Refunds & cancellation policy

This policy describes how Geminel Studio's services are delivered, how you cancel a subscription and when a payment is refunded. It supplements the Terms & Conditions, and you accept it before every card payment.

1. Delivery

1.1. The services are digital and are delivered 100% electronically. We make no physical deliveries by courier or post, there are no delivery costs and there are no pick-up points.

1.2. Timelines:

1.3. After every card payment, the transaction confirmation is available in the console and is sent to the account's e-mail address. Deliverables (clips, posts, reports, invoices) are available in the Platform and, as applicable, by e-mail or by direct publication on the authorised social accounts.

1.4. If a payment confirmed by the bank is not reflected in your account (for example, the credits do not appear), please write to us: we check the transaction with the bank and either apply it or refund it in full.

2. Trial period and granted credits

The trial period is free and requires no card. Granted credits (for example, beta credits) are free. Nothing is paid for them, so they are not refunded and cannot be exchanged for money.

3. Cancelling a subscription

3.1. You can cancel the subscription at any time from the console or by e-mail. The subscription remains active until the end of the period already paid and is not renewed.

3.2. The period already used, during which the Platform was available, is not refunded.

4. Paid credits

4.1. Paid credits do not expire. Unused paid credits are refunded on request, at any time, without your having to give a reason.

4.2. At most the credits bought with the payment concerned are refunded and, in any case, at most the paid credit balance left in the account on the day of the refund. Credits already used and granted credits are not refunded.

4.3. The amount refunded is the value of the refunded credits plus the VAT paid on them. When all the credits of a payment are refunded, the full amount paid is returned.

4.4. The bank allows one refund per payment, full or partial. For this reason, we refund in one go all the unused credits you ask for from that payment.

4.5. Refunded credits are removed from the balance when the refund is made.

5. Right of withdrawal (consumers)

5.1. If you act as a consumer, you have the right to withdraw from the distance contract within 14 calendar days of its conclusion, without giving a reason, in accordance with consumer protection legislation.

5.2. For top-ups, withdrawal means the refund of unused paid credits, as set out in chapter 4. For a subscription, if you asked for the service to start before the period expires, you owe the value of the services provided until withdrawal, and the rest is refunded to you. The right of withdrawal ends once the service has been fully provided, if provision began with your express consent.

5.3. Withdrawal is notified by e-mail to contact@geminel.studio, by a clear statement.

6. Other cases in which we refund

In full:

• an erroneous or duplicate payment (the same invoice paid twice, an amount collected without an invoice);
• the paid service was not delivered or activated for reasons attributable to us;
• an unauthorised transaction, confirmed, made without the cardholder's consent.

In part (proportionally):

• unavailability of the Platform, attributable to us, beyond the agreed service level, in proportion to the duration of the unavailability;
• a confirmed non-conformity not resolved within the agreed time, in proportion to the affected period.

7. When we do not refund

• subscription periods already used;
• credits already used (AI models, video rendering, speech synthesis, storage), costs actually paid to providers;
• credits granted free of charge;
• contract work already delivered and accepted;
• situations caused by the Client, by third parties, by the policies of social networks (for example, the restriction of an account) or by force majeure, except for unused paid credits, which are refunded as set out in chapter 4.

8. How to request a refund

Send an e-mail to contact@geminel.studio, preferably from the account's address, with:

1. the account's name and e-mail address (or the company name);
2. the receipt or invoice number (for example, CR-202610-…) or the date and amount of the payment;
3. what you want refunded (for example, all unused credits) and, where applicable, the reason and supporting documents.

9. Timelines and method

9.1. We acknowledge receipt within 1 working day at most and communicate a reasoned decision within 5 working days at most of receiving the complete request.

9.2. The refund is made to the card used for the payment, in the same currency (EUR), through the acquiring bank maib, or, for payments by transfer, to the account from which the payment was made. We initiate it within 3 working days at most of a favourable decision. When the money actually reaches you depends on the issuing bank and usually takes 3–10 working days. If a card refund is no longer possible (for example, the card has been closed), we refund by bank transfer to the Payer's account. We do not refund in cash.

9.3. The refund's status and amount appear in the console, on the payment concerned, and on its receipt.

10. Bank disputes

Before initiating a chargeback with the issuing bank, please contact us: most situations are resolved faster by a direct refund. We keep evidence that the service was provided (invoices, activation confirmation, usage logs, correspondence) and make it available to the bank on request.