Refund & cancellation policy

GehnaLab sells prepaid credits for a digital service that starts as soon as you use them. Once credits are added to your account, the payment is non-refundable and credits cannot be exchanged for cash, except in the cases below.

You are not charged for images we fail to deliver. Credits are returned to your balance automatically, without you asking, when:

• a studio or still-life image still fails our automated design check after our automatic retry; or
• a job fails or times out because of a fault on our side or at one of our service providers; or
• we reject a job before processing it, for example because it names a real person.

Images where an automated check against your photo passed are labelled “Design matched” and count as delivered. On-model images always use 1 credit, even when they do not pass that check; those images are labelled “Concept render”. They are refunded only if no usable image can be made at all. A redo of any image is free.

Automatic refunds go back as credits, usually within a few minutes. You can see them in your credit history.

We refund the amount paid to your original payment method if:

• you were charged twice for the same purchase, or charged but did not receive credits;
• a technical failure on our side meant you could not use the credits you bought, and we could not fix it within 7 days of you telling us;
• you ask within 7 days of purchase and have not used any of the credits from that purchase;
• we close your account without fault on your part, or stop offering the Service (refund of unused paid credits, pro rata); or
• the law requires a refund.

Free welcome credits, promotional credits and credits already used are never refunded in money.

Email support@gehnalab.com or message us on WhatsApp from the email or mobile number on your account, or use the help option in the app, within 30 days of the payment. Include:

• the email or mobile number on your account;
• the date and amount of the payment and the payment or UPI reference, if you have it; and
• a short description of the problem and, for failed jobs, the job link.

Acknowledgement

Within 24 hours (one working day).

Decision

Within 5 working days of receiving everything we need.

Credit refunds

Added to your balance immediately once approved.

Money refunds

Started within 2 working days of approval. Most banks and UPI apps show the money in 5 to 7 working days; some card issuers take up to 10 working days.

Refunds are made to the same payment method you used, through our payment processor for online payments or by UPI for payments made on WhatsApp: UPI refunds to the same UPI account, card refunds to the same card, and net banking refunds to the same bank account. We cannot refund to a different account or in cash. Once the refund is processed, timing depends on your bank.

We refund the full amount paid. We do not charge a fee for refunds.

If you disagree with our decision, contact our Grievance Officer as set out on our Grievance redressal page. Please talk to us before raising a chargeback with your bank; we can usually fix the problem faster.