Refund, reversal, credit release, and abnormal diagnosis handling rules for GEO Lens Diagnosis
2026/07/04
This Refund Policy applies to GEO Lens Diagnosis memberships, GEO credit purchases, manual recharge, diagnosis task charges, retests, exports, report rebuilds, administrator adjustments, and future payment channels such as WeChat Pay, Alipay, Stripe, or other providers.
This policy explains refund, credit release, and reversal handling. It does not override mandatory consumer protection rules that may apply under local law.
At the current stage, the service is operated by an individual service provider, and some payment collection, manual confirmation, refunds, or reversals may be handled through personal or third-party payment accounts. The actual refund path depends on order records, payment proof, support confirmation, and applicable payment channel rules. To prevent mistaken refunds and account abuse, we may ask for your account email, order ID, payment proof, report link, and necessary identity or authorization evidence.
If membership benefits have not been used, including monthly credits, concurrent diagnosis capacity, brand capacity, or other member-only capabilities, you may request a refund within 7 calendar days after purchase.
If membership benefits have been used, the refundable amount, if any, will be calculated based on consumed credits, diagnosis costs already incurred, used benefits, promotional discounts, and the remaining membership period. Some promotional, trial, or manually granted benefits may have no cash refund value.
Purchased GEO credits that have not been used, reserved, transferred, gifted, expired, or applied to an order may be refunded after review. Credits already consumed by diagnosis tasks, report generation, retests, report rebuilds, exports, data packages, or other paid services are not refundable.
If a diagnosis task has started, settlement is based on completed platforms, questions, rounds, mode, and external service costs where applicable. Unused reserved credits are released back to the wallet after completion, cancellation, failure handling, or manual review.
If a system issue prevents a diagnosis from starting, reserved credits will be released back to your wallet.
If a task is partially completed because of platform collection failure, model timeout, third-party API issues, network incidents, or worker interruption, we will first support retry, recollection, partial report generation, report rebuild, or manual handling. Any confirmed unrecoverable unused portion will be released or reversed.
Report conclusions depend on selected questions, platforms, collection time, third-party AI answers, citations, and model output. Unless there is a system failure, unsuccessful collection, duplicate charge, or confirmed reversible portion, disagreement with a report's conclusions, trends, rankings, or recommendations is not by itself a refund reason.
Manual review is usually completed within 3 business days after all required information is received. More complex cases involving exports, administrator adjustments, enterprise settlement, or third-party payment review may take longer.
After official payment channels are connected, the actual refund arrival time will follow the rules of WeChat Pay, Alipay, Stripe, banks, or payment processors. Manual or offline settlements may be refunded through the method agreed by both parties.
If the original payment channel cannot be used for a refund, for example because an account has been closed, the channel restricts the refund, manual transfer fails, or additional verification is required, we will work with you to use a reasonable alternative method. After a refund or reversal is completed, related membership benefits, wallet credits, reserved credits, gifted benefits, invoices, or receipts may be adjusted accordingly.
To request a refund, credit release, or reversal, contact us through Contact with your account email, order ID, task or report link, reason, and relevant screenshots or payment proof.