Refund policy

Confirmed technical failures

We deduct the displayed credits when your request is accepted. If a confirmed technical failure produces no usable downloadable file, those credits return automatically. A request with an unknown provider status is checked first; we do not automatically start another paid attempt.

A result that needs attention

AI results can vary. If your video has a serious problem, contact hello@genbay.io within 7 days with the creation ID and a short explanation. We review quality problems and may restore credits or arrange an appropriate remedy. You do not need to buy another attempt to report an issue.

Unused credit packs

Contact us within 14 days of purchase to request a refund of a completely unused pack. For partially used packs, contact us so we can review your case. Mandatory consumer rights continue to apply; this policy does not limit them.

Cash refunds are handled through the payment partner that processed your original order (Creem or Waffo Pancake), to the original payment method. Your receipt identifies that partner; changing our current checkout provider does not change where an earlier order is refunded. Credits associated with a refunded purchase are removed. Refund timing depends on your payment method and bank.

Contact

Email hello@genbay.io with your order number or creation ID. Do not send passwords, payment card details or API keys.