Refund Policy

Effective Date: 2026-10-01

1. What You Buy

You buy credits for DrawGen videos with a one-time payment. Credits are not money and cannot be withdrawn or transferred. Purchased credits do not expire. The pricing page and Billing show available packs and currency. Check the payment provider and final total before paying.

2. Refund Availability

For one-time purchases through Polar, request a refund within ten (10) days of purchase. We review your reason and credit usage with Polar; a request does not guarantee approval. Polar is the merchant of record (the seller) and processes approved refunds through the original payment method. We do not send separate bank or wallet transfers. Polar may grant refunds under its own terms, including for payment errors, fraud, or dispute prevention. Applicable law and mandatory consumer rights still apply. See Polar Buyer Terms.

The provider shown on your receipt determines refund handling, including if your location has changed since purchase.

3. How to Get Payment Help

Open Account → Support and choose Billing or refund, or email [email protected]. Include your account email, purchase receipt or payment ID, payment date, amount, and reason. Do not send card details or account passwords.

4. Approved Refunds

An approved refund removes the corresponding purchased credits from your balance. Your payment provider or bank determines when the refund appears. We will tell you the review result through your support ticket or email.

5. Returned Credits and Payment Problems

When a video fails or you cancel it, its reserved credits return to your balance automatically. This is a credit return, not a money refund. Topic safety checks stop creation when a safety decision is refused or unavailable.

Free videos and coupon credits have no refundable purchase amount. An unpaid, expired checkout does not grant credits. If a payment was taken but credits did not arrive, contact support with your receipt.

6. Data Retention

• Inactive accounts: When you stop using GenPixy, we usually keep your account data in case you use your account again, unless you ask us to delete it. We can delete data of canceled or inactive accounts according to our data retention schedules.
• Automatic file deletion: Files that you upload and videos that GenPixy makes for you are deleted from our active systems sixty (60) days after they are created or uploaded, regardless of your account status. As our Privacy Policy states, some files can stay longer when legal, technical, compliance, or operational needs require it.
• Data deletion request: You can ask us to delete your data through customer service, subject to our Privacy Policy and applicable laws.
• Account termination by GenPixy: Section 11 of our Terms of Service and our Privacy Policy control how we handle data when GenPixy terminates your account.

7. Contact Information

For questions about this policy, contact GenPixy customer service:

• Billing ticket: Account → Support, category Billing or refund
• Email: [email protected]

8. Amendments

• We can change this Policy at any time. Changes take effect when we publish them on our website.
• Please read this Policy regularly. The "Effective Date" shows the last change.