Refund & Cancellation Policy

Last updated: November 2026 · Genera Tech and Services (“Genera”, “we”)

This policy explains when you can cancel, when you can get your money back, and how to ask. It applies to plans, token top-ups and other purchases made in the Genera Store, and forms part of our Terms of use.

The short version

• Once a service has started, or tokens have been used, that part is not refundable. A job you start is a job we complete.
• We always refund a duplicate charge, a payment we took but did not activate, and a service we could not deliver because of a fault on our side.
• Tell us quickly. Contact info@genera-holdings.com and we will reply within 2 working days.

Plans (monthly, quarterly, half-yearly, annual)

• You can cancel renewal at any time. Your plan then runs until the end of the period you paid for.
• We do not refund part of a period that has started, with one exception: if you ask within 48 hours of your first purchase of a plan and you have not used the tool, we will refund it in full.

Tokens and wallet top-ups

• Tokens are used up as jobs run. Tokens that were used are not refundable.
• If you ask within 7 days of a top-up and none of those tokens has been used, we will refund the top-up, less any payment-gateway fee we cannot recover.
• After that, tokens are not refunded in cash. Unused tokens stay available until they expire (the expiry date is shown in your wallet).
• If a job stops because your tokens run out, it is paused, not lost. Files already produced are available to download or are uploaded as you chose. You can top up and resume within 24 hours; after that the paused job expires. Expiry of a paused job is not a reason for a refund.

When we refund in full

• Duplicate or wrong charge: you were charged twice for the same order, or a different amount from the order.
• Paid but not activated: your payment succeeded but your plan or tokens were not activated within 24 hours (we also correct this automatically; tell us if it is not fixed).
• Our fault: a technical failure on our side that stops the service, which we cannot fix or re-run for you at no cost within a reasonable time.

What is not refundable

• Work already done: tokens consumed by completed or partly completed jobs, and files already delivered.
• Charges made by Autodesk or other third parties for their own services, where these are not part of what we billed you.
• Change of mind after use, or results that differ from what you expected when your input files, settings or the third-party service caused it. Please check an output before relying on it.
• Accounts closed for breaching our Terms of use.

How to ask for a refund

1. Write to info@genera-holdings.com from the email on your Genera account. Include the order number or invoice number and what went wrong.
2. We will confirm within 2 working days whether it is covered.
3. Approved refunds go back to the original payment method within 5–7 working days of approval. Your bank may take a few more days to show it.
4. A refund ends the plan or removes the tokens it paid for. Taxes charged on the invoice are refunded with it, and a credit note is issued.

Cancelling an order before payment

An order that has not been paid can be cancelled from your orders page at no cost.

Bank disputes and chargebacks

Please contact us first: most problems are solved faster directly. If a payment is disputed with your bank or card issuer, the plan and wallet linked to that payment are paused while the bank decides. If the dispute is decided in your favour they stay cancelled; if it is decided in ours they are restored.

International payments

Payments from outside India are handled in the currency shown at checkout. Refunds are made in the same currency to the same card; exchange-rate differences and bank fees charged by your bank are outside our control.

Contact

Reach us through the contact form or at info@genera-holdings.com.