Payments, delivery errors, cancellation and disputes
What happens when payment or generation fails, how codes work, and how support resolves problems.
Does a successful checkout return page mean my report or membership is ready?
Not by itself. GreenLightOS verifies payment and entitlement status before granting paid access or starting delivery. A checkout return can briefly show confirmation pending. Refresh the status or check Purchases & Billing instead of paying again. A generated report is available only after its saved result is ready, not merely because the payment page redirected.
What if report generation fails or stays pending?
The order shows its delivery status. Recoverable failures receive bounded automatic retries; persistent failures move to administrator review. A failure does not automatically create a cash refund, a second purchase or a new membership-action charge. Check the existing order and any available retry action, then contact hello@greenlightos.ai with the order reference and error. Do not buy the same report again to work around an unresolved delivery issue.
How do I pay or authenticate a failed renewal?
Open Profile and find the payment-recovery notice for your paid membership. Choose 'Pay or authenticate original invoice'. After a recent sign-in and any required MFA, GreenLightOS verifies ownership and opens the original unpaid renewal invoice on Stripe. Complete any bank authentication or payment there; simply updating your saved card may not pay that invoice. Opening the page does not start another subscription or restore AI access. Paid AI resumes only after payment is verified. If the invoice is already paid, closed, replaced or cannot be verified, refresh billing or contact support rather than purchasing again. Free writing and separately purchased reports remain available.
How do cancellation and failed subscription payments work?
Cancelling stops future renewal while your existing paid access and unused allowances remain valid until the actual paid-through timestamp; unused subscription time is not normally refunded. A failed renewal is different: subscription-based AI pauses immediately. Recovery targets three days, with notifications and payment recovery attempts—not three days of free paid AI. Cancellation follows a confirmed final decline and the required warning. Bank authentication, an uncertain payment or an unconfirmed warning requires attention and can delay cancellation; paid AI stays paused. Updating a card alone may not pay the original invoice. Manual free tools and independently purchased report access remain available.
What is the refund policy?
There is no routine prorated refund for unused membership time or a mid-period cancellation. Failed or undelivered reports, duplicate charges and other payment problems are investigated by support; retries and administrator review come before a refund decision, rather than an automatic refund on generation failure. Any legally required refund or other mandatory consumer remedy remains available. Contact hello@greenlightos.ai before making another purchase to replace a disputed or failed order.
What happens after a refund or payment dispute?
A full membership refund or an active membership payment dispute pauses subscription-based AI; a partial refund alone does not. Free tools remain available. Report delivery may pause while its payment is under review, but completed saved standalone reports and private writing are retained. Winning a dispute does not automatically create new allowances: verified administrator restoration is limited to eligible unused access within the original unexpired period. Support can explain the status of your particular order.
What is the difference between a discount code and a Beta invitation?
A report discount code applies to the selected Coverage Analysis or Development Intelligence purchase. A recurring membership discount applies for the stated number of billing cycles through Stripe and may renew at the full price shown before checkout. A no-card membership trial is different: sign in, open Membership, and use the separate access/trial-code panel. Preview the included benefits, accept the displayed terms and redeem. It starts the stated number of full access days immediately, without Stripe checkout, a card requirement or automatic paid renewal. Legacy account-bound Beta invitations remain separate and use their stated fixed expiry. Applying or previewing a discount is not payment confirmation and does not reserve the last redemption.
Can I share a code or combine several discounts?
Do not assume a code is transferable or stackable. Use the signed-in account for which it was issued, on the matching product or plan, before its expiry. Checkout validates the benefit again; a preview does not reserve the last redemption. If a code is rejected, check its scope and dates or contact support rather than repeatedly creating orders.
What does a no-card membership trial include, and when does it expire?
The trial preview shows the current full membership bundle. The current bundle includes GreenLight, VitaeMe and WritersRoom access, 500 AI actions, one Coverage Analysis Report and one Development Intelligence Report. These allowances are issued once for the whole trial, not reset monthly during a longer trial. Access lasts the number of days stated by the code, starting at successful redemption. The code's redemption deadline is a separate date: redeeming near that deadline still gives the full trial duration. Unused trial allowances expire with trial access. Your saved work and free manual features remain available.
Will my trial charge me or automatically become a paid subscription?
No. A no-card trial does not create a Stripe subscription or collect payment. Expiry reminders link to Membership so you can decide whether to purchase. Paid membership requires your separate checkout and acceptance of the displayed price and renewal terms. A pending or failed checkout does not itself remove an otherwise valid trial. Once paid access is verified, the paid membership replaces the trial allowance rather than adding overlapping trial and paid balances.
What should I send support, and what should I never send?
Use hello@greenlightos.ai. Include the signed-in account reference, product, order reference, approximate date/time and visible error or status. Do not email passwords, MFA secrets, backup codes, full payment-card details or an entire private screenplay unless support specifically provides an appropriate authorised process. Receipts and delivery status are available in Purchases & Billing.
Who can see private writing, and does payment change ownership?
Your original writing remains yours and is private by default—not visible to other ordinary users. Authorised staff and providers may process necessary data for delivery, support, security and legal compliance. GreenLightOS.ai does not itself train or fine-tune models on your writing without specific consent. Provider handling depends on the commercial service, contract and controls; see Privacy > Named provider register. No-training is not zero retention or a guarantee against human access or incidents. Buying a report is not permission to publish your screenplay.
Which providers receive my data?
Privacy > Named provider register describes OpenAI, the Anthropic/Claude alternative, Replit, Google Cloud Storage through Replit, Resend, Stripe, public credit lookups and optional blockchain services. Providers receive different data for different purposes—not every provider receives your files. Models and routes vary by feature, and a listed alternative is not used for every request. Contact hello@greenlightos.ai about the handling of a particular request.
Can I rely on AI coverage, scores or advice?
AI can be wrong, fabricated, biased, incomplete or outdated, and may not read every page or earlier message. Independently verify facts, citations, calculations, rights and important decisions. AI coverage is not human professional review unless expressly included and actually provided. Scores do not guarantee financing, distribution, audience response or commercial success. See Terms > AI limitations.
Do I own AI outputs, and are they confidential or unique?
You retain your original writing and may use outputs subject to the Terms, law and third-party rights. AI output is not guaranteed unique, non-infringing or copyrightable. Private by default is not zero retention or absolute secrecy: authorised staff and providers may process content for disclosed purposes. Do not submit third-party confidential material without permission, and keep independent copies.
What happens to my work when I delete my account?
User-requested account deletion ordinarily has a 30-day recovery window before permanent-deletion processing becomes eligible. A protected administrator override may bypass that window. Export writing and reports first. Cancelling membership is different from deleting your account. Legal/billing records, provider records, safety checks and backup expiry may need separate handling; not every copy disappears on day 30. Privacy explains the limits.
Does accepting the Terms waive my legal rights?
No. AI/security risk acknowledgements do not waive mandatory consumer or data-protection rights. The Terms include a legally qualified 12-month service-fee liability cap with exceptions, not an absolute fee-only maximum for every claim. No blanket user indemnity is imposed. Support and retry/admin-review processes do not remove legally required refunds, complaints or other remedies.
Does buying an AI report prove audience demand or guarantee success?
No. Coverage Analysis and Development Intelligence are AI-assisted assessments of your selected material, not evidence that real people tested the project, a production green light or a commercial guarantee. Review outputs for mistakes. Any blockchain-integrity claim requires a separately confirmed, verifiable record for that report; a queued job or synthetic fixture must not be described as genuine audience validation.