Refund Policy

Overview

gent.mx is operated by Gent MX. This policy explains how we review refunds for subscriptions, add-ons, usage, overages, storage, AI inference, and custom billing arrangements.

Nothing in this policy limits mandatory consumer protection rights, cooling-off rights, refund rights, chargeback rights, or other remedies that cannot be waived under applicable law.

Subscriptions

Subscriptions may be cancelled before the next renewal to stop future charges.

Cancellation normally remains effective through the end of the paid billing period. Subscription fees are not normally prorated or refunded after access has started unless required by law, required by Paddle policy for a Paddle checkout purchase, caused by a billing error, or approved by gent.mx.

If a plan includes a trial or promotional period, the checkout or offer terms explain when billing starts and how to cancel before renewal.

Add-ons and metered usage

Add-ons generally follow the same refund rules as subscriptions unless the checkout, dashboard, pricing page, or order form says otherwise.

Usage-based charges, additional inboxes, storage overages, AI inference, outbound sending, and other metered costs are generally non-refundable once incurred or consumed.

If a metered charge was caused by a billing error or duplicate charge, contact support so we can review and correct it.

Service issues

If a material service issue prevents you from using gent.mx as intended, contact support before filing a chargeback so we can investigate.

Depending on the facts, we may offer troubleshooting, service credit, plan adjustment, replacement access, or a refund where appropriate.

Temporary limits, third-party provider issues, customer configuration errors, domain/DNS problems, revoked tokens, abusive usage, or unavailable optional features do not automatically qualify for a refund.

Paddle checkout purchases

For purchases completed through Paddle checkout, Paddle may act as merchant or reseller of record and may provide receipt links, payment management, subscription management, refund workflows, tax handling, and buyer support.

Gent MX may still review service usage, account status, provisioning, and support facts needed to decide whether a requested refund is eligible.

Approved refunds are normally returned to the original payment method where possible. Refund timing depends on Paddle, the payment method, card network, bank, or local payment provider.

Custom and Scale accounts

Custom, Scale, enterprise, agency, or invoice-based arrangements may have separate refund, cancellation, service-credit, renewal, and termination terms in an order form or written agreement.

If those terms conflict with this public policy, the signed order form or written agreement controls for that account.

How to request a review

Email hello@gent.mx with your account email, tenant or workspace name, Paddle transaction or invoice reference if available, and a short explanation of the issue.

For Paddle checkout purchases, you may also use the receipt or buyer-support links provided by Paddle.

We may ask for logs, timestamps, screenshots, configuration details, or support history needed to evaluate the request.