Refund & Return Policy
Our commitment to fair and transparent refund procedures for GemColony SaaS and Hub marketplace transactions.
Last updated: March 25, 2026
This Refund & Return Policy governs refund and cancellation requests for all products and services provided by GemColony, including the main SaaS platform and the GemColony Hub marketplace. Payments are processed through PayHere, a licensed payment service provider. By making a purchase on any GemColony platform, you agree to the terms of this policy.
1. Overview
Scope of This Policy
This Refund & Return Policy applies to all subscription purchases, one-time add-ons, and marketplace transactions made through GemColony — including the main SaaS platform (app.gemcolony.com) and the GemColony Hub marketplace (app.gemcolony.com/hub). Payments are processed securely via PayHere, our licensed payment gateway partner.
Our Commitment
We want you to be fully satisfied with GemColony. If you are not satisfied with your purchase, we encourage you to contact our support team at [email protected] before requesting a refund, as we may be able to resolve your concerns directly.
2. SaaS Subscription Refunds
14-Day Money-Back Guarantee
New customers on any paid subscription plan are eligible for a full refund within 14 days of their initial payment, provided the account has not exceeded reasonable usage limits (defined as fewer than 500 inventory records created, 50 sales invoices generated, or 5 user accounts activated). This guarantee applies to first-time purchases only.
Monthly Subscriptions
Monthly subscription fees are non-refundable after the 14-day new customer window. You may cancel your subscription at any time; cancellation takes effect at the end of the current billing cycle and you will retain access to the platform until that date.
Annual Subscriptions
Annual subscriptions cancelled after the 14-day guarantee period may be eligible for a pro-rated refund for unused complete months, minus a 10% administrative fee, at our sole discretion. Refund requests for annual plans must be submitted within 90 days of the original purchase date.
Free Trial Conversions
If your account converts from a free trial to a paid subscription, the 14-day money-back guarantee applies from the date the first payment is charged, not from the date the trial began.
3. Hub Marketplace Transactions
Buyer Refunds (Hub Purchases)
Buyers on the GemColony Hub marketplace may request a refund within 7 days of a confirmed transaction if: (a) the gemstone or product received does not materially match the listing description; (b) the item was not delivered within the agreed timeframe; or (c) the item arrived damaged and photographic evidence is provided within 48 hours of receipt.
Seller Obligations
Sellers on the Hub marketplace are responsible for accurately describing their listings, providing timely shipping with tracking, and cooperating with refund investigations. GemColony reserves the right to mediate disputes between buyers and sellers and to issue refunds on behalf of sellers who fail to meet their obligations.
Non-Refundable Hub Items
The following Hub marketplace items are non-refundable: (a) custom-cut or personalized gemstones; (b) certified gemstones where the certificate has been verified and accepted; (c) digital downloads or reports; (d) items where the buyer has already resold the item to a third party.
Dispute Resolution for Hub
Hub marketplace disputes must be raised via the in-platform dispute system within 7 days of the transaction. GemColony will investigate and issue a determination within 10 business days. Our decision is final for disputes under LKR 100,000. Larger disputes may be escalated to formal mediation.
4. Add-Ons & One-Time Purchases
Feature Add-Ons
One-time purchases of feature add-ons (such as additional user seats, storage expansion, or premium modules) are non-refundable once the add-on has been activated and used. Unused add-ons may be refunded within 7 days of purchase.
API Credits
AI analysis credits and API usage credits are non-refundable once consumed. Unused credits will carry over within the subscription period and expire upon account termination.
5. Non-Refundable Situations
Exclusions
Refunds will not be issued in the following circumstances: (a) violation of our Terms of Service or Acceptable Use Policy; (b) account suspension or termination due to fraudulent activity; (c) requests made outside the specified refund windows; (d) dissatisfaction with features that were accurately described before purchase; (e) technical issues caused by your own hardware, software, or internet connection; (f) force majeure events beyond our reasonable control.
6. How to Request a Refund
Refund Request Process
To request a refund, contact our support team at [email protected] with the subject line 'Refund Request'. Please include: your account email address, the transaction/invoice ID (found in your billing dashboard), the date of purchase, the reason for your refund request, and any supporting evidence (screenshots, photos) where applicable.
Processing Time
We will acknowledge your refund request within 2 business days. Approved refunds are processed within 5–10 business days. Refunds are returned to the original payment method used (credit/debit card via PayHere). Processing times may vary depending on your bank or card issuer.
Refund Currency
Refunds are processed in the same currency as the original transaction. For transactions made in foreign currencies, the refunded amount may differ slightly from the original charge due to exchange rate fluctuations. GemColony is not responsible for any currency conversion losses.
7. Chargebacks & Payment Disputes
Chargeback Policy
We strongly encourage customers to contact us directly at [email protected] before initiating a chargeback with their bank or card issuer. Chargebacks initiated without prior contact may result in immediate account suspension pending investigation. Fraudulent chargebacks will be disputed, and accounts found to have submitted fraudulent chargebacks will be permanently banned.
PayHere Payment Disputes
All payments are processed via PayHere, a licensed payment service provider in Sri Lanka. In cases of disputed transactions processed through PayHere, GemColony will cooperate fully with PayHere's dispute resolution procedures and provide all necessary transaction evidence.
8. Cancellation Policy
Cancelling Your Subscription
You can cancel your GemColony subscription at any time through your account settings under Billing & Subscription, or by contacting [email protected]. Upon cancellation, your account remains active until the end of the current paid period. No further charges will be made after cancellation is confirmed.
Data After Cancellation
Upon subscription cancellation, your data is retained for 90 days, during which you may export it. After 90 days, all your data is permanently and irreversibly deleted from our systems. We strongly recommend exporting your data before cancellation.
Reactivation
Cancelled accounts may be reactivated within the 90-day data retention period. Reactivation after this period requires creating a new account and re-entering your data.
9. Changes to This Policy
Policy Updates
GemColony reserves the right to modify this Refund & Return Policy at any time. Material changes will be communicated via email or in-app notification at least 14 days before taking effect. Your continued use of the Service after policy changes take effect constitutes your acceptance of the updated policy.
10. Contact Us
Refund & Billing Inquiries
For all refund requests, billing disputes, or questions about this policy, please contact: Email: [email protected] | Billing: [email protected] | Address: GemColony, Colombo, Sri Lanka. We aim to respond to all inquiries within 2 business days.