REFUND & CANCELLATION POLICY

NYGMA.AI

Last Updated: March 18, 2025

This Refund & Cancellation Policy outlines the terms and conditions for subscription cancellations, refunds, and account termination for the Nygma.ai service (“Service”) operated by Genie9 LTD (“Genie9”, “we”, “us”, or “our”), a company registered in England and Wales with company registration number 08669198 and VAT number GB233163438.

This Policy is part of our Terms of Service and End User License Agreement (EULA). All capitalized terms not defined in this Policy have the meanings set forth in those documents.

1. SUBSCRIPTION PLANS AND BILLING

1.1 Subscription Plans

• Free Plan: 2 GB storage with basic features at no cost
• Paid Plans: 100 GB, 500 GB, 2 TB, and 5 TB with additional features at various price points
• Billing Cycles: Monthly or annual subscription options

1.2 Billing Process

• Subscriptions are billed in advance on a recurring basis
• Monthly subscriptions: Billed every month on the same date
• Annual subscriptions: Billed once per year on the same date
• Annual subscriptions may be offered at a discount compared to monthly billing

1.3 Payment Processing

• All payments are processed securely through Stripe
• We accept major credit cards and other payment methods supported by Stripe
• Currency and pricing are displayed during the checkout process

1.4 Auto-Renewal

• All subscriptions automatically renew unless cancelled before the renewal date
• You will be notified by email before auto-renewal of annual subscriptions
• Monthly subscriptions renew without additional notification

2. CANCELLATION POLICY

2.1 How to Cancel

• You may cancel your subscription at any time through your account settings:
  1. Log in to your Nygma.ai account
  2. Go to Settings > Subscription
  3. Click “Cancel Subscription”
  4. Follow the prompts to confirm cancellation
• Alternatively, you may email support@genie9.com to request cancellation

2.2 Effect of Cancellation

• Your subscription will remain active until the end of your current billing period
• You will continue to have access to paid features until the end of your current billing period
• After the billing period ends, your account will revert to the free plan
• If your stored data exceeds the free plan storage limit (2 GB), you will need to reduce your storage usage or your ability to upload new files may be restricted

2.3 Cancellation Confirmation

• You will receive an email confirmation when your cancellation request is processed
• The confirmation will include the date when your paid subscription will end

2.4 Resubscription

• You may resubscribe at any time after cancellation
• If you resubscribe before your paid period ends, your subscription will continue uninterrupted
• If you resubscribe after your paid period ends, your new subscription will start immediately

3. REFUND POLICY

3.1 15-Day Refund Period

• We offer a full refund if requested within 15 days of your initial subscription purchase
• This refund period applies only to your first subscription purchase, not to renewals
• Refunds are issued to the original payment method

3.2 How to Request a Refund

• To request a refund within the 15-day period:
  1. Email support@genie9.com with the subject “Refund Request”
  2. Include your account email address and the reason for your refund request
  3. Our support team will process your request within 5 business days

3.3 Refund Exceptions

• Refunds after the 15-day period are provided only:
  • If required by applicable law
  • At our discretion in exceptional circumstances
  • If there was a significant and unresolved technical issue with the Service

3.4 Promotional Subscriptions

• Subscriptions obtained through promotional offers may have different refund terms
• Any special refund terms will be disclosed at the time of the promotion
• Standard promotional subscriptions are typically non-refundable

3.5 Partial Refunds

• No partial refunds are provided for unused portions of your subscription period
• No refunds are provided for downgrades during a subscription period

4. ACCOUNT DELETION

4.1 How to Delete Your Account

• You may delete your account at any time through your account settings:
  1. Log in to your Nygma.ai account
  2. Go to Settings > Account
  3. Click “Delete Account”
  4. Follow the prompts to confirm deletion
• Alternatively, you may email support@genie9.com to request account deletion

4.2 Effect of Account Deletion

• Account deletion is immediate and permanent
• All your encrypted content will be permanently deleted
• Your subscription will be cancelled without refund for any unused period
• Due to our zero-knowledge architecture, we cannot recover your data after account deletion

4.3 Data Deletion Process

• All your content is immediately deleted from active systems
• Backups containing deleted content are cycled out within 30 days
• Account information is deleted or anonymized in accordance with our Privacy Policy

4.4 Difference Between Cancellation and Deletion

• Cancellation: Ends your paid subscription but keeps your account and data (on the free plan)
• Deletion: Permanently removes your account and all data

