This Cancellation and Refund Policy explains how GenioPrep handles cancellations, replacement access, service credits, and refunds for paid digital services, including credit packs, AI mock interviews, AI resume rewriting, resume reports, and related dashboard access.
GenioPrep is operated by NUBEGINNINGS INDIA PRIVATE LIMITED ("GenioPrep", "we", "us", or "our"). This Policy forms part of our Terms of Use. Capitalized words not defined here have the meaning given in the Terms.
Scope
This Policy applies to paid services purchased directly through GenioPrep or a GenioPrep payment link, including credit packs, paid AI mock interview access, AI resume rewrite or rebuild credits, and paid reports or preparation services shown at checkout.
This Policy does not apply to services purchased from third parties outside GenioPrep, employer-sponsored arrangements governed by a separate agreement, or free services where no payment was made.
Digital Service
GenioPrep provides digital services only. No physical product is shipped, couriered, or delivered by post. Delivery may happen through the website, dashboard, email, secure interview link, AI voice interview page, generated resume file, feedback page, or downloadable report.
No shipping returns apply. Because the product is digital, refund decisions are based on whether paid access, credits, or outputs were delivered, consumed, substantially used, or blocked by a confirmed GenioPrep-side issue.
Cancellation Before Use
You may request cancellation of a paid purchase before any paid credit, interview link, AI resume rewrite, resume build, report, or other paid feature has been used or substantially delivered. Send the request to support@thegenioprep.com from the same email address used for purchase.
If no credits or paid services have been consumed, GenioPrep may approve a refund, cancel access, reverse credits, or offer an alternate solution. If a credit pack has been partially used, cash refunds are generally not available for the used portion, and any treatment of the unused portion will be decided case by case unless applicable law requires otherwise.
Credits and Consumption
Credits are consumed when you start or request an eligible paid feature, such as a 30-minute mock interview, 60-minute mock interview, or AI resume rewrite. Current credit usage is explained on the Pricing page and may change for future purchases.
- Unused credits: unused credits remain available in your GenioPrep account and are generally handled through account access or service support rather than cash refund.
- Consumed credits: credits used for a completed or substantially delivered service are generally non-refundable.
- Failed resume rewrite or build: if a GenioPrep-side processing failure is detected and the system automatically restores your credit, that restored credit is normally the remedy for that failed attempt.
- Secure links: paid interview links and dashboard links may have validity, attempt, identity, and security limits. Sharing links can consume attempts or credits and may make a refund unavailable.
Eligible Refund Cases
Refunds, replacement links, retries, or service credits may be approved in the following cases after review:
- Duplicate payment for the same purchase, plan, or credit pack.
- Payment succeeded but credits were not added, and we are unable to add the credits within a reasonable time after verification.
- Payment succeeded but the paid interview link, dashboard access, or paid service access was not delivered due to a confirmed GenioPrep-side issue.
- A paid interview or paid resume service could not be started because of a confirmed GenioPrep platform outage or server error, and we cannot provide a retry, replacement access, or restored credit.
- GenioPrep accepted payment but is unable to provide the paid service.
- A refund is required by applicable law.
Non-Refundable Cases
Refunds will generally not be approved in the following cases:
- The paid interview, AI resume rewrite, report, or other paid feature has been completed, downloaded, viewed, substantially delivered, or substantially used.
- The issue is caused by user-side conditions such as unstable internet, unsupported browser, microphone permission denial, low device performance, background noise, incorrect device settings, VPN/firewall restrictions, or failure to follow access instructions.
- The interview link, dashboard link, report link, or account access is shared with another person and attempts, credits, or access are consumed.
- The user entered the wrong email, lost access to the email account, ignored delivery emails, or failed to contact support within a reasonable time, unless GenioPrep can verify and safely correct access.
- The user is dissatisfied with interview performance, resume score, AI feedback, AI writing style, confidence score, readiness score, or preparation suggestions, unless there is a confirmed technical failure from GenioPrep.
- The user does not receive an interview call, job offer, shortlisting, salary increase, promotion, employer response, or hiring outcome after using GenioPrep.
- A free service was used. Free resume scores, free mock interviews, trials, coupons, promotional access, or no-cost services are not eligible for monetary refunds.
Technical Issues
If a technical issue occurs, contact support as soon as possible with screenshots, browser/device details, the approximate time of the issue, and the affected payment or dashboard email. We may review server logs, payment records, interview status, credit ledger, and provider status before deciding the remedy.
Where practical, GenioPrep will first try to resolve a confirmed technical issue by offering a retry, replacement interview link, restored credit, corrected dashboard access, regenerated report, or alternate delivery. A cash refund may be considered if those remedies are not practical or if required by law.
AI Results and Outcomes
GenioPrep uses AI systems to generate resume scores, interview questions, transcripts, feedback, readiness signals, rewritten resume content, and preparation suggestions. AI outputs are preparation support and may not perfectly match a human recruiter, employer, ATS, or interviewer.
Refunds are not provided solely because an AI output is not the style you preferred, your score is lower than expected, you disagree with feedback, you perform poorly in an interview, or an employer does not respond favorably. If an output is clearly missing, corrupted, inaccessible, or affected by a confirmed GenioPrep-side failure, we may provide a retry, regenerated output, restored credit, or refund after review.
How to Request
To request cancellation, replacement access, restored credit, or refund, email support@thegenioprep.com from the same email address used for purchase and include:
- Name used during purchase.
- Email address used during purchase.
- Payment date, amount, and plan or credit pack purchased.
- Razorpay payment ID, order ID, or other payment reference (visible in your payment confirmation email or receipt), if available.
- Dashboard link, interview link, resume report link, or feature affected, if available.
- Clear reason for the request, with screenshots or error messages if the issue is technical.
We may ask for additional information to verify the account, payment, service status, or issue. Requests made from a different email address may require extra verification before we can act.
Timelines and Method
We aim to acknowledge refund-related support requests within 2-3 business days. If approved, refunds are generally initiated within 5-7 business days after approval. The time for the amount to reflect in your account depends on Razorpay, your bank, card network, or wallet provider, and the payment method used.
Approved refunds are normally sent back to the original payment method through the payment processor. Payment gateway fees, bank charges, taxes, or other deductions, if any, may be handled according to payment processor and applicable law requirements.
Abuse and Chargebacks
GenioPrep may deny a refund, suspend access, or cancel credits where we reasonably detect fraud, abuse, repeated misuse, false claims, unauthorized sharing, payment disputes after service consumption, attempts to bypass payment or credit rules, or violation of the Terms of Use.
If you believe a payment was made in error, contact us first so we can verify and resolve it. Initiating a chargeback or payment dispute after using the service may result in suspension of the related account, dashboard, links, or credits while the dispute is reviewed.
Changes and Contact
We may update this Policy from time to time. The latest version will be available on this page with the effective date above. Changes apply prospectively unless a change is required by law or payment processor rules.
For cancellation, refund, replacement access, or payment questions, contact support@thegenioprep.com.