Refund Policy

1. Scope

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.

2. Membership refunds

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.

3. GEO credit refunds

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.

4. Failed or abnormal diagnosis tasks

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.

5. Non-refundable cases

• The full report has already been viewed, exported, shared, or used.
• The task has already consumed third-party collection or model costs.
• Brand information, question settings, market, competitors, or platform choices submitted by the user were clearly incorrect and the task had already started.
• The account violated the Terms of Service, abused the system, attacked the service, or attempted to bypass billing.
• Promotional, trial, manual compensation, or gifted credits are not cash-withdrawable or refundable unless explicitly stated.
• The refund request is based only on expected ranking improvement, marketing outcome, or business result not being achieved.

6. Refund method and processing time

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.

7. How to request a refund or reversal

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.