Refund & Billing Policy

This rule applies to pay-per-document purchases, complete packs, AI assistance or credits, editing access, clean export, print access, downloads, and separately quoted digital or assisted services. Please review the document description, price, included features, template examples, and available watermarked preview before paying.

Accordingly, we do not refund because a customer changed their mind, selected the wrong document, failed to read the description, no longer needs the document, did not download or use it, prefers another design after delivery, supplied incomplete or inaccurate information, missed a deadline, or received an unfavourable decision from an employer, embassy, court, bank, donor, regulator, procurement body, school, landlord, or other third party.

• Generation, enhancement, document analysis, or paid AI processing has started or completed.
• A document, pack, template entitlement, clean preview, print view, editable Word file, or download has been unlocked or supplied.
• AI credit units or another consumable allocation have been reserved, used, or consumed.
• The output corresponds to the selected workflow but the customer wants different wording, formatting, styling, or subjective quality after delivery.
• Rejection or non-acceptance results from third-party rules, changing requirements, customer information, omitted evidence, external deadlines, or a decision outside JENECONK's control.
• The customer paid more than once for different documents, packs, revisions, or accounts rather than a true duplicate of the same transaction.
• Access was restricted because of fraud, unlawful content, payment abuse, chargeback abuse, impersonation, or breach of platform terms.
• A promotional price changed after purchase or a customer later found a different service or lower price.

If a manual transfer cannot be identified, the customer must provide the account email, amount, date, sender name, bank, payment reference, document ID, and redacted proof. Never send a password, PIN, one-time code, full card number, or banking password.

1. **True duplicate charge:** the same customer was charged more than once for the same document entitlement because of a payment-processing duplication, and only one entitlement or service was intended. 2. **Verified payment with no delivery:** cleared payment was received and correctly linked, but the purchased entitlement was never applied and JENECONK cannot apply it within a reasonable remediation period. 3. **Confirmed platform failure:** a reproducible platform failure wholly within JENECONK's control prevented the purchased digital service from being supplied, no usable paid output or entitlement was delivered, and remediation is not reasonably available. 4. **JENECONK cancellation before performance:** JENECONK cancelled a separately quoted paid service before generation, work, allocation, or digital delivery began. 5. **Verified unauthorised transaction:** the payment provider or competent investigation confirms that the transaction was unauthorised, subject to fraud controls, provider procedures, and applicable law. 6. **Non-excludable legal remedy:** applicable law requires a refund or other remedy that cannot lawfully be excluded by contract.

An exception does not apply merely because a bank transfer is pending, a user supplied the wrong email or document ID, or evidence is incomplete. Where the issue can be corrected by applying the entitlement, regenerating the document, restoring access, correcting a technical error, or issuing replacement credits, JENECONK may provide that remedy instead of a cash refund where legally permitted.

• Full name and registered account email.
• Payment provider, reference, amount, currency, and date.
• Document type and document ID, if applicable.
• A precise description of the claimed exception.
• Redacted supporting evidence.
• The resolution requested.

Late, incomplete, repetitive, abusive, or unsupported requests may be closed after we request missing information. The 7-day submission period does not remove any longer mandatory period that applicable law requires.

Approval is not automatic. The administrator will compare payment, entitlement, generation, export, usage, support, and audit records. False evidence or chargeback abuse may result in account restriction and preservation of records.

Bank fees, foreign-exchange differences, third-party charges, and charges not received by JENECONK are not refundable by JENECONK unless applicable law requires otherwise.