer or payment provider before contacting us is treated as a serious matter, because it imposes costs and reputational consequences on us regardless of the underlying issue. If you initiate a chargeback without first contacting us, we will:

Suspend your account pending resolution of the dispute
Provide our records, including evidence of the Service delivered, to the payment provider in response
Decline future purchases from the same payment method or account

Where a chargeback is found to be unjustified, the resulting account suspension may be made permanent, and you will not be eligible for a refund of the disputed transaction.

8. Plan Validity and Credit Expiration

YouGenOne plans are one-time purchases of a credit pack valid for 30 days from the date of purchase. Plans do not auto-renew, and there is nothing to "cancel" — your plan ends naturally at the end of its 30-day term, or earlier if you consume all credits.

Unused credits remain available for a 30-day grace period after the end of your most recent plan term. During the grace period, you may purchase a new plan to continue using your remaining credits. Credits not consumed within the grace period expire and cannot be reinstated.

Expiration of unused credits at the end of a plan term, or at the end of the grace period, is not a basis for a refund. You purchased a credit pack with a defined term; non-use within that term does not entitle you to a refund.

9. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be communicated by email or via a notice on the Service at least 30 days before they take effect, consistent with our Terms of Service. Changes do not apply retroactively to refund requests submitted before the effective date of the change.

10. Contact

For all refund inquiries: support@yougenone.io.