Legal

Refund Policy

Last updated: November 5, 2026 · Effective date: November 5, 2026

Overview

MyGen3D operates on a credit system. Credits are used to pay for AI 3D generation and optional format exports (e.g., GLB, USDZ, OBJ). Because credits unlock a digital service that consumes computing resources, this policy explains when refunds are available.

Quick Summary: Unused credits can be refunded within 14 days of purchase. Credits that have already been used for generation or exports are non-refundable. If a generation fails due to a technical error on our side, the credits for that job are automatically returned to your balance.

When Refunds Are Granted

✓ Eligible for Refund

  • Unused credits: Requested within 14 days of purchase and not yet spent.
  • Failed generation (our fault): A generation job fails due to a technical error on our end and produces no usable output — the credits for that job are refunded automatically.
  • Duplicate or accidental purchase: You purchased credits twice or by mistake — refundable if reported within 14 days and the credits are unused.
  • Unauthorized transaction: Your account was accessed without authorization and used to purchase credits.
  • EU Cooling-Off Period: EU residents have a statutory right to cancel digital purchases within 14 days, unless they have already used the credits (started generation) and waived this right at checkout.

✗ Not Eligible for Refund

  • Credits that have already been used for generation or format exports.
  • You changed your mind after using the service.
  • The generated result did not match your artistic expectations even though the service worked correctly (quality depends on input quality).
  • More than 14 days have passed since purchase.
  • You violated the Terms of Service .

AI Generation Service

For the AI 3D generation service (converting photos, video, or scans into 3D models):

Refund Timeline

All payments are processed by KG Inicis via PortOne. Once a refund is approved, the funds are returned to your original payment method. Typical timelines:

Payment MethodRefund Timeline
Credit / debit card5–10 business days to the original card
PayPal1–3 business days to your PayPal balance
Apple Pay / Google Pay5–10 business days to the linked card

Refunds are always issued to the original payment method — we cannot redirect a refund to a different account. Exact timing depends on your bank or card issuer.

How to Request a Refund

1
Contact us within 14 days of purchase
Email mygen3d@gmail.com with subject: "Refund Request — [your transaction ID]".
2
Describe the issue
Include your transaction ID and a clear explanation of why you are requesting a refund. Screenshots or error messages help speed up the process.
3
Review within 2 business days
Our team reviews your request and responds within 2 business days. We may ask for additional information to verify the issue.
4
Refund processed
If approved, the refund is initiated immediately. See the timeline above for when funds appear in your account.

Chargebacks & Disputes

If you initiate a chargeback with your bank or payment provider without first contacting us, we may:

We strongly encourage contacting us directly before initiating a dispute — we resolve most issues much faster than the bank dispute process.

Payment Provider

Payments are processed by KG Inicis via PortOne. For payment or refund questions, please contact MyGen3D support.

Support: support@mygen3d.com

Contact

For refund requests or questions about this policy: