Refund Policy

This Refund Policy forms part of the Terms of Service between you and EASTAR ASSET MANAGEMENT LIMITED and explains when and how we refund payments. It applies to subscriptions and credits purchased through www.genexapp.com or the GeneX product. Whether a refund is due, and in what amount, is determined under the terms of the agreement in force between you and us — the Terms of Service, and where you have signed a service agreement with us, that agreement's refund provisions. Nothing in this policy is an unconditional or automatic refund commitment.

1. Our refund commitment.

Two things apply to every customer: (a) a 14-day window to request a refund of your first payment, and (b) the right to cancel at any time, with no cancellation fees. This policy explains what each means in practice and how refund requests are assessed.

2. The 14-day refund window.

If you are a new customer, you may request a refund of your first subscription payment — monthly or annual — within 14 days of that payment. We assess each request under the refund terms of the agreement in force between you and us; amounts already incurred to third parties (Section 5) are not refundable, and other conditions may apply under your agreement. The 14-day window applies once per customer or company group.

3. How to request a refund.

Email info@eastarasset.com from your account email address with the subject "Refund". We will acknowledge within 2 business days, confirm whether your request meets the applicable refund conditions, and process approved refunds within 5-10 business days to your original payment method; your bank or payment provider may add processing time on top.

4. Renewal payments after the first 14 days.

You can cancel at any time; cancellation stops all future charges immediately and your plan stays active until the end of the billing period you have already paid for. Renewal payments themselves are generally not refunded, subject to Sections 6 and 7 below.

5. What is not refundable.

• Channel and message costs already incurred on your behalf to third-party providers (such as Meta's WhatsApp conversation charges), and the service fee on those costs;
• Add-on services that have already been delivered (for example completed onboarding or training);
• Prepaid channel credits that have already been consumed; unused credit balances are handled under the Payment Terms;
• Accounts we have terminated for breach of the Terms of Service.

6. Service failures.

If GeneX suffers a prolonged, material failure that prevents you from using the paid service, we will offer service credits or a pro-rata refund for the affected period. This is in addition to, not instead of, your other rights.

7. Where the law requires more.

Nothing in this policy limits any right you have under mandatory local law — for example consumer protection laws that apply to you, or any right that cannot lawfully be excluded.

8. Chargebacks.

Please contact us before filing a card chargeback or PayPal dispute — it is almost always faster. We will not treat a good-faith dispute as a breach of these terms; however, a chargeback filed without contacting us may result in your account being suspended pending verification.

9. Your data after a refund.

If your account closes after a refund, you can export your data for 30 days; after that we delete it in line with our Privacy Policy.

10. Questions.

Refund questions: info@eastarasset.com.

Draft for review · EASTAR ASSET MANAGEMENT LIMITED