Orders

Refund Policy

Last updated: July 14, 2026

Before generation starts

If you contact us before processing starts, we will normally cancel and refund the order, less any non-recoverable blockchain or processor fees.

Technical failure

If we cannot deliver a playable video because of a technical failure, we will refund the order. A failure means that no usable file can be delivered, not that the AI result differs from a subjective expectation.

After delivery

AI output is variable. Once a playable video has been delivered, purchases are generally final unless mandatory consumer law says otherwise. We do not guarantee a particular pose, exact movement, perfect identity preservation, or artistic preference.

Policy violations

Orders rejected before processing for violating the Acceptable Use Policy may be refunded. We may withhold amounts where reasonably necessary to address fraud, chargeback, network cost, or legal obligations.

Requesting help

Email support@genaisex.com within 24 hours of delivery and include the order reference and a short description of the technical issue.