Refund Policy

Effective January 1, 2024.

 

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At Genre Library Solutions, we are dedicated to providing our customers with exceptional service and satisfaction. We understand that there may be instances where a refund is necessary, and we aim to address such situations fairly and efficiently.

 

Eligibility for Refunds: Refunds may be considered under the following circumstances:

1. Dissatisfaction with service: If customers are unsatisfied with the service provided by Genre Library Solutions, customers may be eligible for a refund.

 

2. Service cancellation: If customers cancel their service within the specified cancellation period (7 days) and/or prior to the start/completion of the project, whichever is earlier, customers may be entitled to a refund of any prepaid fees.

 

3. Failure to deliver service: If Genre Library Solutions fails to deliver the agreed-upon service due to circumstances within Genre Library Solutions' control, customers may be eligible for a refund.

 

How to Request for a Refund: To request a refund, customers may contact our customer service team and/or their agents at within 7 days after payment or before the start of the project.

 

Information needed to request refund:

a. Full name

b. Project details and Book Title

c. Date of payment

d. Name of contact person

e. Description of the issue or reason for refund request

 

Once refund request is approved, refunds will be issued using the original method of payment. Refunds may take 7 days to process, depending on the complexity of the issue and/or previous transactions.

 

Non-Refundable Services: Certain services may not be eligible for refunds, including but not limited to:

1. Services that have been completed satisfactorily

2. Services rendered beyond the cancellation period of 7 days

3. Customized or personalized services that already started

4. Third-party services or expenses incurred on behalf of the customer

5. All marketing services are non-refundable and fulfillment is 4-6 weeks upon full payment.

6. Once the Service and Distribution Contract (SDC) has been sent, completed, and signed, the first payment is no longer refundable.