GENUINE SYNC

Ask for a refund

Withdraw from your purchase (EU, EEA and UK consumers)

If you haven't started a download, you can withdraw within 14 days of your purchase. A new Creator or Pro subscription can be withdrawn within 14 days of the first payment if nothing was downloaded, exported or published under it. Enter your order ID and checkout email, then press Confirm withdrawal. We email you a confirmation right away and refund you within 14 days.

Order ID (license ID, receipt number or subscription email receipt) Email you used at checkout Your name Confirm withdrawal

Refunds are for a double charge, or a download we can't fix, or a legal withdrawal before any download (see the Refund Policy). Ask within 14 days of your purchase. To stop a Creator or Pro plan from renewing, you don't need this page: on the export screen, sign in, choose Manage plan (Manage on the Pro plan card), then Cancel plan.

Steps

1. Find your order ID: the license ID on your license PDF and in your license email, or the receipt number on your payment receipt.
2. Fill in the form below and press Send request. Your email app opens with the request filled in; send it from there.
3. We aim to reply within 2 business days. Approved refunds go back to your original payment method (your bank may take 5 to 10 business days).

Order ID (license ID or receipt number) Email you used at checkout What happened I was charged twice My files never arrived A file won't open or play I want to withdraw (nothing downloaded yet) Something else Details (optional) Send request

Prefer to write yourself? Email hello@genuinesync.com with the same details.

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