1. Subscription Cancellations
You may cancel your GetGem subscription at any time. Unless otherwise required by applicable law or stated at checkout, cancellation takes effect at the end of your current paid billing period.
After cancellation, you will not be charged for a new billing period. You may continue to use the paid GetGem features included in your subscription until the end of the period for which payment has already been made.
2. General Refund Policy
Except where applicable law provides otherwise, payments already made for an active GetGem subscription are generally non-refundable once the applicable billing period has begun.
We may consider refund requests in appropriate circumstances, including duplicate charges, material billing errors, or other cases where a refund is reasonably warranted. Any such review is subject to Paddle's role as Merchant of Record and Paddle's applicable buyer and refund policies.
3. Statutory Refund and Withdrawal Rights
Nothing in this Refund Policy limits any mandatory consumer right that applies to you under local law.
For transactions processed by Paddle, statutory cancellation or withdrawal rights may vary by country. Paddle's current refund policy provides, for example, a 14-day statutory withdrawal right for certain digital content and service transactions involving consumers in Israel and certain other jurisdictions, subject to Paddle's applicable conditions and process.
If a mandatory legal right gives you a stronger refund or withdrawal entitlement than this policy, that legal right will apply.
4. How to Request a Refund
For subscriptions purchased through Paddle, refund requests should be submitted through Paddle's buyer support process or the applicable Paddle customer portal, because Paddle acts as Merchant of Record for the transaction.
You may also contact GetGem at support@getgem.ai if you need assistance identifying your subscription or explaining the reason for a refund request.
Submitting a request does not guarantee that a refund will be approved. Refund eligibility may depend on applicable law, Paddle's policies, the timing of the request, and the circumstances of the transaction.
5. Free Trial
If GetGem offers a free trial that does not require payment information, you will not be charged during that trial unless you later choose to purchase a paid subscription.
If a trial or promotional offer is presented through Paddle checkout, the specific billing date, trial terms, and cancellation conditions shown at checkout will apply.
6. Failed Payments and Billing Issues
If a recurring payment fails, your access may remain available temporarily while the payment provider attempts to recover the payment. If the subscription ultimately expires or remains unpaid, paid GetGem features may be restricted until the subscription is restored.
If you believe you were charged incorrectly, contact Paddle buyer support or support@getgem.ai as soon as reasonably possible.
7. Marketplace Transactions Are Separate
This Refund Policy applies only to GetGem software subscription fees.
Physical diamond or jewelry transactions between marketplace users are separate transactions between the relevant buyer and seller. Unless GetGem expressly offers a separate transaction service under specific terms, GetGem subscription refunds do not apply to the purchase price, return, cancellation, dispute, or reimbursement of a diamond or jewelry transaction between users.
8. Account Access After Cancellation or Refund
Cancellation ordinarily leaves your subscription active until the end of the paid billing period. If a full refund is issued for a billing period, GetGem may end paid access associated with that refunded payment.
Where technically and legally appropriate, GetGem may retain your account and non-paid account data so that you can return or resubscribe later, subject to our Terms of Service and Privacy Policy.
9. Abuse and Fraud
Refunds may be denied where there is evidence of fraud, refund abuse, chargeback abuse, unauthorized account activity attributable to the account holder, or other misuse, subject to applicable law and Paddle's policies.
10. Changes to This Refund Policy
We may update this Refund Policy from time to time. The version in effect when a transaction occurs will generally govern that transaction, except where applicable law requires otherwise.
11. Contact
For GetGem account or subscription assistance:
GetGem Support
Email: support@getgem.ai
Phone: +972 54 397 1448
For a refund request relating to a Paddle-processed purchase, you may also use Paddle's buyer-support and refund-request channels.