Refund Policy

1. Purpose

This Policy explains cancellation of paid Gerwin AI services and monetary refunds. It supplements the Terms of Use.

The Provider is Individual Entrepreneur Ksenia Andreevna Khramtsova, INN 560705615950, OGRNIP 322565800038690.

Where a user buys for personal, family, household, or other non-business purposes, mandatory protections under Russian Federation Law No. 2300-1 On Protection of Consumer Rights apply. This Policy does not waive rights that cannot lawfully be excluded.

2. Paid products

Gerwin AI may sell:

• a subscription providing a defined period of access and benefits, sometimes with periodic internal credits;
• a credit pack providing prepaid accounting units for supported operations;
• a one-off or business service governed by an order, invoice, or separate agreement.

Credits measure Service usage. They are not money, electronic money, or an investment. This does not remove a consumer's right to seek a refund for an unperformed portion of a service where the law provides it.

3. Disabling renewal

Renewal may be disabled in the account or through team@gerwin.ai. After cancellation:

• no new recurring charge should be made;
• paid access normally continues through the current period;
• disabling renewal does not itself refund the current period;
• the user may separately withdraw from further performance and request a refund calculation.

Payment details that a consumer has expressly rejected for future use must not be used for subsequent recurring charges as provided by law.

4. Withdrawal from service

A consumer may withdraw from a service agreement at any time. The Provider may account only for documented expenses actually and directly incurred in performing that specific agreement.

The actually supplied and accepted portion of a divisible service may also be considered where consistent with the order and applicable law. We do not impose a penalty for withdrawal, a generic administration fee, or future expenses.

For a business user, withdrawal is governed by the agreement and Article 782 of the Russian Civil Code.

5. Additional five-day guarantee

In addition to mandatory rights, we offer a goodwill guarantee for the first payment: if a user requests a refund within five calendar days and has not run a paid operation or used a paid benefit, the payment may be refunded in full.

Using part of a service or the expiry of five days does not remove statutory consumer rights. The ordinary calculation in Sections 4 and 6 then applies.

This goodwill guarantee does not apply to legal entities and individual entrepreneurs unless separately agreed.

6. Subscriptions and credit packs

6.1. Subscription

On early withdrawal, we determine the service already supplied and the directly related actual expenses. An unused calendar period does not always equal the refund amount: plan components, supplied benefits, and actual use may be considered only to the extent permitted by law.

A full refund may terminate the paid subscription and reverse related grants. A partial refund may proportionately adjust access and credits, taking actual use into account.

6.2. Credit pack

Paid credits consumed by completed operations represent the supplied part of the service. Credits corresponding to the refunded unused portion are removed from the balance.

Free, promotional, and bonus credits have no separate cash value. A bonus granted only because of a refunded purchase may be reversed to prevent double recovery.

An insufficient credit balance for a technical reversal is reviewed individually and does not extinguish mandatory consumer rights.

7. Defects, failures, and incorrect charges

Where a service is defective, delayed, or charged without proper grounds, a user may choose a remedy available by law, including:

• correction or repeat performance where possible;
• a proportionate price reduction;
• restoration of internal units;
• withdrawal and refund for a material or uncured defect or another statutory ground;
• recoverable losses where the law provides.

Automatic credit restoration after a technical failure does not remove another statutory remedy.

A technically completed AI output that merely fails a user's subjective preference is not necessarily defective. We review whether the operation matched the feature description, submitted parameters, and mandatory requirements.

A duplicate charge, a charge after valid cancellation, or a charge after withdrawal of permission to use payment details is treated as incorrect after verification.

8. Making a request

Email team@gerwin.ai from the account address or provide another reasonable means to verify the payment. Include:

• account email;
• payment date, amount, and currency;
• payment identifier or receipt number;
• requested remedy;
• an error description if the claim concerns a defect or failure;
• refund details only when support requests them through a safe channel.

A consumer does not need to state a reason for voluntary withdrawal. We request only information needed to locate the payment, verify authority, and calculate the amount.

Never send a full card number, CVC/CVV, password, or verification code.

9. Review and timing

We acknowledge the request and ask only for missing information where necessary. Claims subject to a statutory ten-day period are handled within that period after receipt of a sufficient request. For other confirmed refunds, we also aim to instruct the payment provider within ten calendar days unless a shorter period applies.

Refunds use the original payment method where technically possible and lawful. Bank and payment-system processing may add time after the instruction is issued.

We explain the refund amount and any lawful deduction for the supplied part or actual expenses. The user may challenge the calculation and provide additional information.

10. Restricted or deleted accounts

Account deletion is not a refund request. Submit a separate claim and retain payment details before deletion.

A violation of the Content Moderation Rules may restrict access but does not automatically forfeit all funds. Refunds are determined by law, the Terms, service supplied, and documented expenses. Gerwin AI may separately claim proven losses where legally entitled.

11. Special payment methods

Invoice, partner, foreign-currency, and corporate payments may involve different documentation and bank processing. They cannot reduce mandatory consumer rights.

Where a third-party store or platform sold and collected payment, a request may need to be submitted through it. We will help identify the appropriate recipient.

12. Disputes and contact

We seek to resolve requests without court proceedings. Send a claim to team@gerwin.ai or to the address on the Company Details page.

A consumer retains the right to contact the competent authority or court and to choose venue where the law permits. Support contact is not a mandatory pre-trial procedure unless the law expressly requires it.