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Genie9

Refund & Cancellation Policy

Last Updated: October 13, 2026

This policy explains how Nygma subscriptions are billed, renewed, cancelled and refunded. Nygma is provided by Genie9 LTD (“Genie9”, “we”, “us”). This policy is part of the Nygma Terms of Service. Nothing in it takes away rights that the law gives you as a consumer and that cannot be excluded.

1. Plans and Billing

1.1 Plans

  • • Nygma has a Free plan (4 GB, up to 10 GB with invitations) and paid plans (currently Light, Personal, Professional and Power Users), billed monthly or yearly.
  • • The storage, features and price of each plan are the ones shown in the app, on the website or in the store at the time you buy.

1.2 Where You Can Buy

You can buy a paid plan in one of three places:

  • • Apple App Store — inside the Nygma iOS app (see Section 2)
  • • Google Play — inside the Nygma Android app (see Section 2)
  • • Our website — in the Nygma web app at nygma.genie9.com, with payments processed by Stripe (see Section 3)

A subscription is managed, cancelled and refunded where you bought it. While a subscription is active, Nygma will not let you start a second one in a different place.

1.3 Automatic Renewal

  • • Every paid subscription renews automatically at the end of each monthly or yearly period, and you are charged for the next period, until you cancel.
  • • Store subscriptions are charged by Apple or Google to the payment method on your store account. Website subscriptions are charged by Stripe to the card you gave at checkout.
  • • Uninstalling the app does not cancel a subscription.

2. App Store and Google Play Subscriptions

2.1 Billed by Apple or Google

  • • If you subscribe in the iOS or Android app, Apple or Google takes the payment and bills, renews, cancels and refunds your subscription under its own terms.
  • • Genie9 does not receive your card details and cannot cancel, change or refund a store subscription. Refund decisions are made by Apple or Google, not by us.
  • • If Apple or Google refunds a purchase, the paid plan it paid for ends.

2.2 How to Cancel

  • • Apple: on your iPhone or iPad, open Settings → your name → Subscriptions → Nygma, then Cancel Subscription. Cancel at least 24 hours before the end of the current period to avoid the next charge.
  • • Google Play: open the Play Store app → your profile picture → Payments & subscriptions → Subscriptions → Nygma, then Cancel subscription; or go to play.google.com/store/account/subscriptions.
  • • You keep your paid plan until the end of the period you have paid for.
  • • Deleting your Nygma account does not cancel a store subscription. Cancel it in the store first, or the store will keep charging you.

2.3 How to Ask for a Refund

3. Website Subscriptions (Stripe)

3.1 How to Cancel

  • • You can cancel at any time: sign in at nygma.genie9.com, open Billing and manage your subscription there, or email support@genie9.com from the email address on your account.
  • • Cancellation takes effect at the end of the period you have already paid for. You keep your paid plan until then, and you are not charged again.
  • • There is no cancellation fee.

3.2 No Refunds for Partial Periods

  • • Except where the law requires (see Section 4), we do not refund or credit any part of a monthly or yearly period, including unused time and unused storage.
  • • If you change plan on the website, the new plan starts straight away as a new subscription and the old subscription ends. Unused time on the old plan is not refunded or credited.
  • • If you delete your Nygma account, a website subscription ends immediately and the rest of the period is not refunded.

3.3 Billing Errors

If you think our website billing charged you by mistake (for example, twice for the same period), email support@genie9.com. We will correct any charge that we confirm was made in error.

4. UK and EU Consumers: Your 14-Day Cancellation Right

4.1 The Cancellation Period

If you are a consumer in the United Kingdom or the European Union and you buy a subscription on our website, you normally have 14 days, starting the day after you buy, to cancel without giving a reason. This right comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or the equivalent law where you live.

4.2 Your Paid Plan Starts Straight Away

Your paid plan starts as soon as your payment goes through. By starting a paid plan, you expressly ask us to begin providing the paid service during the 14-day cancellation period, and you acknowledge that:

  • • if you cancel within the 14 days, you must pay for the service provided up to the time you tell us you are cancelling, in proportion to the full price of the subscription, and we refund the rest; and
  • • you lose the right to cancel once the service has been fully provided.

4.3 How to Cancel Within 14 Days

  • • Send a clear statement that you want to cancel to support@genie9.com before the 14 days end, from the email address on your account. You may use the model cancellation form in Schedule 3 of the Regulations, but you do not have to.
  • • We refund any amount due within 14 days after the day you tell us, to the payment method you used.

4.4 Store Purchases and Other Rights

  • • For subscriptions bought through the App Store or Google Play, Apple or Google handles cancellation and refund requests, including any request under consumer law (see Section 2).
  • • Nothing in this policy affects your other statutory rights, for example under the Consumer Rights Act 2015.

5. When a Paid Plan Ends

  • • When a paid plan ends for any reason, your account returns to the Free plan and paid-only features stop.
  • • Your data stays in your account, but you cannot upload while your account is over the Free plan limits.
  • • We may delete data above the Free plan limits after giving you at least 30 days’ notice by email. Before the notice period ends, download or delete what you need, or subscribe again.
  • • You can subscribe again at any time.

6. When We Do Not Give Refunds

Except where the law requires, we do not give refunds or credits for:

  • • unused time, unused storage or part of a billing period, or moving to a smaller plan
  • • lost drive passwords, recovery phrases, PINs or chat recovery phrases — we cannot reset or recover them, or the data they protect
  • • data deleted by a Time Bomb you set up, data you deleted yourself, or files removed when Trash is emptied after 30 days
  • • accounts suspended or closed because you broke the Terms of Service or the Acceptable Use Policy
  • • downtime, outages, slow performance, or features that change or are removed (see our Service Availability Statement)
  • • deleting your account, or not using Nygma during a period you paid for

7. Chargebacks and Payment Disputes

  • • Please contact us before you dispute a website charge with your bank or card issuer. Most billing questions can be settled directly.
  • • If you open a chargeback or payment dispute, we may suspend your account while it is open. If the payment is reversed, the paid plan it paid for ends.

8. Price Changes

  • • We may change our prices. A new price applies from a renewal, never to a period you have already paid for.
  • • Store subscriptions: Apple or Google notifies you of a price change under its own rules, and may ask you to agree to an increase before it applies.
  • • Website subscriptions: we email you at least 14 days before a new price applies to your next renewal. If you do not want to pay the new price, cancel before that renewal date.

9. Contact Information

Website subscriptions, cancellations and billing questions:

Email: support@genie9.com

App Store and Google Play purchases:

Contact Apple or Google as described in Section 2.

Legal questions:

Email: legal@genie9.com

Mailing Address:

Genie9 LTD

3 Shortlands

London W6 8DA

United Kingdom

This Refund & Cancellation Policy was last updated on October 13, 2026. Please check this page for the current version.

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