1. General Enquiries
Email: support@gemus.ai
Product questions, partnerships, and account issues can all be sent to this address. We read every message.
2. Billing and Refunds
Email support@gemus.ai from your account's registered address and include:
• The order or transaction reference
• The purchase date
• Whether the request concerns a subscription period or a credit top-up
• A brief reason
You may also submit the request through the in-platform feedback channel. If your order was processed by a reseller acting as merchant of record, we may direct you to submit through them, or forward it on your behalf — you do not need to work out which route applies before contacting us.
What is refundable is governed by the Refund Policy.
3. Data and Privacy
To exercise your rights of access, correction, deletion, export, or objection, contact support@gemus.ai.
If you are a parent or guardian and find that a child under 16 has registered without permission, please write to the same address and we will assist you.
Full details are set out in the Privacy Policy.
4. In-Platform Feedback
Signed-in users can use the feedback channel in their account, or submit an issue from the canvas using the Bug Report node.
In-platform submissions carry context automatically, which usually makes diagnosis faster than email.
5. Response Times
We commit to the following:
• Refund requests: acknowledged within 3 business days, resolved within 10 business days
• Data rights requests: answered within 15 business days
• Privacy policy enquiries: answered within 15 business days
Business days exclude public holidays.