Refund Policy
Last updated: May 23, 2026
Our Promise
We stand behind every digitized file we deliver. With unlimited free revisions, most issues are resolved long before a refund is needed. If we cannot meet your requirements after reasonable revision attempts, we'll make it right.
1. Full Refunds — Before Work Begins
You may cancel your order and receive a 100% refund at any time before we begin digitizing your file. Once work has started, our digitizers have invested time and labor into your project.
To cancel before work begins: contact support@genxdigitizing.com with your order number. We process pre-work cancellations within 24 hours.
2. Quality-Based Refunds
If you are unsatisfied with the quality of our work and we cannot resolve the issue after reasonable revision attempts (typically 2–3 revision rounds addressing specific, actionable feedback), you may be eligible for a refund:
Minor Issues
20–40%
Small corrections that could be done but you prefer not to continue
Moderate Issues
40–60%
Significant quality gaps despite revision attempts
Unusable Output
Full Refund
Fundamental digitizing errors that cannot be corrected
Refund eligibility is determined on a case-by-case basis. We always prioritize fixing the issue first — refunds are a last resort.
3. Non-Refundable Situations
Refunds are not available in the following cases:
- File already delivered and accepted — Once you download and use the digitized file in production, it is considered accepted.
- Poor source artwork — If the original artwork you provided is low-resolution, heavily pixelated, or unclear, we'll communicate this upfront. Results limited by source quality are not grounds for refund.
- Incorrect format selection — If you select the wrong machine format and we delivered exactly what was requested.
- Change of mind — After work has started, "I no longer need it" is not eligible for refund.
- Design complexity not disclosed — If the design is substantially more complex than the reference artwork suggested and we proceed after notifying you.
4. Free Services Clause
Our free services — unlimited revisions, format conversions, rush/urgent turnaround — are complimentary and do not carry monetary value for refund calculations. Refund amounts are based solely on the base digitizing service price paid.
5. How to Request a Refund
- Contact support@genxdigitizing.com with your order number
- Describe the specific issues you're experiencing
- We'll attempt to resolve through revisions first (typically 24–48 hours)
- If unresolved, we'll assess refund eligibility and process within 3–5 business days
Approved refunds are returned via the original payment method (Payoneer). Processing time depends on your payment provider — typically 5–10 business days.
6. Contact
Refund questions or disputes? Reach us at support@genxdigitizing.com or our contact page. We respond within 1 hour during business hours.