Refund policy

1. Who this policy applies to

This policy covers payments made directly to Genform: Genform plans and their renewals, upgrades, add-ons, extra activations, and licenses sold on gen-form.com, plakhaus.com or in our apps. It also covers physical orders placed through a Genform storefront. It does not cover payments made to a marketplace or to another third party (see section 9).

2. Digital licenses, plans, upgrades and add-ons

Our software and licenses are delivered digitally and immediately, and we offer free trials or previews so that you can evaluate them before you pay. Once your license, plan, upgrade or add-on has been delivered or activated, or you have started to use it, the purchase is final and non-refundable.

We do not refund for:

• change of mind, or not using what you bought;
• time, features or activations that you did not use;
• buying the wrong plan or tier, or not understanding the commercial-use rules in the Software license terms;
• compatibility with your printer, material or workflow; or
• an early-bird or promotional price that you no longer want.

3. Subscriptions and renewals

Genform plans renew automatically each month or year until you cancel. You are charged at the start of each billing period.

• Cancelling. You can cancel at any time under Plan in your account. Cancelling stops future renewals. Your plan, and any commercial license it includes, stay active until the end of the period you have already paid for.
• No partial refunds. We do not refund or pro-rate the remainder of a billing period, and we do not refund a renewal because you forgot to cancel or did not use the plan. Cancel before the renewal date to avoid the next charge.
• Upgrades and changes. An upgrade that starts immediately is charged as a prorated difference and is final. Downgrades and billing-period changes take effect at the next renewal, without credit or refund.

4. Free trials

Trials need no payment. A paid plan starts only after you approve it. If you approve a plan that begins when your trial ends, cancel before it begins to avoid the first charge.

5. When we do refund

We refund to the original payment method in these cases:

1. Duplicate or incorrect charge. You were charged twice, or the amount differs from the price shown at checkout. We refund the difference. Tell us within 30 days of the charge.
2. Unauthorized charge. Tell us as soon as you see it. We will investigate and refund it if it is confirmed.
3. A purchase we cannot deliver. We cannot deliver or activate what you bought within 7 days of your request, even with your cooperation.
4. A discontinued tool. We permanently discontinue a paid tool during a term you paid for and offer no comparable replacement. We refund the unused part of the term.
5. Where the law requires it. For example, mandatory consumer rights in your country.

We may first try to fix the problem, for example by correcting your activation. Anything not listed here is final.

6. A refund ends the license

When a payment is refunded, reversed or charged back, the related license, plan, add-on and commercial rights end immediately, as set out in the Software license terms. You must stop using the Software for commercial purposes and stop selling Products made with it.

7. Statutory right of withdrawal

Some countries, including those of the EU/EEA and the UK, give consumers a 14-day right to withdraw from distance purchases. For digital content, that right is lost once supply begins with your consent and acknowledgement. For online services, it is lost once the service has been fully performed.

When you buy from us, we ask you to confirm that you want access to start immediately and that you understand you lose your right of withdrawal once the digital content is supplied. If you withdraw from a service after asking us to begin immediately, and before it is fully performed, you pay a proportionate amount for what was supplied until you told us. Nothing in this policy limits a statutory right that cannot be waived.

8. Physical products ordered through a Genform storefront

• Made to order. Products are made after you order, from the specifications and personalization you choose. Because they are custom-made, we do not accept returns or refunds for change of mind or a wrong choice of size, color, material or configuration, to the extent the law allows.
• Cancellation. A cancellation request may be possible before production is allocated or started. After that it may no longer be possible. A request is not a cancellation until it is confirmed.
• Damaged, defective or incorrect items. If an item arrives damaged, defective or different from what you ordered, contact the seller or hello@gen-form.com within 7 days of delivery. Include the order reference and clear photos of the item and its packaging. If the problem is confirmed, the remedy is a replacement or a refund, as decided with the seller and the production partner. The review may involve the external provider.
• Not covered. Delivery delays, carrier or customs delays, import duties and taxes, wrong or incomplete addresses, uncollected parcels, and the normal variation in color and finish that is typical of 3D printing.
• Who sells. The store named on the listing and at checkout is the seller. A seller may offer additional terms. The Commerce & external manufacturing terms continue to apply.

These rules do not remove consumer rights that cannot be waived, such as statutory guarantees for goods that are defective or not as described.

9. Marketplace purchases

If you paid on MakerWorld, MakerLab or another marketplace, that marketplace collected your payment and decides refunds, cancellations and disputes under its own rules. We cannot refund money that we did not receive. If the marketplace refunds or reverses your payment, the related license ends (see section 6).

10. Chargebacks and disputes

Please contact us before you open a dispute. We will work to resolve billing problems quickly. If you open a chargeback or payment dispute, or reverse a payment, we may suspend your account, licenses and commercial rights immediately while we investigate. We may give your transaction and usage records to the payment provider to answer the dispute.

11. How to ask for a refund

Email hello@gen-form.com with the subject “Refund request”. Include the email address on your account, the transaction or order reference, the date and amount, and the reason. We aim to reply within 5 business days.

Approved refunds are sent to the original payment method. Your bank or PayPal usually shows them within 5 to 10 business days. Currency conversion differences are not refunded.

12. Changes to this policy

We may update this policy. The version in effect when you buy applies to that purchase.