Refund Policy for Unused Credits
Refund Policy for Unused Credits
Credits on RemoteGenies are non-refundable. They cannot be converted to cash, transferred, or redeemed for any form of payment outside the platform. This applies to all credit types — free credits, Pay-As-You-Go (PAYG) top-up credits, and subscription plan credits.
Credit Types and Expiration
Different credit types have different validity rules.
Free Credits (New Client Bonus)
New clients receive $20 in free credits upon registration. These credits:
- Expire 30 days from the date they are claimed
- Are consumed first before any paid credits are deducted
- Cannot be refunded or extended once expired
Pay-As-You-Go (PAYG) Credits
PAYG credits are consumable top-up credits, not a subscription. Key rules:
- Credits expire 30 days from the date of purchase
- If you purchase a new PAYG credit package while you still have unused credits from a previous purchase, both batches are tracked separately with their own 30-day validity windows
- When credits are consumed, the system deducts from the batch expiring soonest first (FIFO expiry order) to minimize waste
- Unused credits that reach their expiry date are forfeited — they are not refunded
Subscription Plan Credits (Advanced and Top-Tier)
Subscription credits roll over when your plan renews. When a renewal happens, you will receive an email notification summarizing:
- Your previous unused credit balance
- New credits added for the current cycle
- Your total available balance
The specific rollover duration depends on your plan. Consult your plan details or contact your Project Coordinator for the exact terms applicable to your subscription.
What Happens to Unused Credits
| Scenario | Outcome |
|---|---|
| Free credits not used within 30 days | Forfeited — no refund |
| PAYG credits not used within 30 days of purchase | Forfeited — no refund |
| Subscription credits unused at renewal | Rolled over per plan terms |
| Account closed voluntarily | All unused credits forfeited |
| Account suspended for policy violation | All unused credits forfeited |
Exceptions — When a Refund May Be Considered
Refunds are only reviewed in the following situations:
- Platform error — A verified system error caused an incorrect charge to your account
- Unauthorized transaction — Proven fraudulent or unauthorized activity on your account
- Duplicate payment — You were accidentally charged twice for the same credit package
These are the only grounds for a refund request. General dissatisfaction, unused credits, or account closure do not qualify.
How to Request a Refund
If your situation meets one of the exceptions above:
- Email support@remotegenies.com within 7 days of the transaction
- Include the following in your email:
- Your invoice number
- Date of purchase
- Clear description of the issue (platform error, unauthorized charge, or duplicate payment)
Requests submitted after 7 days or without supporting details may not be processed.
For Genies
This policy applies to clients only. Genies do not hold credits — your earnings are held in your Genie Wallet and governed by the payout policy, not this credit refund policy.
