Refund Policy

Last Updated: July 1st 2025

At GENAIVA, we strive to provide a seamless AI-driven telephony experience for restaurants. This Refund Policy outlines the circumstances under which refunds may or may not be granted. By using our services, you agree to the terms below.

1. Refund Eligibility

GENAIVA does not provide refunds for service downtime, AI errors, or customer dissatisfaction. Users continue to pay for the service after the free trial based on their satisfaction and understanding of the product.

Refund requests will be reviewed on a case-by-case basis. GENAIVA may approve refunds in the following cases:

• Billing mistakes (e.g., double charges, incorrect amounts).
• Unauthorized charges (e.g., fraud or unapproved transactions).
• Other exceptional circumstances at GENAIVA’s sole discretion.

For refunds related to exceptional circumstances, users must submit a refund request within 5 days of the charge to be considered.

2. Subscription Cancellations

• Users may cancel their subscription at any time, but cancellations do not result in a refund for the current billing cycle.
• Once a subscription is canceled, users will retain access to GENAIVA’s services until the end of the paid period.
• No partial refunds are issued for mid-cycle cancellations.

3. Refund Request Process

To request a refund for an eligible case, users must:

1. Contact GENAIVA support at info@genaiva.io with the following details:
   • Full name and business name.
   • Transaction ID and payment details.
   • Reason for refund request.
2. GENAIVA will review the request on a case-by-case basis and respond within 5 business days.
3. If approved, refunds will be processed within 7-14 days.

4. Refund Method

• Approved refunds will be issued only to the original payment method used during the transaction.
• GENAIVA does not provide alternative refund methods such as credits, cash, or checks.

5. Non-Refundable Cases

Refunds will not be granted in the following situations unless otherwise approved under exceptional circumstances:

• Service downtime, AI errors, or misinterpretations.
• Customer dissatisfaction after the free trial has ended.
• Failure to cancel before the next billing cycle.
• Pay-as-you-go plans and one-time payments.
• Misuse of the AI system (e.g., fake reservations, fraudulent activities).

6. Changes to This Policy

GENAIVA reserves the right to update this Refund Policy at any time. Continued use of our services constitutes acceptance of the revised terms.

7. Contact Us

For refund-related inquiries, contact:

GENAIVA INC
info@genaiva.io

Thank you for using GENAIVA!