5. PLAN CHANGES

5.1 Upgrading Your Plan

• You may upgrade your subscription at any time
• When upgrading, you will be charged the prorated difference for the remainder of your current billing period
• Your billing date will remain the same

5.2 Downgrading Your Plan

• You may downgrade your subscription at any time
• The downgrade will take effect at the end of your current billing period
• No partial refunds are provided for downgrades
• If your stored data exceeds the storage limit of your new plan, you will need to reduce your storage usage

5.3 Switching Billing Cycles

• You may switch between monthly and annual billing
• Switching from monthly to annual: The annual cycle starts immediately with credit for unused monthly period
• Switching from annual to monthly: The monthly cycle starts after the current annual period ends

6. PAYMENT ISSUES

6.1 Failed Payments

• If a payment fails, we will attempt to process the payment again
• You will receive email notifications about payment failures
• After multiple failed payment attempts, your subscription may be downgraded to the free plan

6.2 Updating Payment Information

• You can update your payment information at any time through your account settings
• Updated payment information will be used for the next billing cycle

6.3 Disputed Charges

• If you dispute a legitimate charge for the Service with your payment provider:
  • We may terminate your account
  • You will be responsible for all fees and costs associated with the dispute
  • Your access to the Service may be suspended during the dispute process

7. SUBSCRIPTION MANAGEMENT BY GENIE9

7.1 Service Changes

• We reserve the right to modify, suspend, or discontinue any aspect of the Service
• We may change subscription plans and pricing with reasonable notice
• Existing subscribers will be notified of significant changes

7.2 Account Suspension

• Your account may be suspended if:
  • You violate our Terms of Service or Acceptable Use Policy
  • We detect fraudulent activity
  • Payment for your subscription fails repeatedly
• During suspension, access to your data may be restricted

7.3 Account Termination by Genie9

• We may terminate your account for material violations of our Terms of Service
• In case of termination for violation, no refunds will be provided
• We will provide notice prior to termination when appropriate

8. SPECIAL CIRCUMSTANCES

8.1 Promotional and Trial Offers

• Special offers may have different terms and conditions
• Any special terms will be disclosed at the time of the offer
• Unless otherwise specified, our standard cancellation policy applies to promotional subscriptions

8.2 Currency Fluctuations

• For subscriptions paid in currencies other than GBP, the amount charged may vary due to currency exchange fluctuations
• We are not responsible for any additional charges from your payment provider related to currency conversion

8.3 Service Outages

• Extended service outages may qualify for partial refunds at our discretion
• Routine maintenance and temporary interruptions do not qualify for refunds

9. ZERO-KNOWLEDGE AND REFUNDS

9.1 Data Access Limitations

• Due to our zero-knowledge encryption architecture, we cannot:
  • Verify the contents of your encrypted files
  • Recover your data if you lose your password and recovery key
  • Assist with data-specific issues that require access to your encrypted content

9.2 Refund Implications

• Refund requests based on issues that would require us to access your encrypted content may not be granted
• Technical issues related to the encryption system itself are valid grounds for refund requests

10. CONTACT INFORMATION

10.1 Refund and Cancellation Assistance

• For assistance with refunds and cancellations, contact: support@genie9.com
• Response time: Within 2 business days

10.2 Billing Support

• For billing-related questions, contact: billing@genie9.com
• Response time: Within 2 business days

11. CHANGES TO THIS POLICY

11.1 Policy Updates

• We may update this Refund & Cancellation Policy from time to time
• We will notify users of significant changes
• The current version will always be available on our website

11.2 Effective Date

• The effective date of this policy is indicated at the top of this document

12. LIMITATION OF LIABILITY

12.1 Liability Cap

• IN NO EVENT SHALL GENIE9’S TOTAL LIABILITY TO YOU FOR ANY CLAIMS RELATED TO REFUNDS, CANCELLATIONS, OR THE SUBJECT MATTER OF THIS POLICY EXCEED ONE HUNDRED U.S. DOLLARS ($100.00), REGARDLESS OF THE FORM OF ACTION, WHETHER IN CONTRACT, TORT, OR OTHERWISE.

13. GOVERNING LAW

13.1 Jurisdiction

• This Policy is governed by the laws of England and Wales
• Any disputes arising from this Policy shall be subject to the exclusive jurisdiction of the courts of England and Wales

For questions about this Refund & Cancellation Policy, please contact:

Genie9 LTD
3 Shortlands
W68DA, London
United Kingdom
Email: legal@genie9.com

END OF REFUND & CANCELLATION POLICY