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    SUPPORT

    Refund Policy

    At Horus Studios, we stand behind the quality of our products and want you to be fully satisfied with your purchase. This Refund Policy applies to all purchases made through the Rootline app and applies in addition to the terms of the respective app stores (Apple App Store and Google Play).

    Subscription Refunds

    If you purchased a Rootline subscription and are not satisfied, you may request a refund under the following conditions:

    • Monthly subscriptions: You may request a refund within 7 days of the initial purchase or renewal date if you have generated fewer than 50% of your allocated ancestry estimates.
    • Annual subscriptions: You may request a refund within 14 days of the initial purchase or renewal date if you have generated fewer than 30% of your annual ancestry estimates.
    • Auto-renewals: If a subscription was auto-renewed and you did not intend to continue, please contact us within 48 hours of the renewal charge.

    In-App Purchase Refunds

    One-time in-app purchases (such as additional ancestry scans or premium result cards) are generally non-refundable once the feature has been used. However, a refund may be granted if:

    • The purchase was made by accident and the scan or feature has not been used.
    • A technical error prevented the AI from generating your ancestry estimate (must be reported within 7 days).
    • The purchase was made by a minor without parental consent.

    Non-Refundable Cases

    Refunds will not be granted in the following circumstances:

    • You disagree with the AI-generated ethnicity or ancestry estimate — results are probabilistic and provided for entertainment purposes only.
    • You changed your mind after using a significant portion of the purchased service.
    • The refund request is made outside the eligible timeframes stated above.
    • You violated our Terms of Service resulting in account suspension.
    • The refund is requested through unauthorized third-party resellers.

    How to Request a Refund

    You may request a refund by contacting us at hello@horusstudios.com with your order receipt, purchase date, and a brief description of the reason for the refund request. We aim to respond to all refund requests within 5 business days.

    Alternatively, you can request a refund directly through the platform where you made the purchase:

    • Apple App Store: Report a Problem on your receipt email or visit reportaproblem.apple.com.
    • Google Play: Visit the Play Store, go to Order History, and select "Report a problem."

    Processing Time

    Approved refunds are typically processed within 5–10 business days. The time for the refund to appear in your account may vary depending on your payment provider or bank.

    Changes to This Policy

    We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with the updated effective date. Continued use of Rootline after changes constitutes acceptance of the updated policy.

    Contact

    Questions about this Refund Policy? Reach us at hello@horusstudios.com.