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 never charged for images we fail to deliver. Credits are returned to your balance automatically, without you asking, when:

• an image fails our automated quality checks (for example, the piece was not kept identical or the image did not meet the Look); or
• a job fails or times out because of a fault on our side or at one of our AI providers; or
• we reject a job before processing it, for example because it names a real person.

Automatic refunds go back as credits, usually within a few minutes. You can see them in your credit history. Credits refunded from a Jeweller monthly plan keep that plan’s expiry date.

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.

The Jeweller monthly plan gives you 30 Looks for 31 days from the date of payment. It does not renew automatically: a new 31-day period starts only when you choose to pay again, so there is nothing to cancel to stop future charges.

Unused monthly credits lapse at the end of the 31 days. If you have used none of them, you can cancel within 7 days of payment for a full refund under section 3. After that, or once any monthly credit is used, the plan is non-refundable.

Email ishubham2101@gmail.com from the phone number or email on your account, or use the help option in the app, within 30 days of the payment. Include:

• your registered mobile number;
• the date and amount of the payment and the Zoho Payments 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 through Zoho Payments to the same payment method you used: 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 Zoho Payments processes a refund, timing depends on your bank.

We refund the full amount paid including GST, and issue a credit note where required. 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.